Hiring Right Quotes

Strange memories on this nervous night in Las Vegas. Five years later? Six? It seems like a lifetime, or at least a Main Era—the kind of peak that never comes again. San Francisco in the middle sixties was a very special time and place to be a part of. Maybe it meant something. Maybe not, in the long run . . . but no explanation, no mix of words or music or memories can touch that sense of knowing that you were there and alive in that corner of time and the world. Whatever it meant. . . . History is hard to know, because of all the hired bullshit, but even without being sure of “history” it seems entirely reasonable to think that every now and then the energy of a whole generation comes to a head in a long fine flash, for reasons that nobody really understands at the time—and which never explain, in retrospect, what actually happened. My central memory of that time seems to hang on one or five or maybe forty nights—or very early mornings—when I left the Fillmore half-crazy and, instead of going home, aimed the big 650 Lightning across the Bay Bridge at a hundred miles an hour wearing L. L. Bean shorts and a Butte sheepherder's jacket . . . booming through the Treasure Island tunnel at the lights of Oakland and Berkeley and Richmond, not quite sure which turn-off to take when I got to the other end (always stalling at the toll-gate, too twisted to find neutral while I fumbled for change) . . . but being absolutely certain that no matter which way I went I would come to a place where people were just as high and wild as I was: No doubt at all about that. . . . There was madness in any direction, at any hour. If not across the Bay, then up the Golden Gate or down 101 to Los Altos or La Honda. . . . You could strike sparks anywhere. There was a fantastic universal sense that whatever we were doing was right, that we were winning. . . . And that, I think, was the handle—that sense of inevitable victory over the forces of Old and Evil. Not in any mean or military sense; we didn’t need that. Our energy would simply prevail. There was no point in fighting—on our side or theirs. We had all the momentum; we were riding the crest of a high and beautiful wave. . . . So now, less than five years later, you can go up on a steep hill in Las Vegas and look West, and with the right kind of eyes you can almost see the high-water mark—that place where the wave finally broke and rolled back.

Right. Lack of opportunities," Daddy says. "Corporate America don't bring jobs to our communities, and they damn sure ain't quick to hire us. Then, shit, even if you do have a high school diploma, so many of the schools in our neighborhoods don't prepare us well enough. That's why when your momma talked about sending you and your brothers to Williamson, I agreed. Our schools don't get the resources to equip you like Williamson does. It's easier to find some crack that it is the find a good school around here. "Now, think 'bout this," he says. "How did the drugs even get in our neighborhood? This is a multibillion-dollar industry we talking 'bout, baby. That shit is flown into our communities, but I don't know anybody with a private jet. Do you?" "No." "Exactly. Drugs come from somewhere, and they're destroying our community," he says. "You got folks like Brenda, who think they need them survive, and then you got the Khalils, who think they need to sell them to survive. The Brendas can't get jobs unless they're clean, and they can't pay for rehab unless they got jobs. When the Khalils get arrested for selling drugs, they either spend most of their life in prison, another billion-dollar industry, or they have a hard time getting a real job and probably start selling drugs again. That's the hate they're giving us, baby, a system designed against us. That's Thug Life.

Hiring is not as simple as you think. You have to make sure you are hiring somebody who is going to be a great fit in the kind of employee tribe you’re building.

If any man's money can be taken by a so-called government, without his own personal consent, all his other rights are taken with it; for with his money the government can, and will, hire soldiers to stand over him, compel him to submit to its arbitrary will, and kill him if he resists.

There are only two ways to influence human behavior: you can manipulate it or you can inspire it. Very few people or companies can clearly articulate WHY they do WHAT they do. By WHY I mean your purpose, cause or belief - WHY does your company exist? WHY do you get out of bed every morning? And WHY should anyone care? People don’t buy WHAT you do, they buy WHY you do it. We are drawn to leaders and organizations that are good at communicating what they believe. Their ability to make us feel like we belong, to make us feel special, safe and not alone is part of what gives them the ability to inspire us. For values or guiding principles to be truly effective they have to be verbs. It’s not “integrity,” it’s “always do the right thing.” It’s not “innovation,” it’s “look at the problem from a different angle.” Articulating our values as verbs gives us a clear idea - we have a clear idea of how to act in any situation. Happy employees ensure happy customers. And happy customers ensure happy shareholders—in that order. Leading is not the same as being the leader. Being the leader means you hold the highest rank, either by earning it, good fortune or navigating internal politics. Leading, however, means that others willingly follow you—not because they have to, not because they are paid to, but because they want to. You don’t hire for skills, you hire for attitude. You can always teach skills. Great companies don’t hire skilled people and motivate them, they hire already motivated people and inspire them. People are either motivated or they are not. Unless you give motivated people something to believe in, something bigger than their job to work toward, they will motivate themselves to find a new job and you’ll be stuck with whoever’s left. Trust is maintained when values and beliefs are actively managed. If companies do not actively work to keep clarity, discipline and consistency in balance, then trust starts to break down. All organizations start with WHY, but only the great ones keep their WHY clear year after year.

Nefarious. This is what we get when we hire a Yale boy.” “You missed sacrosanct earlier. And taciturn and glowering,” Jack said. “What’s glowering?” “Me, apparently.” Wilkins pointed. “Now that has to be a joke.” He turned to Davis. “You heard that, right?” Davis didn’t answer him, having spun his chair around to type something at his computer. “Let’s see what Google says… Ah – here it is. ‘Glowering: dark; showing a brooding ill humor.

If you can't kill it, hire it, right?

We all recognize grief in moments that should be celebrations; it is the salt in the pudding. Didn't Roman generals hire slaves to march beside them in a triumphant parade and remind them that they too would die? Even your narrator, one morning after what should have been a happy occasion, was found shivering at the end of the bed (spouse: "I really wish you weren't crying right now"). Don't little children, awakened one morning and told, "Now you're five!" - don't they wail at the universe's descent into chaos? The sun slowly dying, the spiral arm spreading, the molecules drifting apart second by second toward our inevitable heat death - shouldn't we all wail to the stars?

He came back up with a brighter smile. "And I'm proven right, again! You guys should hire me for this talent I have. Mom, I bet you have a better sex life with that Garrett dude than you did with dad." "Logan!" He turned towards James. "And dad, I bet your sex life is pretty good with Analise. She strikes me as the slutty type." "Logan!" He grinned broadly. "And David…I don't know you that well, but you strike me as conservative. You're only going to be with a conservative woman, maybe one that looks exotic though. I can tell you have control issues. You don't like anyone who is wilder than you, probably why you had problems with your ex, huh? As for the current one, she's hot under the covers, but I don't know if you want her to be." He shook his head in sympathy. "You might want to take care of that.

This is the thing: If you have the option to not think about or even consider history, whether you learned it right or not, or whether it even deserves consideration, that’s how you know you’re on board the ship that serves hors d’oeuvres and fluffs your pillows, while others are out at sea, swimming or drowning, or clinging to little inflatable rafts that they have to take turns keeping inflated, people short of breath, who’ve never even heard of the words hors d’oeuvres or fluff. Then someone from up on the yacht says, "It's too bad those people down there are lazy, and not as smart and able as we are up here, we who have built these strong, large, stylish boats ourselves, we who float the seven seas like kings." And then someone else on board says something like, "But your father gave you this yacht, and these are his servants who brought the hors d'oeuvres." At which point that person gets tossed overboard by a group of hired thugs who'd been hired by the father who owned the yacht, hired for the express purpose of removing any and all agitators on the yacht to keep them from making unnecessary waves, or even referencing the father or the yacht itself. Meanwhile, the man thrown overboard begs for his life, and the people on the small inflatable rafts can't get to him soon enough, or they don't even try, and the yacht's speed and weight cause an undertow. Then in whispers, while the agitator gets sucked under the yacht, private agreements are made, precautions are measured out, and everyone quietly agrees to keep on quietly agreeing to the implied rule of law and to not think about what just happened. Soon, the father, who put these things in place, is only spoken of in the form of lore, stories told to children at night, under the stars, at which point there are suddenly several fathers, noble, wise forefathers. And the boat sails on unfettered.

So, you’re a Man for Hire?” “That’s right.” “Why don’t you just call yourself a detective?” “I was worried that might make me sound intelligent.

Because the purpose of feminism isn’t to make a particular type of woman. The idea that there are inherently wrong and inherently right “types” of women is what’s screwed feminism for so long — this belief that “we” wouldn’t accept slaggy birds, dim birds, birds that bitch, birds that hire cleaners, birds that stay at home with their kids, birds that have pink Mini Metros with POWERED BY FAIRY DUST! bumper stickers, birds in burkas or birds that like to pretend, in their heads, that they’re married to Zach Braff from Scrubs and that you sometimes have sex in an ambulance while the rest of the cast watch and, latterly, clap. You know what? Feminism will have all of you. What is feminism? Simply the belief that women should be as free as men, however nuts, dim, deluded, badly dressed, fat, receding, lazy and smug they might be. Are you a feminist? Hahaha. Of course you are.

I want to retain my own identity. Therefore the thing I’m most anxious to avoid is any kind of work that can be considered ‘interesting’ in its own right. I want something that can’t possibly touch me. I want some big, swollen corporation that’s been bumbling along making money in its sleep for a hundred years, where they have to hire eight guys for every one job because none of them can be expected to care about whatever boring thing it is that they are supposed to be doing. I want to go into that kind of place and say, Look. You can have my body and my nice college-boy smile for so many hours a day, in exchange for so many dollars, and beyond that we’ll leave each other strictly alone.

I want to say right here that the easiest way in the world to make enemies is to hire friends.

You cannot have an agency that defends your property, which also has the right to violate your property rights at will. That's like hiring a bodyguard that you pay to beat you up randomly.

That’s why hiring consultants doesn’t work. Part-time employees don’t work. Even working remotely should be avoided, because misalignment can creep in whenever colleagues aren’t together full-time, in the same place, every day. If you’re deciding whether to bring someone on board, the decision is binary. Ken Kesey was right: you’re either on the bus or off the bus.

I´m just not sending out the right vibe lately. Perhaps the fact that I wear stained sweatpants and free T-shirts is holding me back. I just can´t seem to get back into the intelligent-slut-for-hire outfits that lure men; even shoes with laces evade me. Plus my hair is Fran Lebowitz-esque. I think my eyes are getting closer together. I don´t know.

Before you lost your mind, how did you make a living?" "I was a hitman for the Mafia. Are you done crying yet?" "I wasn't crying! And I wish you were a hitman because, if I had money, I'd hire you right this minute to knock yourself off.

Lorsen shook his head in amazement. 'You truly are disgusting.' 'I would be the last to disagree, but you fail to see that you are worse. No man capable of greater evil than the one who thinks himself in the right. No purpose more evil than the higher purpose. I freely admit I am a villain. That's why you hired me. But I am no hypocrite.

Early on I realized that I had to hire people smarter and ore qualified than I was in a number of different fields, and I had to let go of a lot of decision-making. I can't tell you how hard that is. But if you've imprinted your values on the people around you, you can dare to trust them to make the right moves.

Hiring is hard. Letting go is harder. It’s far easier to hire the right person from the start than to hire the wrong person, realize they’re a bad fit for your company, and then figure out how to let them go. When you know what you want in a new hire, the hard part gets easier. And when you know how to protect your IP, you don’t have to learn the hard lesson.

