Summary of Content by Chapter Part I: Leadership Challenges Part II: How-To Envision Why Tell Stories Set a Vision for the Future Set Goals and Build Commitment Lead Change Make Recommendations Stick Define Customer Service Success and Failure Structure of a Story Keep It Real Stylistic Elements Appeal to Emotion The Element of Surprise Metaphors and Analogies Recast Your Audience into the Story Environment Define the Culture Establish Values Encourage Collaboration and Build Relationships Value Diversity and Inclusion Set Policy without Rules Educate Teach Lessons Provide Coaching and Feedback Demonstrate Problem Solving Help Everyone Understand the Customer Energize Inspire and Motivate Build Courage Help Others Find Passion for Their Work Empower Delegate Authority and Give Permission Encourage Innovation and Creativity Sales is Everyone’s Job Earn Respect on Day One Getting Started