Cover -- Title -- Copyright -- Contents -- Introduction -- Chapter 1: The Way of the World -- An ongoing crisis -- What has changed? -- It is all about choices -- Change as opportunity -- Taking control -- The point of life: what's it all about? -- Your purpose -- Being human -- The role of management -- The new realities and the future -- CASE STUDY: Gary Lines -- Chapter 2: Practicing Best Practice -- Opportunities for growth -- Working too hard for too little -- How can I find the balance? -- What is important to you? -- Working smarter not harder -- What is your philosophy? -- Understand your value -- CASE STUDY: Jackie Shevel -- Chapter 3: Connecting with Existing Customers -- Creating emotional value -- 101 great ideas to improve your business and life! -- CASE STUDY: Leonard G. Lee -- Chapter 4: Connecting with New Customers -- Courting new customers -- Collaborating with others -- Make your voice heard! -- How different is your organization? -- More than one way of networking -- CASE STUDY: Rachel Clacher -- Chapter 5: Connecting with Your People -- The cost of staff turnover -- Managing to keep your staff -- CASE STUDY: Rajen Devadason -- Chapter 6: Connecting with Life -- The three Ps -- Where do you go from here? -- Appendices -- Appendix A: Checklist: Planning to become focused -- Appendix B: Standard customer survey letter -- Appendix C: Customer survey fax-back form -- Appendix D: Customer service feedback form -- Appendix E: Pre-project checklist -- Appendix F: Team performance questionnaire -- Appendix G: Self-assessment questionnaire for managers -- Appendix H: Standard customer survey letter -- Bibliography -- How to build on the ideas learned in this book -- Acknowledgements -- About the Author.