It is worth saying something about the social position of beggars, for when one has consorted with them, and found that they are ordinary human beings, one cannot help being struck by the curious attitude that society takes towards them. People seem to feel that there is some essential difference between beggars and ordinary 'working' men. They are a race apart--outcasts, like criminals and prostitutes. Working men 'work', beggars do not 'work'; they are parasites, worthless in their very nature. It is taken for granted that a beggar does not 'earn' his living, as a bricklayer or a literary critic 'earns' his. He is a mere social excrescence, tolerated because we live in a humane age, but essentially despicable. Yet if one looks closely one sees that there is no ESSENTIAL difference between a beggar's livelihood and that of numberless respectable people. Beggars do not work, it is said; but, then, what is WORK? A navvy works by swinging a pick. An accountant works by adding up figures. A beggar works by standing out of doors in all weathers and getting varicose veins, chronic bronchitis, etc. It is a trade like any other; quite useless, of course--but, then, many reputable trades are quite useless. And as a social type a beggar compares well with scores of others. He is honest compared with the sellers of most patent medicines, high-minded compared with a Sunday newspaper proprietor, amiable compared with a hire-purchase tout--in short, a parasite, but a fairly harmless parasite. He seldom extracts more than a bare living from the community, and, what should justify him according to our ethical ideas, he pays for it over and over in suffering. I do not think there is anything about a beggar that sets him in a different class from other people, or gives most modern men the right to despise him. Then the question arises, Why are beggars despised?--for they are despised, universally. I believe it is for the simple reason that they fail to earn a decent living. In practice nobody cares whether work is useful or useless, productive or parasitic; the sole thing demanded is that it shall be profitable. In all the modem talk about energy, efficiency, social service and the rest of it, what meaning is there except 'Get money, get it legally, and get a lot of it'? Money has become the grand test of virtue. By this test beggars fail, and for this they are despised. If one could earn even ten pounds a week at begging, it would become a respectable profession immediately. A beggar, looked at realistically, is simply a businessman, getting his living, like other businessmen, in the way that comes to hand. He has not, more than most modem people, sold his honour; he has merely made the mistake of choosing a trade at which it is impossible to grow rich.

I have always let you know how much I care, right? You never had to wonder. I'm not a man for words. Daddy showed me that you 'do' for a woman. Remember that time when you damn near had a nervous breakdown because it looked like the hickory-nut tree in the front yard was thinking about dying? Where I'm from, we don't believe in spending money on pets, let alone trees. But I couldn't bear to see you fret, so I hired a tree doctor. See, in my mind, that was a love letter.

He stole you away into the night, claiming some nonsense about the Treaty. And then everything went on as if it had never happened. It wasn’t right. None of it was right." "You went after me," I said. "You went after me -- to Prythian." "I got to the wall. I couldn't find a way through." I raised a shaking hand to my throat. "You trekked two days there and two days back-- through the winter woods?" She shrugged, looking at the sliver she'd pried from the table. "I hired that mercenary from town to bring me a week after you were taken. With the money from your pelt. She was the only one who seemed like she would believe me." "You did that -- for me?" Nesta's eyes -- my eyes, our mother's eyes -- met mine. "It wasn't right," she said again.

Who’s Beth?” Keri asked. “The bartender at your wedding.” “Oh, that’s right. How could I forget when my husband almost got thrown out of our own reception for trying to hire her like a hooker or something.” “What’s a hooker?” Bobby asked. Keri’s island tan flushed pink. “Oops.” “You put it on the end of a fishing pole, dummy,” Brian explained. Bobby frowned. “Uncle Joe tried to hire a worm?

Over time I’ve learned, surprisingly, that it’s tremendously hard to get teams to be super ambitious. It turns out most people haven’t been educated in this kind of moonshot thinking. They tend to assume that things are impossible, rather than starting from real-world physics and figuring out what’s actually possible. It’s why we’ve put so much energy into hiring independent thinkers at Google, and setting big goals. Because if you hire the right people and have big enough dreams, you’ll usually get there. And even if you fail, you’ll probably learn something important. It’s also true that many companies get comfortable doing what they have always done, with a few incremental changes. This kind of incrementalism leads to irrelevance over time, especially in technology, because change tends to be revolutionary not evolutionary. So you need to force yourself to place big bets on the future.

All heat drained from my face. Holy shit. I hadn’t even started my new job and already I was insulting my new boss…right after sleeping with him. I was worse than Sylvie. “So you’re—” My speech eluded me. “Jett Mayfield, the stingy SOB who just hired you.” He held out his palm.

[you’ll acquire] A certain amount of cynicism. This business works on you. When you were in law school you had some noble idea what a lawyer should be. A champion of individual rights; a defender of the Constitution; a guardian of the oppressed; an advocate for your client’s principles. Then after you practice for six months you realize you were nothing but hired guns. Mouthpieces for sale to the highest bidder, available to anybody, any crook, any sleazebag with enough money to pay your outrageous fees. Nothing shocks you. It’s supposed to be an honorable profession, but you’ll meet so many crooked lawyers you’ll want to quit and find an honest job. Yeah Mitch, you’ll get cynical. And it’s sad, really.

They have clubbed us off the streets they are stronger they are rich they hire and fire the politicians the newspapereditors the old judges the small men with reputations the collegepresidents the wardheelers (listen businessmen collegepresidents judges America will not forget her betrayers) they hire the men with guns the uniforms the policecars the patrolwagons all right you have won you will kill the brave men our friends tonight (author's punctuation)

Hire new field systems maintainer" was near the top of my to-do list, right under "uncover massive political conspiracy," "avenge Buffy's death," and "don't die.

You hire the right people and trust them to get it done.

Why do you think they don’t like me? They hired me for God’s sake. It’s not like there was any mystery about my history.” “I heard you used iambic pentameter once when you should have used a catalexis.” “Huh?” “Believe me, whatever the reason is, it will make as much sense.” Swift thought this over. Max was probably right, but it was still a weird, unhappy feeling. His mouth curved. “Do you really know what catalexis is?” “Not a clue. I heard you mention it once. It stuck in my memory because it sounds like a cross between a Cadillac and a Lexus.

No theory ever benefited by the application of data, Amy. Data kills theories. A theory has no better time than when it's lying there naked, pure, unsullied by facts. Let's just keep it that way for a while." "So you don't really have a theory?" "Clueless." "You lying bag of fish heads." "I can fire you, you know. Even if Clay was the one that hired you, I'm not totally superfluous to this operation yet. I'm kind of in charge. I can fire you. Then how will you live?" "I'm not getting paid." "See, right there. Perfectly good concept ruined by the application of fact.

It's absurd to think about how a $1,600 stipend changed the course of my life. It's absurd to think about how many internships are still unpaid, and how elitist and morally corrupt it is to hire unpaid or underpaid labor.

I came here to kill you,” I reply. His right eyebrow quirks upward. He’s surprised I admitted it so readily. “Why?” he says. “I was hired to do it. That’s my job—it’s nothing personal.” “It’s a little personal to me,” Petrov says.

One day, as Sarita tended to the wash, Gemma played in the garden. She was a knight, you see, with a sword fashioned out of wood. Most formidable, she was, though I didn't quite know how formidable. As I sat in my study, I heard screaming from outside. I ran to see what the commotion was. Sarita called to me, wide-eyed with fear, "Oh, Mr. Doyle, look- over there!" The tiger had entered the garden and was making his way toward where our Gemma frolicked with her wooden sword. Beside me, our house servant, Raj, drew his blade so stealthily it seemed to simply appear in his hand by magic. But Sarita stayed his hand. "If you run for him with your life, you will provoke the tiger," she advised. "We must wait."... I must tell you that it was the longest moment of my life. No one dared move. No one dared draw a breath. And all the while, Gemma played on, taking no notice until the great cat was upon her. She stood and faced him. They stared at one another as if each wondered what to make of the other, as if they sensed a kindred spirit. At last, Gemma placed her sword upon the ground. "Dear tiger," she said. "You may pass if you are peaceful." The tiger looked at the sword and back at Gemma, and without a sound, it passed on, dissappearing into the jungle." ... "The tiger had gone. He did not come around a gain. But I was a man possessed. The tiger had come too close, you see. I no longer felt safe. I hired the best tracker in Bombay. We hunted for days, tracking the tiger to the mountains there. We found him taking water from a small watering hole. He looked up but he did not charge. He took no notice of us at all but continued to drink. "Sahib, let us go," the boy said. "This tiger means you no harm." He was right, of course. But we had come all that way. The gun was in my hand. The tiger was before us. I took aim and shot it dead on the spot. I sold the tiger's skin for a fortune to a man in Bombay, and he called me brave for it. But it was not courage that brought me to that; it was fear..."But you," he says, smiling with a mix of sadness and pride, "you faced the tiger and survived." ... "The time has come for me to face my tiger, to look him in the eye and see which of us survives." - Mr. Doyle

I've always known what you were thinking. You're squeezing that marble in your pocket and you're thinking your cattle wouldn't be at risk if it weren't for Louise. And maybe you're right. But take a hard look, son. When you see that woman working up a sweat pitching hay like a hired hand … you're looking at character. "And if we ever have another family dinner that goes like the last one did, you pay attention. I have an idea that your Louise doesn't sit still for too many insults, and I imagine she could cut someone down to size in about three sentences if she wanted to. But she sat silent while Philadelphia ridiculed and belittled her. Louise did this out of respect for you and this family. That is also character. "Maybe you really believe Wally is living your life. If so, then you haven't been honest with yourself. And you haven't taken a good hard look at the life you have. Mark my words, Max. Someday you're going to hold that marble, and it won't be a symbol of all you lost. That marble will be the gold you went to Piney Creek to find. It will be the most precious thing you own. I say this because I didn't raise any stupid sons.

right now...” He nuzzled her neck and she sighed, only to hear Maren’s spoon banging against her tray. Alex craned her head around and smiled at the baby. “You’re really pregnant?

We’ll talk more later, all right? You let me know if you need anything. Mumma says you hired Willig, Williams & White to handle the divorce.

You cannot have an agency that defends your property, which also has the right to violate your property rights at will. That's like hiring a bodyguard that you pay to beat you up randomly

So why'd you hire me?" He pauses, like he's figuring out how to say it. Whatever it is. "I was quite frustrated with everything. I wanted to do something different. And a little stupid." "You're just lovely." I say. "You know that, right?" "I believe I may have a lot of subconscious bitterness towards the store. I think I wanted to inflict you upon it." "Seriously. Lovely.

Cleopatra moreover came of age in a country that entertained a singular definition of women’s roles. Well before her and centuries before the arrival of the Ptolemies, Egyptian women enjoyed the right to make their own marriages. Over time their liberties had increased, to levels unprecedented in the ancient world. They inherited equally and held property independently. Married women did not submit to their husbands’ control. They enjoyed the right to divorce and to be supported after a divorce. Until the time an ex-wife’s dowry was returned, she was entitled to be lodged in the house of her choice. Her property remained hers; it was not to be squandered by a wastrel husband. The law sided with the wife and children if a husband acted against their interests. Romans marveled that in Egypt female children were not left to die; a Roman was obligated to raise only his first-born daughter. Egyptian women married later than did their neighbors as well, only about half of them by Cleopatra’s age. They loaned money and operated barges. They served as priests in the native temples. They initiated lawsuits and hired flute players. As wives, widows, or divorcées, they owned vineyards, wineries, papyrus marshes, ships, perfume businesses, milling equipment, slaves, homes, camels. As much as one third of Ptolemaic Egypt may have been in female hands.

