Heidi

In the predawn hours of March 4, 2002, just below the 10,000-foot peak of a mountain in eastern Afghanistan, a fierce battle raged. Outnumbered by Al Qaeda fighters, Air Force Combat Controller John Chapman and a handful of SEALs struggled to take the summit in a desperate bid to find a lost teammate. Chapman, leading the charge, was gravely wounded in the initial assault. Believing he was dead, his SEAL leader ordered a retreat. Chapman regained consciousness, alone with the enemy closing in on three sides, beginning the most difficult and exceptional fight of his life.

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the 10th anniversary of the original Be Our Guest, the Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service.

Leaders aren't always who you think they are. Eventually, most of us will be called on to lead someone, whether it's a department, a shift, a project team or a new employee. And speaker, strategist, and author Liz Jazwiec, RN, says being a good leader requires certain traits: A dash of fearlessness, the ability to tell it like it is, the willingness to learn from and laugh at your mistakes and Cupcake, you're gonna make some!

A 'textbook with passion', Hardwiring Excellence offers a road map and practical how-to guide for creating and sustaining a culture of service and operational excellence. In this book, author Quint Studer, founder of Studer Group, draws on his personal experience as a former hospital executive who led two organizations to the top 1% in patient satisfaction and his experience coaching hundreds of healthcare organizations since.