He was a drug dealer.” It hurts to say that. “And possibly a gang member.” “Why was he a drug dealer? Why are so many people in our neighborhood drug dealers?” I remember what Khalil said—he got tired of choosing between lights and food. “They need money,” I say. “And they don’t have a lot of other ways to get it." "Right. Lack of opportunities," Daddy says. "Corporate America don't bring jobs to our communities, and they damn sure ain't quick to hire us. Then, shit, even if you do have a high school diploma, so many of the schools in our neighborhoods don't prepare us well enough.

This is the thing: If you have the option to not think about or even consider history, whether you learned it right or not, or whether it even deserves consideration, that’s how you know you’re on board the ship that serves hors d’oeuvres and fluffs your pillows, while others are out at sea, swimming or drowning, or clinging to little inflatable rafts that they have to take turns keeping inflated, people short of breath, who’ve never even heard of the words hors d’oeuvres or fluff. Then someone from up on the yacht says, “It’s too bad those people down there are lazy, and not as smart and able as we are up here, we who have built these strong, large, stylish boats ourselves, we who float the seven seas like kings.” And then someone else on board says something like, “But your father gave you this yacht, and these are his servants who brought the hors d’oeuvres.” At which point that person gets tossed overboard by a group of hired thugs who’d been hired by the father who owned the yacht, hired for the express purpose of removing any and all agitators on the yacht to keep them from making unnecessary waves, or even referencing the father or the yacht itself. Meanwhile, the man thrown overboard begs for his life, and the people on the small inflatable rafts can’t get to him soon enough, or they don’t even try, and the yacht’s speed and weight cause an undertow. Then in whispers, while the agitator gets sucked under the yacht, private agreements are made, precautions are measured out, and everyone quietly agrees to keep on quietly agreeing to the implied rule of law and to not think about what just happened. Soon, the father, who put these things in place, is only spoken of in the form of lore, stories told to children at night, under the stars, at which point there are suddenly several fathers, noble, wise forefathers. And the boat sails on unfettered.

Companies then turn vice into virtue by bragging about how much they spend on training. But since when is spending a measure of quality results? Do people boast, “I’m in great shape—I spent $500 on my gym membership this month?” The presence of a huge training budget is not evidence that you’re investing in your people. It’s evidence that you failed to hire the right people to begin with.

It’s that time of the month again… As we head into those dog days of July, Mike would like to thank those who helped him get the toys he needs to enjoy his summer. Thanks to you, he bought a new bass boat, which we don’t need; a condo in Florida, where we don’t spend any time; and a $2,000 set of golf clubs…which he had been using as an alibi to cover the fact that he has been remorselessly banging his secretary, Beebee, for the last six months. Tragically, I didn’t suspect a thing. Right up until the moment Cherry Glick inadvertently delivered a lovely floral arrangement to our house, apparently intended to celebrate the anniversary of the first time Beebee provided Mike with her special brand of administrative support. Sadly, even after this damning evidence-and seeing Mike ram his tongue down Beebee’s throat-I didn’t quite grasp the depth of his deception. It took reading the contents of his secret e-mail account before I was convinced. I learned that cheap motel rooms have been christened. Office equipment has been sullied. And you should think twice before calling Mike’s work number during his lunch hour, because there’s a good chance that Beebee will be under his desk “assisting” him. I must confess that I was disappointed by Mike’s over-wrought prose, but I now understand why he insisted that I write this newsletter every month. I would say this is a case of those who can write, do; and those who can’t do Taxes. And since seeing is believing, I could have included a Hustler-ready pictorial layout of the photos of Mike’s work wife. However, I believe distributing these photos would be a felony. The camera work isn’t half-bad, though. It’s good to see that Mike has some skill in the bedroom, even if it’s just photography. And what does Beebee have to say for herself? Not Much. In fact, attempts to interview her for this issue were met with spaced-out indifference. I’ve had a hard time not blaming the conniving, store-bought-cleavage-baring Oompa Loompa-skinned adulteress for her part in the destruction of my marriage. But considering what she’s getting, Beebee has my sympathies. I blame Mike. I blame Mike for not honoring the vows he made to me. I blame Mike for not being strong enough to pass up the temptation of readily available extramarital sex. And I blame Mike for not being enough of a man to tell me he was having an affair, instead letting me find out via a misdirected floral delivery. I hope you have enjoyed this new digital version of the Terwilliger and Associates Newsletter. Next month’s newsletter will not be written by me as I will be divorcing Mike’s cheating ass. As soon as I press send on this e-mail, I’m hiring Sammy “the Shark” Shackleton. I don’t know why they call him “the Shark” but I did hear about a case where Sammy got a woman her soon-to-be ex-husband’s house, his car, his boat and his manhood in a mayonnaise jar. And one last thing, believe me when I say I will not be letting Mike off with “irreconcilable differences” in divorce court. Mike Terwilliger will own up to being the faithless, loveless, spineless, useless, dickless wonder he is.

Who gave you the right to say all this?" "You did." "Well, go on." "Do you wish the rest?" "Go on." "I think it hurts you to know that you've made me suffer. You wish you hadn't. And yet there's something that frightens you more. The knowledge that I haven't suffered at all." "Go on." "The knowledge that I'm neither kind nor generous now, but simply indifferent. It frightens you, because you know that things like the Stoddard Temple always require payment--and you see that I'm not paying for it. You were astonished that I accepted this commission. Do you think my acceptance required courage? You needed far greater courage to hire me. You see, this is what I think of the Stoddard Temple. I'm through with it. You're not.

Mrs. Hayes has instructed me to file a police misconduct and civil rights wrongful death lawsuit in Wayne County Circuit Court against the officer who murdered her husband and against the city and police department that hired and trained this officer and turned him loose on an unsuspecting public.” “May I quote you on that?” Jillian is eager for a scoop. “Absolutely. Police brutality is a heinous act. Police officers work in service to the public. The public should be able to rely on that service and the preservation of their safety. The public should expect that police officer functions and services are even-handed, fair, and appropriate, applied the same way for all citizens, regardless of race, creed, color, or national origin.

I need a job; okay. Is that any reason why the job I get has to louse me up? Look. All I want is to get enough dough coming in to keep us solvent for the next year or so, till I can figure things out; meanwhile I want to retain my own identity. Therefore the thing I’m most anxious to avoid is any kind of work that can be considered ‘interesting’ in its own right. I want something that can’t possibly touch me. I want some big, swollen old corporation that’s been bumbling along making money in its sleep for a hundred years, where they have to hire eight guys for every one job because none of them can be expected to care about whatever boring thing it is they’re supposed to be doing. I want to go into that kind of place and say, Look. You can have my body and my nice college-boy smile for so many hours a day, in exchange for so many dollars, and beyond that we’ll leave each other strictly alone.

As I developed as a CEO, I found two key techniques to be useful in minimizing politics. 1. Hire people with the right kind of ambition. The cases that I described above might involve people who are ambitious but not necessarily inherently political. All cases are not like this. The surest way to turn your company into the political equivalent of the U.S. Senate is to hire people with the wrong kind of ambition. As defined by Andy Grove, the right kind of ambition is ambition for the company’s success with the executive’s own success only coming as a by-product of the company’s victory. The wrong kind of ambition is ambition for the executive’s personal success regardless of the company’s outcome. 2. Build strict processes for potentially political issues and do not deviate. Certain activities attract political behavior. These activities include:   Performance evaluation and compensation   Organizational design and territory   Promotions Let’s examine each case and how you might build and execute a process that insulates the company from bad behavior and politically motivated outcomes.

When you were in law school you had some noble idea of what a lawyer should be. A champion of individual rights; a defender of the Constitution; a guardian of the oppressed; an advocate for your client’s principles. Then after you practice for six months you realize we’re nothing but hired guns. Mouthpieces for sale to the highest bidder, available to anybody, any crook, any sleazebag with enough money to pay our outrageous fees. Nothing shocks you. It’s supposed to be an honorable profession, but you’ll meet so many crooked lawyers you’ll want to quit and find an honest job. Yeah, Mitch, you’ll get cynical. And it’s sad, really.

So what are they, then,” asked Lila, “these Sea Serpents?” “Swords for hire. They sink their own ships right before they attack.” “As a distraction?” asked Lila. He shook his head. “A message. That they won’t be needing them anymore, that once they’re done killing everyone aboard and dumping the bodies in the sea, they’ll take their victims’ boat instead and sail away.” “Huh,” said Lila. “Exactly.” “Seems like a waste of a perfectly good ship.” He rolled his eyes. “Only you would mourn the vessel instead of the sailors.” “Well,” she said matter-of-factly, “the ship certainly didn’t do anything wrong. The people might have deserved it.

Some management bloviators will advise you simply to hire the right people and then leave them alone. Dick Costolo, Twitter’s CEO from 2010–2015, explained succinctly how crazy this advice is. “That’s like saying, to have a good marriage, marry the right person and then avoid spending any time with them. Ridiculous, right?” he exclaimed. “Imagine if I went home and told my wife, ‘I don’t want to micromanage you, so I’m not going to spend any time with you or the kids this year.

It's so easy to bang on about what we're so against, but few live in the boldness of what they're for. Imagine all of the wild and free energies you could put towards your work if you didn't spend so much on trying to figure out why others don't see what you see. Imagine all of the possibilities that your energy could generate if you didn't try to get every single person on your page. You could be in the YES of your work, and the YES of everything you teach and share. You can live in the YES of a big, global awakening with as many people as possible who want to share your light. But you cannot live like that if you are wronging those who are not living on your latitude right now.

If you don’t understand something clearly that you are being taught…speak up. If you feel something is confusing or you are unsure of exactly what to do…ask about it. If you need clarification or something repeated to make sure you got it…request it. If you feel lost, forgot something, or feel like you are falling behind…bring it up. Nodding your head, saying “yeah, yeah” and pretending to know things you don’t is right up there with one of the worst things you can do when you hire some one to help you and your career.

I said, 'there was a society of men among us, bred up from their youth in the art of proving, by words multiplied for the purpose, that white is black, and black is white, according as they are paid. To this society all the rest of the people are slaves. For example, if my neighbour has a mind to my cow, he has a lawyer to prove that he ought to have my cow from me. I must then hire another to defend my right, it being against all rules of law that any man should be allowed to speak for himself. Now, in this case, I, who am the right owner, lie under two great disadvantages: first, my lawyer, being practised almost from his cradle in defending falsehood, is quite out of his element when he would be an advocate for justice, which is an unnatural office he always attempts with great awkwardness, if not with ill-will. The second disadvantage is, that my lawyer must proceed with great caution, or else he will be reprimanded by the judges, and abhorred by his brethren, as one that would lessen the practice of the law. And therefore I have but two methods to preserve my cow. The first is, to gain over my adversary’s lawyer with a double fee, who will then betray his client by insinuating that he hath justice on his side. The second way is for my lawyer to make my cause appear as unjust as he can, by allowing the cow to belong to my adversary: and this, if it be skilfully done, will certainly bespeak the favour of the bench.

If you choose the right people with the right values and remain in sync with them, you will play beautiful jazz together. If you choose the wrong people, you will all go over the waterfall together. Steve Jobs, who everyone thought was the secret to Apple’s success, said, “The secret to my success is that we’ve gone to exceptional lengths to hire the best people in the world.” I explain this concept in the next chapter, Remember That the WHO Is More Important than the WHAT. Anyone who runs a successful organization will tell you the same.

A’ight, so what do you think it means?” “You don’t know?” I ask. “I know. I wanna hear what YOU think.” Here he goes. Picking my brain. “Khalil said it’s about what society feeds us as youth and how it comes back and bites them later,” I say. “I think it’s about more than youth though. I think it’s about us, period.” “Us who?” he asks. “Black people, minorities, poor people. Everybody at the bottom in society.” “The oppressed,” says Daddy. “Yeah. We’re the ones who get the short end of the stick, but we’re the ones they fear the most. That’s why the government targeted the Black Panthers, right? Because they were scared of the Panthers?” “Uh-huh,” Daddy says. “The Panthers educated and empowered the people. That tactic of empowering the oppressed goes even further back than the Panthers though. Name one.” Is he serious? He always makes me think. This one takes me a second. “The slave rebellion of 1831,” I say. “Nat Turner empowered and educated other slaves, and it led to one of the biggest slave revolts in history.” “A’ight, a’ight. You on it.” He gives me dap. “So, what’s the hate they’re giving the ‘little infants’ in today’s society?” “Racism?” “You gotta get a li’l more detailed than that. Think ’bout Khalil and his whole situation. Before he died.” “He was a drug dealer.” It hurts to say that. “And possibly a gang member.” “Why was he a drug dealer? Why are so many people in our neighborhood drug dealers?” I remember what Khalil said—he got tired of choosing between lights and food. “They need money,” I say. “And they don’t have a lot of other ways to get it.” “Right. Lack of opportunities,” Daddy says. “Corporate America don’t bring jobs to our communities, and they damn sure ain’t quick to hire us. Then, shit, even if you do have a high school diploma, so many of the schools in our neighborhoods don’t prepare us well enough. That’s why when your momma talked about sending you and your brothers to Williamson, I agreed. Our schools don’t get the resources to equip you like Williamson does. It’s easier to find some crack than it is to find a good school around here. “Now, think ’bout this,” he says. “How did the drugs even get in our neighborhood? This is a multibillion-dollar industry we talking ’bout, baby. That shit is flown into our communities, but I don’t know anybody with a private jet. Do you?” “No.” “Exactly. Drugs come from somewhere, and they’re destroying our community,” he says. “You got folks like Brenda, who think they need them to survive, and then you got the Khalils, who think they need to sell them to survive. The Brendas can’t get jobs unless they’re clean, and they can’t pay for rehab unless they got jobs. When the Khalils get arrested for selling drugs, they either spend most of their life in prison, another billion-dollar industry, or they have a hard time getting a real job and probably start selling drugs again. That’s the hate they’re giving us, baby, a system designed against us. That’s Thug Life.

I want women to feel like we are not in competition with each other. We are on the same team. Something as small as a compliment to let another woman know she is on the right path or she is doing a great job can make all the difference. We can defend each other when we are being attacked or judged. We can hire other women and refer each other for jobs when the opportunity fits

You’ve been there all along, Bloodwitch. Somewhere, l-lurking. You are the reason I had to go to my tribe—which means you are the reason Corlant c-c-could attack. So if I had never met you, then would I even be here right now?” “If I had never met you,” he countered coolly, “then my spine would never have snapped, and Leopold fon Cartorra would never have hired me. Monk Evrane would not have almost died.

I write a bunch of form labels on the whiteboard, in a nonsensical order, along with a bunch of randomly sized input boxes. I include first name, last name, address, gender, city, state, email address, etc. Then I tell the interviewee that we’re designing a form to sign up for an email newsletter and to arrange them in the right order. Only people who ask me why I need the users’ gender, or physical address, or really, anything but their email address get a second interview. I won’t hire a designer who doesn’t ask why, and I won’t hire a designer whose desire to arrange boxes is more important than their desire to protect users’ data.

'We're doing it because he's trying to look like a respectable member of the family and not the fucking mafia,' Dex snapped. He grimaced at Ethan. 'Sorry, man, but seriously--this is some fuckin' suit.' Ethan looked at himself and his spiffy shiny cuffs and sighed. 'I was going for grown-up,' he confessed. Kane was the one who said it. 'Well, what you got was connected, but that's okay, right? Because, you know, better a hired killer than a porn star.'

New Rule: Now that liberals have taken back the word "liberal," they also have to take back the word "elite." By now you've heard the constant right-wing attacks on the "elite media," and the "liberal elite." Who may or may not be part of the "Washington elite." A subset of the "East Coast elite." Which is overly influenced by the "Hollywood elite." So basically, unless you're a shit-kicker from Kansas, you're with the terrorists. If you played a drinking game where you did a shot every time Rush Limbaugh attacked someone for being "elite," you'd be almost as wasted as Rush Limbaugh. I don't get it: In other fields--outside of government--elite is a good thing, like an elite fighting force. Tiger Woods is an elite golfer. If I need brain surgery, I'd like an elite doctor. But in politics, elite is bad--the elite aren't down-to-earth and accessible like you and me and President Shit-for-Brains. Which is fine, except that whenever there's a Bush administration scandal, it always traces back to some incompetent political hack appointment, and you think to yourself, "Where are they getting these screwups from?" Well, now we know: from Pat Robertson. I'm not kidding. Take Monica Goodling, who before she resigned last week because she's smack in the middle of the U.S. attorneys scandal, was the third-ranking official in the Justice Department of the United States. She's thirty-three, and though she never even worked as a prosecutor, was tasked with overseeing the job performance of all ninety-three U.S. attorneys. How do you get to the top that fast? Harvard? Princeton? No, Goodling did her undergraduate work at Messiah College--you know, home of the "Fighting Christies"--and then went on to attend Pat Robertson's law school. Yes, Pat Robertson, the man who said the presence of gay people at Disney World would cause "earthquakes, tornadoes, and possibly a meteor," has a law school. And what kid wouldn't want to attend? It's three years, and you have to read only one book. U.S. News & World Report, which does the definitive ranking of colleges, lists Regent as a tier-four school, which is the lowest score it gives. It's not a hard school to get into. You have to renounce Satan and draw a pirate on a matchbook. This is for the people who couldn't get into the University of Phoenix. Now, would you care to guess how many graduates of this televangelist diploma mill work in the Bush administration? On hundred fifty. And you wonder why things are so messed up? We're talking about a top Justice Department official who went to a college founded by a TV host. Would you send your daughter to Maury Povich U? And if you did, would you expect her to get a job at the White House? In two hundred years, we've gone from "we the people" to "up with people." From the best and brightest to dumb and dumber. And where better to find people dumb enough to believe in George Bush than Pat Robertson's law school? The problem here in America isn't that the country is being run by elites. It's that it's being run by a bunch of hayseeds. And by the way, the lawyer Monica Goodling hired to keep her ass out of jail went to a real law school.

Strange memories on this nervous night in Las Vegas. Five years later? Six? It seems like a lifetime, or at least a Main Era—the kind of peak that never comes again. San Francisco in the middle sixties was a very special time and place to be a part of. Maybe it meant something. Maybe not, in the long run… but no explanation, no mix of words or music or memories can touch that sense of knowing that you were there and alive in that corner of time and the world. Whatever it meant.… History is hard to know, because of all the hired bullshit, but even without being sure of "history" it seems entirely reasonable to think that every now and then the energy of a whole generation comes to a head in a long fine flash, for reasons that nobody really understands at the time—and which never explain, in retrospect, what actually happened. My central memory of that time seems to hang on one or five or maybe forty nights—or very early mornings—when I left the Fillmore half-crazy and, instead of going home, aimed the big 650 Lightning across the Bay Bridge at a hundred miles an hour wearing L. L. Bean shorts and a Butte sheepherder's jacket… booming through the Treasure Island tunnel at the lights of Oakland and Berkeley and Richmond, not quite sure which turn-off to take when I got to the other end (always stalling at the toll-gate, too twisted to find neutral while I fumbled for change)... but being absolutely certain that no matter which way I went I would come to a place where people were just as high and wild as I was: No doubt at all about that… There was madness in any direction, at any hour. If not across the Bay, then up the Golden Gate or down 101 to Los Altos or La Honda.… You could strike sparks anywhere. There was a fantastic universal sense that whatever we were doing was right, that we were winning.… And that, I think, was the handle—that sense of inevitable victory over the forces of Old and Evil. Not in any mean or military sense; we didn't need that. Our energy would simply prevail. There was no point in fighting—on our side or theirs. We had all the momentum; we were riding the crest of a high and beautiful wave.… So now, less than five years later, you can go up on a steep hill in Las Vegas and look West, and with the right kind of eyes you can almost see the high-water mark—that place where the wave finally broke and rolled back.

The very best way to know what you want is to act in the role. Not just in title, but in real action. In my career, I’ve been acting VP of HR, CFO, and VP of sales. Often CEOs resist acting in functional roles, because they worry that they lack the appropriate knowledge. This worry is precisely why you should act—to get the appropriate knowledge. Indeed, acting is really the only way to get all the knowledge that you need to make the hire, because you are looking for the right executive for your company today, not a generic executive.

We’re told that parents push their children too hard to excel (by ghostwriting their homework and hiring tutors, and demanding that they triumph over their peers), but also that parents try to protect kids from competition (by giving trophies to everyone), that expectations have declined, that too much attention is paid to making children happy. Similarly, young adults are described as self-satisfied twits—more pleased with themselves than their accomplishments merit—but also as being so miserable that they’re in therapy. Or there’s an epidemic of helicopter parenting, even though parents are so focused on their gadgets that they ignore their children. The assumption seems to be that readers will just nod right along, failing to note any inconsistencies, as long as the tone is derogatory and the perspective is traditionalist.

The insistence is on merit, insinuating that any current majority white leadership in any industry has got there through hard work and no outside help, as if whiteness isn’t its own leg-up, as if it doesn’t imply a familiarity that warms an interviewer to a candidate. When each of the sectors I mentioned earlier have such dire racial representation, you’d have to be fooling yourself if you really think that the homogeneous glut of middle-aged white men currently clogging the upper echelons of most professions got there purely through talent alone. We don’t live in a meritocracy, and to pretend that simple hard work will elevate all to success is an exercise in wilful ignorance. Opposing positive discrimination based on apprehensions about getting the best person for the job means inadvertently revealing what you think talent looks like, and the kind of person in which you think talent resides. Because if the current system worked correctly, and if hiring practices were successfully recruiting and promoting the right people for the right jobs in all circumstances, I seriously doubt that so many leadership positions would be occupied by white middle-aged men.

defiance of law and tone, and everybody’s disbelieving looks, the president seemed intent on surrounding himself in the White House with his family. The Trumps, all of them—except for his wife, who, mystifyingly, was staying in New York—were moving in, all of them set to assume responsibilities similar to their status in the Trump Organization, without anyone apparently counseling against it. Finally, it was the right-wing diva and Trump supporter Ann Coulter who took the president-elect aside and said, “Nobody is apparently telling you this. But you can’t. You just can’t hire your children.

I do enjoy writing, and I hope someone gets something interesting out of this book. I already have. Now, If I ever have to write a book that is not about me, I may be totally stumped and have writer's block. We will see. Writing is very convenient, has a low expense and is a great way to pass the time. I highly recommend it to any old rocker who is out of cash and doesn't know what to do next. You could hire someone to write it for you if you can't write it yourself. That doesn't seem to matter. Just don't hire some sweaty hack who asks you questions for years and twists them into his own vision of what is right or wrong. Try to avoid doing that.

She stepped aside, dodging him with maddening ease. Grave lunged again. But faster than he could follow she ducked and slashed her sword across his shins. He hit the wet ground before he felt the pain. The world flashed black and gray and red, and agony tore at him. A dagger still left in his hand, he scuttled backward toward the wall. But his legs wouldn’t respond, and his arms strained to pull him through the damp filth. “Bitch,” he hissed. “Bitch.” He hit the wall, blood pouring from his legs. Bone had been sliced. He would not be able to walk. He could still find a way to make her pay, though. She stopped a few feet away and sheathed her sword. She drew a long, jeweled dagger. He swore at her, the filthiest word he could think of. She chuckled, and faster than a striking asp, she had one of his arms against the wall, the dagger glinting. Pain ripped through his right wrist, then his left as it, too, was slammed into the stone. Grave screamed—truly screamed—as he found his arms pinned to the wall by two daggers. His blood was nearly black in the moonlight. He thrashed, cursing her again and again. He would bleed to death unless he pulled his arms from the wall. With otherworldly silence, she crouched before him and lifted his chin with another dagger. Grave panted as she brought her face close to his. There was nothing beneath the cowl—nothing of this world. She had no face. “Who hired you?” she asked, her voice like gravel. “To do what?” he asked, almost sobbing. Maybe he could feign innocence. He could talk his way out, convince this arrogant whore he had nothing to do with it … She turned the dagger, pressing it into his neck. “To kill Princess Nehemia.” “N-n-no one. I don’t know what you’re talking about.” And then, without even an intake of breath, she buried another dagger he hadn’t realized she’d been holding into his thigh. So deep he felt the reverberation as it hit the cobblestones beneath. His scream shattered out of him, and Grave writhed, his wrists rising farther on the blades. “Who hired you?” she asked again. Calm, so calm. “Gold,” Grave moaned. “I have gold.” She drew yet another dagger and shoved it into his other thigh, piercing again to the stone. Grave shrieked—shrieked to gods who did not save him. “Who hired you?” “I don’t know what you’re talking about!” After a heartbeat, she withdrew the daggers from his thighs. He almost soiled himself at the pain, at the relief. “Thank you.” He wept, even as he thought of how he would punish her. She sat back on her heels and stared at him. “Thank you.” But then she brought up another dagger, its edge serrated and glinting, and hovered it close to his hand. “Pick a finger,” she said. He trembled and shook his head. “Pick a finger.” “P-please.” A wet warmth filled the seat of his pants. “Thumb it is.” “N-no. I … I’ll tell you everything!” Still, she brought the blade closer, until it rested against the base of his thumb. “Don’t! I’ll tell you everything!

This is the thing: if you have the option to not think about or even consider history, whether you learned it right or not, or whether it even deserves consideration, that's how you know you're on board the ship that serves hors d'oeuvres and fluffs your pillows, while others are out at sea, swimming or drowning, or clinging to little inflatable rafts that they have to take turns keeping inflated, people short of breath, who've never even heard of the words hors d'oeuvres of fluff. Then someone from up on the yacht says, "It's too bad those people down there are lazy, and not as smart and able as we are up here, we who have built these strong, large, stylish boats ourselves, we who float the seven seas like kings." And then someone else on board says something like, "But your father gave you this yacht, and these are his servants who brought the hors d'oeuvres." At which point that person gets tossed overboard by a group of hired thugs who'd been hired by the father who owned the yacht, hired for the express purpose of removing any and all agitators on the yacht to keep them from making unnecessary waves, or even referencing the father or the yacht itself. Meanwhile, the man thrown overboard begs for his life and the people on the small inflatable rafts can't get to him soon enough, or they don't even try, and the yacht's speed and weight cause and undertow. Then in whispers, while the agitator gets sucked under the yacht, private agreements are made, precautions are measured out, and everyone quietly agrees to keep on quietly agreeing to the implied rule of law and to not think about what just happened. Soon, the father, who put these things in place, is only spoken of in the form of lore, stories told to children at night, under the stars, at which point there are suddenly several fathers, noble, wise forefather. And the boat sails on unfettered.

McDonald’s almost hired me one time, and I only applied for the job to meet younger girls. Black girls, Hispanic, white, and Chinese girls, it says right on the job application how McDonald’s hires different races and ethnic backgrounds. It’s girls, girls, girls, buffet-style. Also on the application McDonald’s says if you have any of the following diseases: Hepatitis A, Salmonella, Shigella, Staphylococcus, Giardia, or Campylobacter, then you may not work there. This is more of a guarantee than you get meeting girls on the street. You can’t be too careful. Al least at McDonald’s she’s gone on the record saying she’s clean. Plus, there’s a very good chance she’s going to be young. Pimple young. Giggling young. Silly young and as stupid as me.

Delegate judiciously: This is another incredibly important lesson for leading. A finance billionaire once told me that to scale a business you have to know how to delegate: “A great employee will do something 80 percent the same way you would do it. The last 20 percent is their personal take on the deliverable. There’s a 50 percent chance that your way would be the right way and a 50 percent chance that their way is better. They’re not going to do it 100 percent the same way you would, but you have to hope that you hire people who will do things better than you would, who will try things that are smartly conceived. You have to get comfortable with people doing things 80 percent the way you would have done them in order to scale a business.” The ability to delegate smartly is critical.

What is the value of sensitives? Look around: we live in a ugly and stupid world which could have been prevented if sensitives had been present, and had the power to influence things. That block-shaped, pressed concrete, ugly shopping mall? The princess would opine that no one could have any peace of mind with such hideous backgrounds, and demand something like a traditional building, with ornate spires and comfortable human spaces instead. Grating, two-note music ranting about copulation and projected sexual desire? No princess would want this crass gibberish around her, nor would she recognize music which neglected the finer parts of composition, melody, harmony, rhythm, and narrative. She would hire Schubert instead. Schools that treat students like livestock, jobs that are jails, marriages that are suicide pacts, and boring tract housing? Similarly, a princess would have no use for those, and perceive that these would be abusive to her so must be to others as well. As children, we made fun of the sensitivity of the princess. A pea, under twenty mattresses, really? The point — in the visual-metaphorical language of fable, religion, literature, and conspiracy theory — tells us that sensitivity is in fact needed, and it needs power to save the rest of us from what we do not yet perceive. In this story, the princess is simply a finer instrument. After twenty years, we might notice that we woke up tired in the mornings, and eventually investigate and find the pea, but she knew right away, intuitively and by the nature of her character. This is part of what makes an aristocrat.

Help you?” he said without looking up. I glanced at Meg, silently double-checking that we were in the right building. She nodded. “We’re here to surrender,” I told the guard. Surely this would make him look up. But no. He could not have acted less interested in us. I was reminded of the guest entrance to Mount Olympus, through the lobby of the Empire State Building. Normally, I never went that way, but I knew Zeus hired the most unimpressible, disinterested beings he could find to guard the desk as a way to discourage visitors. I wondered if Nero had intentionally done the same thing here. “I’m Apollo,” I continued. “And this is Meg. I believe we’re expected? As in…hard deadline at sunset or the city burns?” The guard took a deep breath, as if it pained him to move. Keeping one finger in his novel, he picked up a pen and slapped it on the counter next to the sign-in book. “Names. IDs.” “You need our IDs to take us prisoner?” I asked. The guard turned the page in his book and kept reading. With a sigh, I pulled out my New York State junior driver’s license. I suppose I shouldn’t have been surprised that I’d have to show it one last time, just to complete my humiliation. I slid it across the counter. Then I signed the logbook for both of us. Name(s): Lester (Apollo) and Meg. Here to see: Nero. Business: Surrender. Time in: 7:16 p.m. Time out: Probably never. Since Meg was a minor, I didn’t expect her to have an ID, but she removed her gold scimitar rings and placed them next to my license. I stifled the urge to shout, Are you insane? But Meg gave them up as if she’d done this a million times before. The guard took the rings and examined them without comment. He held up my license and compared it to my face. His eyes were the color of decade-old ice cubes. He seemed to decide that, tragically, I looked as bad in real life as I did in my license photo. He handed it back, along with Meg’s rings. “Elevator nine to your right,” he announced. I almost thanked him. Then I thought better of it.

NO PERFORMANCE MANAGEMENT OR EMPLOYEE FEEDBACK PROCESS Your company now employs twenty-five people and you know that you should formalize the performance management process, but you don’t want to pay the price. You worry that doing so will make it feel like a “big company.” Moreover, you do not want your employees to be offended by the feedback, because you can’t afford to lose anyone right now. And people are happy, so why rock the boat? Why not take on a little management debt? The first noticeable payments will be due when somebody performs below expectations: CEO: “He was good when we hired him; what happened?” Manager: “He’s not doing the things that we need him to do.” CEO: “Did we clearly tell him that?” Manager: “Maybe not clearly . . .” However, the larger payment will be a silent tax. Companies execute well when everybody is on the same page and everybody is constantly improving. In a vacuum of feedback, there is almost no chance that your company will perform optimally across either dimension. Directions with no corrections will seem fuzzy and obtuse. People rarely improve weakness they are unaware of. The ultimate price you will pay for not giving feedback: systematically crappy company performance.

In 1970, Alix Kates Shulman, a wife, mother, and writer who had joined the Women's Liberation Movement in New York, wrote a poignant account of how the initial equality and companionship of her marriage had deteriorated once she had children. "[N]ow I was restricted to the company of two demanding preschoolers and to the four walls of an apartment. It seemed unfair that while my husband's life had changed little when the children were born, domestic life had become the only life I had." His job became even more demanding, requiring late nights and travel out of town. Meanwhile it was virtually impossible for her to work at home. "I had no time for myself; the children were always there." Neither she nor her husband was happy with the situation, so they did something radical, which received considerable media coverage: they wrote up a marriage agreement... In it they asserted that "each member of the family has an equal right to his/her own time, work, values and choices... The ability to earn more money is already a privilege which must not be compounded by enabling the larger earner to buy out of his/her duties and put the burden on the one who earns less, or on someone hired from outside." The agreement insisted that domestic jobs be shared fifty-fifty and, get this girls, "If one party works overtime in any domestic job, she/he must be compensated by equal work by the other." The agreement then listed a complete job breakdown... in other worde, the agreement acknowledged the physical and the emotional/mental work involved in parenting and valued both. At the end of the article, Shulman noted how much happier she and her husband were as a result of the agreement. In the two years after its inception, Shulman wrote three children's books, a biography and a novel. But listen, too, to what it meant to her husband, who was now actually seeing his children every day. After the agreement had been in effect for four months, "our daughter said one day to my husband, 'You know, Daddy, I used to love Mommy more than you, but now I love you both the same.

Romantic literature often presents the individual as somebody caught in a struggle against the state and the market. Nothing could be further from the truth. The state and the market are the mother and father of the individual, and the individual can survive only thanks to them. The market provides us with work, insurance and a pension. If we want to study a profession, the government’s schools are there to teach us. If we want to open a business, the bank loans us money. If we want to build a house, a construction company builds it and the bank gives us a mortgage, in some cases subsidised or insured by the state. If violence flares up, the police protect us. If we are sick for a few days, our health insurance takes care of us. If we are debilitated for months, social security steps in. If we need around-the-clock assistance, we can go to the market and hire a nurse – usually some stranger from the other side of the world who takes care of us with the kind of devotion that we no longer expect from our own children. If we have the means, we can spend our golden years at a senior citizens’ home. The tax authorities treat us as individuals, and do not expect us to pay the neighbours’ taxes. The courts, too, see us as individuals, and never punish us for the crimes of our cousins. Not only adult men, but also women and children, are recognised as individuals. Throughout most of history, women were often seen as the property of family or community. Modern states, on the other hand, see women as individuals, enjoying economic and legal rights independently of their family and community. They may hold their own bank accounts, decide whom to marry, and even choose to divorce or live on their own. But the liberation of the individual comes at a cost. Many of us now bewail the loss of strong families and communities and feel alienated and threatened by the power the impersonal state and market wield over our lives. States and markets composed of alienated individuals can intervene in the lives of their members much more easily than states and markets composed of strong families and communities. When neighbours in a high-rise apartment building cannot even agree on how much to pay their janitor, how can we expect them to resist the state? The deal between states, markets and individuals is an uneasy one. The state and the market disagree about their mutual rights and obligations, and individuals complain that both demand too much and provide too little. In many cases individuals are exploited by markets, and states employ their armies, police forces and bureaucracies to persecute individuals instead of defending them. Yet it is amazing that this deal works at all – however imperfectly. For it breaches countless generations of human social arrangements. Millions of years of evolution have designed us to live and think as community members. Within a mere two centuries we have become alienated individuals. Nothing testifies better to the awesome power of culture.

But no matter how strenuously everyone denies it, race-based hiring inevitably means lower standards. As Americans begin to wake up to the poor quality of their schools, a few states have begun to test teachers to see if they are up to snuff. Teachers’ unions resist this for obvious reasons, as do “civil rights” organizations. In the California teachers’ examination in 1983, 76 percent of the white teachers passed, but only 26 percent of the black teachers did. In a Florida exam the same year, 90 percent of whites but only 35 percent of blacks passed.772* In the case of the National Teachers’ Examination, 84 percent of whites passed it but only 33 percent of blacks.773 Are lower standards a legitimate price to pay for “role models”? Even if black children were somehow helped by this, it is difficult to see what good such role models can do for white children.

I said, “there was a society of men among us, bred up from their youth in the art of proving, by words multiplied for the purpose, that white is black, and black is white, according as they are paid. To this society all the rest of the people are slaves. For example, if my neighbour has a mind to my cow, he has a lawyer to prove that he ought to have my cow from me. I must then hire another to defend my right, it being against all rules of law that any man should be allowed to speak for himself. Now, in this case, I, who am the right owner, lie under two great disadvantages: first, my lawyer, being practised almost from his cradle in defending falsehood, is quite out of his element when he would be an advocate for justice, which is an unnatural office he always attempts with great awkwardness, if not with ill-will. The second disadvantage is, that my lawyer must proceed with great caution, or else he will be reprimanded by the judges, and abhorred by his brethren, as one that would lessen the practice of the law. And therefore I have but two methods to preserve my cow. The first is, to gain over my adversary’s lawyer with a double fee, who will then betray his client by insinuating that he hath justice on his side. The second way is for my lawyer to make my cause appear as unjust as he can, by allowing the cow to belong to my adversary: and this, if it be skilfully done, will certainly bespeak the favour of the bench.

I was pregnant, and then I wasn’t,” she said softly. “I was in love, and then I wasn’t. You did that. You took those things from me. My family was collateral damage in a drive-by ordered by you.” “I’ve hated you longer than I’ve done much of anything else. No one hired me. I’m here because it’s the only way I’m still a mother to her. I can still be an angry mother even though she’s not here. But I’m not even doing that right.” Eve hung her head in defeat. She felt the numbness crawl over her again. Claim me. I have nothing left. Beckett dropped his arms and turned to face her. “Eve.” The odd sound of her name on his lips brought her eyes to his face. He was devastated. “What’s her name?” Beckett asked in an unsteady voice. Eve bit her lip. She’d never told anyone. “Anna.” Eve’s long-dry eyes filled with tears. Beckett made no move to cover himself or call for help. “That’s a beautiful name. Anna’s very lucky to have such a dedicated mother. Once you’re a mom, that title’s yours for-fucking-ever—like a president.” He reached over and chose the quietest pistol from the wall. He held it out to her. “No one will hear this one, so you should be able to get out of here. I’m so sorry. I caused you the most unimaginable pain. It would be my honor to die at your hand, if it gives you even a moment’s peace.” Eve stared at the gun for a long while. “That’s the worst part,” she whispered, her voice soaked with defeat. “I’m not strong enough. I’ve killed so many. I can kill anyone. But I can’t kill you.

In Matthew 20, Jesus told the story of a landowner who hired several men at different times of the day to work in his field. At the end of the day, the landowner unexpectedly paid all of them the same amount for their work. Obviously this didn’t bother the last-minute hires, but the men who had worked all day complained loudly that the landowner was being unfair. They said, “These last workers put in only one easy hour, and you just made them equal to us, who slaved all day under a scorching sun!” 17 I love the landowner’s reply: “Friend, I didn’t cheat you. I paid you exactly what we agreed on. Take your money now and go! What business is it of yours if I want to pay them the same that I paid you? Don’t I have the right to do what I want with my own money? Why should you be jealous, if I want to be generous?” 18 I love the landowner’s frankness: “Take what is yours and go your way!” 19 In other words, “Stop resenting my grace to others, be grateful for what you’ve got, and move on with your life now!” That advice will keep you from getting caught in the envy trap and being detoured from the path God has laid out for you.

We are none of us born into Eden,” Doc said reasonably. “World’s plenty evil when we get here. Question is, what’s the best way to play a bad hand? Abolitionists thought that all they had to do to right an ancient wrong was set the slaves free.” He looked at Morg. “Trouble was, they didn’t have a plan in the world for what came next. Cut ‘em loose. That was the plan. Let ‘em eat cake, I guess.” He was muttering now, eyes on the bridge. “Four years of war. Hundreds of thousands of casualties...All so black folks in the South could be treated as bad as millworkers in the North! Pay as little as you can. Work ‘em ‘til they’re too old or sick or hurt to do the job. Then cut ‘em loose! Hire a starvin’ Irish replacement! That’s abolitionist freedom for you ...Heartless bastards ... ‘Free the slaves’ sounds good until you start wonderin’ how Chainey and Wilson would make a livin’ when they were already so old they couldn’t do a lick of work. What was a little child like Sophie Walton supposed to do? No kin who’d care for her ...” He looked up. “I doubt the abolitionists anticipated the Ku Klux Klan either, but here it is, makin’ life worse than ever for black folks.

We are none of us born into Eden,” Doc said reasonably. “World’s plenty evil when we get here. Question is, what’s the best way to play a bad hand? Abolitionists thought that all they had to do to right an ancient wrong was set the slaves free.” He looked at Morg. “Trouble was, they didn’t have a plan in the world for what came next. Cut ‘em loose. That was the plan. Let ‘em eat cake, I guess.” He was muttering now, eyes on the bridge. “Four years of war. Hundreds of thousands of casualties...All so black folks in the South could be treated as bad as millworkers in the North! Pay as little as you can. Work ‘em ‘til they’re too old or sick or hurt to do the job. Then cut ‘em loose! Hire a starvin’ Irish replacement! That’s abolitionist freedom for you ...Heartless bastards ... ‘Free the slaves’ sounds good until you start wondering’ how Chainey and Wilson would make a livin’ when they were already so old they couldn’t do a lick of work. What was a little child like Sophie Walton supposed to do? No kin who’d vare for her ...” He looked up. “I doubt the abolitionists anticipated the Lu Klux Klan either, but here it is, makin’ life worse than ever for black folks.

The cabby left, muttering under his nose. "What's he muttering about?" Mr. Goliadkin thought through his tears. "I hired him for the evening, I'm sort of...within my rights nows...so there! I hired him for the evening, and that's the end of the matter. Even if he just stands there, it's all the same. It's as I will. I'm free to go, and free not to go. And that I'm now standing behind the woodpile--that, too, is quite all right...and don't you dare say anything; I say, the gentleman wants to stand behind the woodpile, so he stands behind the woodpile...and it's no taint to anybody's honor--so there! So there, lady mine, if you'd like to know. Thus and so, I say, but in our age, lady mine, nobody lives in a hut. So there! In our industrial age, lady mine, you can't get anywhere without good behavior, of which you yourself serve as a pernicious example...You say one must serve as a chief clerk and live in a hut on the seashore. First of all, lady mine, there are no chief clerks on the seashore, and second, you and I can't possible get to be a chief clerk. For, to take an example, suppose I apply, I show up--thus and so, as a chief clerk, say, sort of...and protect me from my enemy...and they'll tell you, my lady, say, sort of...there are lots of chief clerks, and here you're not at some émigrée Falbala's, where you learned good behavior, of which you yourself serve as a pernicious example. Good behavior, my lady, means sitting at home, respecting your father, and not thinking of any little suitors before it's time. Little suitors, my lady, will be found in due time! So there! Of course, one must indisputably have certain talents, to wit: playing the piano on occasion, speaking French, some history, geography, catechism, and arithmetic--so there!--but not more. Also cooking; cooking should unfailingly be part of every well-behaved girl's knowledge!

We stood in the wings together, side by side. Reed's mouth was still agape. "It makes sense when you think about it," I mused. "You get two people together who have you-know-what, and sparks are going to fly." Reed's cue was about to start. He pointed at me and said, "Tonight. There's a party. And we're going to talk." "Yes" "Because this is crazy." "Totally." "Okay. Well." He tugged a strand of my hair. "Good luck out there." "You're not supposed to say that." "Fine. How about..." He squinted at me. "Here's looking at you kid." The smile melted off my face. "What did you say?" "It's a line. From a movie." He shrugged and burst onto the stage with a hee-haw. It was a line. From Casablanca. The same line KARL had said to me when I was Elsa. The same like Karl didn't recognize when I said it to him as Floressa. Which meant... nothing. Right? Lots of people know that line. Just because Reed said it, and Reed was a sub, it didn't mean he was... he was... "You're on," the stage manager whispered. I stumbled onto the stage. The lights were too bright. The theater was packed. Reed gave me a quick, crooked smile, and I knew. My crush on Karl was less complicated than I thought, because it wasn't Karl I'd been with that day in the garden. Now my crush on Reed... ? THAT was a scandal all on its own.

Toyota wasn’t really worried that it would give away its “secret sauce.” Toyota’s competitive advantage rested firmly in its proprietary, complex, and often unspoken processes. In hindsight, Ernie Schaefer, a longtime GM manager who toured the Toyota plant, told NPR’s This American Life that he realized that there were no special secrets to see on the manufacturing floors. “You know, they never prohibited us from walking through the plant, understanding, even asking questions of some of their key people,” Schaefer said. “I’ve often puzzled over that, why they did that. And I think they recognized we were asking the wrong questions. We didn’t understand this bigger picture.” It’s no surprise, really. Processes are often hard to see—they’re a combination of both formal, defined, and documented steps and expectations and informal, habitual routines or ways of working that have evolved over time. But they matter profoundly. As MIT’s Edgar Schein has explored and discussed, processes are a critical part of the unspoken culture of an organization. 1 They enforce “this is what matters most to us.” Processes are intangible; they belong to the company. They emerge from hundreds and hundreds of small decisions about how to solve a problem. They’re critical to strategy, but they also can’t easily be copied. Pixar Animation Studios, too, has openly shared its creative process with the world. Pixar’s longtime president Ed Catmull has literally written the book on how the digital film company fosters collective creativity2—there are fixed processes about how a movie idea is generated, critiqued, improved, and perfected. Yet Pixar’s competitors have yet to equal Pixar’s successes. Like Toyota, Southern New Hampshire University has been open with would-be competitors, regularly offering tours and visits to other educational institutions. As President Paul LeBlanc sees it, competition is always possible from well-financed organizations with more powerful brand recognition. But those assets alone aren’t enough to give them a leg up. SNHU has taken years to craft and integrate the right experiences and processes for its students and they would be exceedingly difficult for a would-be competitor to copy. SNHU did not invent all its tactics for recruiting and serving its online students. It borrowed from some of the best practices of the for-profit educational sector. But what it’s done with laser focus is to ensure that all its processes—hundreds and hundreds of individual “this is how we do it” processes—focus specifically on how to best respond to the job students are hiring it for. “We think we have advantages by ‘owning’ these processes internally,” LeBlanc says, “and some of that is tied to our culture and passion for students.

were listening to Tupac right before . . . you know.” “A’ight, so what do you think it means?” “You don’t know?” I ask. “I know. I wanna hear what you think.” Here he goes. Picking my brain. “Khalil said it’s about what society feeds us as youth and how it comes back and bites them later,” I say. “I think it’s about more than youth though. I think it’s about us, period.” “Us who?” he asks. “Black people, minorities, poor people. Everybody at the bottom in society.” “The oppressed,” says Daddy. “Yeah. We’re the ones who get the short end of the stick, but we’re the ones they fear the most. That’s why the government targeted the Black Panthers, right? Because they were scared of the Panthers?” “Uh-huh,” Daddy says. “The Panthers educated and empowered the people. That tactic of empowering the oppressed goes even further back than the Panthers though. Name one.” Is he serious? He always makes me think. This one takes me a second. “The slave rebellion of 1831,” I say. “Nat Turner empowered and educated other slaves, and it led to one of the biggest slave revolts in history.” “A’ight, a’ight. You on it.” He gives me dap. “So, what’s the hate they’re giving the ‘little infants’ in today’s society?” “Racism?” “You gotta get a li’l more detailed than that. Think ’bout Khalil and his whole situation. Before he died.” “He was a drug dealer.” It hurts to say that. “And possibly a gang member.” “Why was he a drug dealer? Why are so many people in our neighborhood drug dealers?” I remember what Khalil said—he got tired of choosing between lights and food. “They need money,” I say. “And they don’t have a lot of other ways to get it.” “Right. Lack of opportunities,” Daddy says. “Corporate America don’t bring jobs to our communities, and they damn sure ain’t quick to hire us. Then, shit, even if you do have a high school diploma, so many of the schools in our neighborhoods don’t prepare us well enough. That’s why when your momma talked about sending you and your brothers to Williamson, I agreed. Our schools don’t get the resources to equip you like Williamson does. It’s easier to find some crack than it is to find a good school around here.

I know for a fact that I would be awful if I was built like Serena Williams or Jennifer Lopez... If I had a body remotely close to what they have, I would be a terror. My ass would cause me to do really inappropriate and rude things. I'd be so ridiculous that people would be able to pick my labia out of a lineup. I'd wear zero clothes any- and everywhere, every day. I'd show up at church rocking a denim thong and a cropped T-shirt and have the nerve to sit right next to the head usher and dare her to say anything to me. And if anyone did say something to me, I'd tell them, "Jesus blessed me in many ways, and I am just showing off His works. HALLELUJAH." People would be disgusted and appalled by me and I wouldn't care. All insults would bounce off my ample backside. To whom much is given, much is required, and I'd require that my much would be given nary an inch of fabric. I'd hire a band whose sole job would be to follow me around and play theme music for my yansh, based on the mood I was in... I might opt to walk backwards into any room I entered, because why not?... I might also declare my booty its own limited liability corporation, assigning myself as CEO and chairman of the Donk. My jeans would be tax-deductible business expenses, and I would add my ass to my LinkedIn profile's Skills section. Everyone would throw hate ration in my dancery, and I wouldn't even see it, protected as I would be by the throne I sat atop.

There's one thing you ought to know about old people," Alberto Terégo told me on our early morning walk on the beach. "Like what?" I asked my friend in reply. "Like old people don't mind if you kill them," Terégo said. "Just don't give them any more crap while you're doing it." "Are you talking about yourself?" I said. "You're telling me you'd rather have someone kill you than give you a hard time?” My head was starting to hurt. It usually did when I talked with Terégo, but never so soon into our daily conservation. He was grinning now, knowing he had me again. I just stared at him. He has this uncanny knack of making me feel he's laid a booby trap of punji sticks on which I'm about to impale myself. “That's ridiculous," I said finally, feeling like a kid for not being able to come up with a better response to his bizarre suggestion. “No, it's life,” Terégo said, his grin growing larger. “What's life?” I said. “Taking crap,” he said. "Taking crap is life?" I said. The grin hung ear to ear now. “It's what nice people do,” Terégo said. “There's an 18th century proverb that says we all have to eat a peck of dirt before we die. We do it from an early age, so old people have been doing it for a very long time, way beyond the proverbial amount that broke the camel's back.” “Eating dirt is life?” I said, feeling the pain grow under my arched eyebrows. "That's right," he said. "Eating dirt?" I repeated dully. "We do it to be team players, so we don’t rock the boat, to go with the flow," Terégo said. "We put up, shut up, get along--no matter what--with people even the Dalai Lama would slap silly. We defer to their foolishness, stupidity, biases, racism, ego, telling them what they want to hear, keeping quiet when we ought to be speaking up loud and clear. We put a sock in it even though it chokes us. We do it so we won’t offend, to fit in, be neighborly, sociable, kind. We do it so people will like us, love and reward and hire and promote us. We do it to be successful, secure, happy." "We eat dirt to be happy," I said, my eyes starting to glaze over like frost on window panes in deep winter. "You see the supreme irony in that," Terégo said, the triumph in his voice almost palpable, galling me no end.

Obviously, in those situations, we lose the sale. But we’re not trying to maximize each and every transaction. Instead, we’re trying to build a lifelong relationship with each customer, one phone call at a time. A lot of people may think it’s strange that an Internet company is so focused on the telephone, when only about 5 percent of our sales happen through the telephone. In fact, most of our phone calls don’t even result in sales. But what we’ve found is that on average, every customer contacts us at least once sometime during his or her lifetime, and we just need to make sure that we use that opportunity to create a lasting memory. The majority of phone calls don’t result in an immediate order. Sometimes a customer may be calling because it’s her first time returning an item, and she just wants a little help stepping through the process. Other times, a customer may call because there’s a wedding coming up this weekend and he wants a little fashion advice. And sometimes, we get customers who call simply because they’re a little lonely and want someone to talk to. I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00 PM. We had missed the deadline by several hours. In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help. The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time. Now, truth be told, I was a little hesitant to include this story because I don’t actually want everyone who reads this book to start calling Zappos and ordering pizza. But I just think it’s a fun story to illustrate the power of not having scripts in your call center and empowering your employees to do what’s right for your brand, no matter how unusual or bizarre the situation. As for my friend from Skechers? After that phone call, she’s now a customer for life. Top 10 Ways to Instill Customer Service into Your Company   1. Make customer service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.   2. Make WOW a verb that is part of your company’s everyday vocabulary.   3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.   4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.   5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.   6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.   7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.   8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.   9. Find and hire people who are already passionate about customer service. 10. Give great service to everyone: customers, employees, and vendors.

Every year before the Days of Awe, the Ba-al Shem Tov, the founder of Hasidic Judaism, held a competition to see who would blow the shofar for him on Rosh Hashanah. Now if you wanted to blow the shofar for the Ba-al Shem Tov, not only did you have to blow the shofar like a virtuoso, but you also had to learn an elaborate system of kavanot — secret prayers that were said just before you blew the shofar to direct the shofar blasts and to see that they had the proper effect in the supernal realms. All the prospective shofar blowers practiced these kavanot for months. They were difficult and complex. There was one fellow who wanted to blow the shofar for the Ba-al Shem Tov so badly that he had been practicing these kavanot for years. But when his time came to audition before the Ba-al Shem, he realized that nothing he had done had prepared him adequately for the experience of standing before this great and holy man, and he choked. His mind froze completely. He couldn’t remember one of the kavanot he had practiced for all those years. He couldn’t even remember what he was supposed to be doing at all. He just stood before the Ba-al Shem in utter silence, and then, when he realized how egregiously — how utterly — he had failed this great test, his heart just broke in two and he began to weep, sobbing loudly, his shoulders heaving and his whole body wracking as he wept. All right, you’re hired, the Ba-al Shem said. But I don’t understand, the man said. I failed the test completely. I couldn’t even remember one kavanah. So the Ba-al Shem explained with the following parable: In the palace of the King, there are many secret chambers, and there are secret keys for each chamber, but one key unlocks them all, and that key is the ax. The King is the Lord of the Universe, the Ba-al Shem explained. The palace is the House of God. The secret chambers are the sefirot, the ascending spiritual realms that bring us closer and closer to God when we perform commandments such as blowing the shofar with the proper intention, and the secret keys are the kavanot. And the ax — the key that opens every chamber and brings us directly into the presence of the King, where he may be — the ax is the broken heart, for as it says in the Psalms, “God is close to the brokenhearted.

States. It was not easy for Chinese to get into the country. In 1882 Congress had passed a law suspending the entry of Chinese laborers and “all persons of the Chinese race” except officials, teachers, students, tourists, and merchants, at the same time formally prohibiting the naturalization of Chinese. The 1882 Act was the culmination of decades of anti-Chinese propaganda and discrimination. In 1852 California Governor John Bigler described Chinese immigrants as “contract coolies, avaricious, ignorant of moral obligations, incapable of being assimilated and dangerous to the welfare of the state.” In 1854 the California Supreme Court reversed the conviction of a white man for killing a Chinese miner by invoking Section 14 of the California Criminal Act, which specified that “no Black or mulatto person, or Indian shall be allowed to give evidence in favor of, or against a white man.” In support of the decision Chief Justice Hugh Murray declared that “to let Chinese testify in a court of law would admit them to all the equal rights of citizenship. And then we might see them at the polls, in the jury box, upon the bench, and in our legislative halls.” In 1879 the California State constitution prohibited corporations and municipal works from hiring Chinese and authorized cities to remove Chinese from their boundaries.1 My father never told us how he got around the restrictions of the Exclusion Act, and we knew better than to probe because it was generally understood that the distinction between being here legally and illegally was a shadowy one.

There was a note on the table.” “Bring it here,” Van Eck barked. The boy strode down the aisle, and Van Eck snatched the note from his hand. “What does it … what does it say?” asked Bajan. His voice was tremulous. Maybe Inej had been right about Alys and the music teacher. Van Eck backhanded him. “If I find out you knew anything about this—” “I didn’t!” Bajan cried. “I knew nothing. I followed your orders to the letter!” Van Eck crumpled the note in his fist, but not before Inej made out the words in Kaz’s jagged, unmistakable hand: Noon tomorrow. Goedmedbridge. With her knives. “The note was weighted down with this.” The boy reached into his pocket and drew out a tie pin—a fat ruby surrounded by golden laurel leaves. Kaz had stolen it from Van Eck back when they’d first been hired for the Ice Court job. Inej hadn’t had the chance to fence it before they left Ketterdam. Somehow Kaz must have gotten hold of it again. “Brekker,” Van Eck snarled, his voice taut with rage. Inej couldn’t help it. She started to laugh. Van Eck slapped her hard. He grabbed her tunic and shook her so that her bones rattled. “Brekker thinks we’re still playing a game, does he? She is my wife. She carries my heir.” Inej laughed even harder, all the horrors of the past week rising from her chest in giddy peals. She wasn’t sure she could have stopped if she wanted to. “And you were foolish enough to tell Kaz all of that on Vellgeluk.” “Shall I have Franke fetch the mallet and show you just how serious I am?” “Mister Van Eck,” Bajan pleaded. But Inej was done being frightened of this man. Before Van Eck could take another breath, she slammed her forehead upward, shattering his nose. He screamed and released her as blood gushed over his fine mercher suit. Instantly, his guards were on her, pulling her back. “You little wretch,” Van Eck said, holding a monogrammed handkerchief to his face. “You little whore. I’ll take a hammer to both your legs myself—” “Go on, Van Eck, threaten me. Tell me all the little things I am. You lay a finger on me and Kaz Brekker will cut the baby from your pretty wife’s stomach and hang its body from a balcony at the Exchange.” Ugly words, speech that pricked her conscience, but Van Eck deserved the images she’d planted in his mind. Though she didn’t believe Kaz would do such a thing, she felt grateful for each nasty, vicious thing Dirtyhands had done to earn his reputation—a reputation that would haunt Van Eck every second until his wife was returned. “Be silent,” he shouted, spittle flying from his mouth. “You think he won’t?” Inej taunted. She could feel the heat in her cheek from where his hand had struck her, could see the mallet still resting in the guard’s hand. Van Eck had given her fear and she was happy to return it to him. “Vile, ruthless, amoral. Isn’t that why you hired Kaz in the first place? Because he does the things that no one else dares? Go on, Van Eck. Break my legs and see what happens. Dare him.” Had she really believed a merch could outthink Kaz Brekker? Kaz would get her free and then they’d show this man exactly what whores and canal rats could do. “Console yourself,” she said as Van Eck clutched the ragged corner of the table for support. “Even better men can be bested.

Only those who have lost as much as we have see the particularly nasty slice of smile on someone who thinks they’re winning when they say “Get over it.” This is the thing: If you have the option to not think about or even consider history, whether you learned it right or not, or whether it even deserves consideration, that’s how you know you’re on board the ship that serves hors d’oeuvres and fluffs your pillows, while others are out at sea, swimming or drowning, or clinging to little inflatable rafts that they have to take turns keeping inflated, people short of breath, who’ve never even heard of the words hors d’oeuvres or fluff. Then someone from up on the yacht says, “It’s too bad those people down there are lazy, and not as smart and able as we are up here, we who have built these strong, large, stylish boats ourselves, we who float the seven seas like kings.” And then someone else on board says something like, “But your father gave you this yacht, and these are his servants who brought the hors d’oeuvres.” At which point that person gets tossed overboard by a group of hired thugs who’d been hired by the father who owned the yacht, hired for the express purpose of removing any and all agitators on the yacht to keep them from making unnecessary waves, or even referencing the father or the yacht itself. Meanwhile, the man thrown overboard begs for his life, and the people on the small inflatable rafts can’t get to him soon enough, or they don’t even try, and the yacht’s speed and weight cause an undertow. Then in whispers, while the agitator gets sucked under the yacht, private agreements are made, precautions are measured out, and everyone quietly agrees to keep on quietly agreeing to the implied rule of law and to not think about what just happened. Soon, the father, who put these things in place, is only spoken of in the form of lore, stories told to children at night, under the stars, at which point there are suddenly several fathers, noble, wise forefathers. And the boat sails on unfettered. If you were fortunate enough to be born into a family whose ancestors directly benefited from genocide and/or slavery, maybe you think the more you don’t know, the more innocent you can stay, which is a good incentive to not find out, to not look too deep, to walk carefully around the sleeping tiger. Look no further than your last name. Follow it back and you might find your line paved with gold, or beset with traps.

...because a man on the scent of the White House is rarely rational. He is more like a beast in heat: a bull elk in the rut, crashing blindly through the timber in a fever for something to fuck. Anything! A cow, a calf, a mare--any flesh and blood beast with a hole in it.The bull elk is a very crafty animal for about fifty weeks of the year; his senses are so sharp that only an artful stalker can get within a thousand yards of him...butwhen the rut comes on, in the autumn, any geek with the sense to blow an elk-whistle can lure a bull elk right up to his car in ten minutes if he can drive within hearing range. The dumb bastards lose all control of themselves when the rut comes on. Their eyes glaze over, their ears pack up with hot wax, and their loins get heavy with blood. Anything that sounds like a cow elk in heat will fuse the central nervous systems of every bull on the mountain. They will race through the timbers like huge cannonballs, trampling small trees and scraping off bloody chunks of their own hair on the unyielding bark of the big ones. They behave like sharks in a feeding frenzy, attacking each other with all the demented violence of human drug dealers gone mad on their own wares. A career politician finally smelling the White House is not Much different from a bull elk in the rut. He will stop at nothing, trashing anything that gets in his way; and anything he can't handle personally, he will hire out--or, failing that, make a deal. It is a difficult syndrome for most people to understand, because so few of us ever come close to the kind of Ultimate Power and Achievement that the White House represents to a career politician.

You Are What You Eat Take food for example. We all assume that our craving or disgust is due to something about the food itself - as opposed to being an often arbitrary response preprogrammed by our culture. We understand that Australians prefer cricket to baseball, or that the French somehow find Gerard Depardieu sexy, but how hungry would you have to be before you would consider plucking a moth from the night air and popping it, frantic and dusty, into your mouth? Flap, crunch, ooze. You could wash it down with some saliva beer.How does a plate of sheep brain's sound? Broiled puppy with gravy? May we interest you in pig ears or shrimp heads? Perhaps a deep-fried songbird that you chew up, bones, beak, and all? A game of cricket on a field of grass is one thing, but pan-fried crickets over lemongrass? That's revolting. Or is it? If lamb chops are fine, what makes lamb brains horrible? A pig's shoulder, haunch, and belly are damn fine eatin', but the ears, snout, and feet are gross? How is lobster so different from grasshopper? Who distinguishes delectable from disgusting, and what's their rationale? And what about all the expectations? Grind up those leftover pig parts, stuff 'em in an intestine, and you've got yourself respectable sausage or hot dogs. You may think bacon and eggs just go together, like French fries and ketchup or salt and pepper. But the combination of bacon and eggs for breakfast was dreamed up about a hundred years aqo by an advertising hired to sell more bacon, and the Dutch eat their fries with mayonnaise, not ketchup. Think it's rational to be grossed out by eating bugs? Think again. A hundred grams of dehydrated cricket contains 1,550 milligrams of iron, 340 milligrams of calcium, and 25 milligrams of zinc - three minerals often missing in the diets of the chronic poor. Insects are richer in minerals and healthy fats than beef or pork. Freaked out by the exoskeleton, antennae, and the way too many legs? Then stick to the Turf and forget the Surf because shrimps, crabs, and lobsters are all anthropods, just like grasshoppers. And they eat the nastiest of what sinks to the bottom of the ocean, so don't talk about bugs' disgusting diets. Anyway, you may have bug parts stuck between your teeth right now. The Food and Drug Administration tells its inspectors to ignore insect parts in black pepper unless they find more than 475 of them per 50 grams, on average. A fact sheet from Ohio State University estimates that Americans unknowingly eat an average of between one and two pounds of insects per year. An Italian professor recently published Ecological Implications of Mini-livestock: Potential of Insects, Rodents, Frogs and Snails. (Minicowpokes sold separately.) Writing in Slate.com, William Saletan tells us about a company by the name of Sunrise Land Shrimp. The company's logo: "Mmm. That's good Land Shrimp!" Three guesses what Land Shrimp is. (20-21)

So, absent the chance to make every job applicant work as hard as a college applicant, is there some quick, clever, cheap way of weeding out bad employees before they are hired? Zappos has come up with one such trick. You will recall from the last chapter that Zappos, the online shoe store, has a variety of unorthodox ideas about how a business can be run. You may also recall that its customer-service reps are central to the firm’s success. So even though the job might pay only $11 an hour, Zappos wants to know that each new employee is fully committed to the company’s ethos. That’s where “The Offer” comes in. When new employees are in the onboarding period—they’ve already been screened, offered a job, and completed a few weeks of training—Zappos offers them a chance to quit. Even better, quitters will be paid for their training time and also get a bonus representing their first month’s salary—roughly $2,000—just for quitting! All they have to do is go through an exit interview and surrender their eligibility to be rehired at Zappos. Doesn’t that sound nuts? What kind of company would offer a new employee $2,000 to not work? A clever company. “It’s really putting the employee in the position of ‘Do you care more about money or do you care more about this culture and the company?’ ” says Tony Hsieh, the company’s CEO. “And if they care more about the easy money, then we probably aren’t the right fit for them.” Hsieh figured that any worker who would take the easy $2,000 was the kind of worker who would end up costing Zappos a lot more in the long run. By one industry estimate, it costs an average of roughly $4,000 to replace a single employee, and one recent survey of 2,500 companies found that a single bad hire can cost more than $25,000 in lost productivity, lower morale, and the like. So Zappos decided to pay a measly $2,000 up front and let the bad hires weed themselves out before they took root. As of this writing, fewer than 1 percent of new hires at Zappos accept “The Offer.

What franticke fit (quoth he) hath thus distraught Thee, foolish man, so rash a doome to give? What justice ever other judgement taught, But he should die, who merites not to live? None else to death this man despayring drive, But his owne guiltie mind deserving death. Is then unjust to each his due to give? Or let him die, that loatheth living breath? Or let him die at ease, that liveth here uneath? Who travels by the wearie wandring way, To come unto his wished home in haste, And meetes a flood, that doth his passage stay, Is not great grace to helpe him over past, Or free his feet, that in the myre sticke fast? Most envious man, that grieves at neighbours good, And fond, that joyest in the woe thou hast, Why wilt not let him passe, that long hath stood Upon the banke, yet wilt thy selfe not passe the flood? He there does now enjoy eternall rest And happie ease, which thou doest want and crave, And further from it daily wanderest: What if some litle paine the passage have, That makes fraile flesh to feare the bitter wave? Is not short paine well borne, that brings long ease, And layes the soule to sleepe in quiet grave? Sleepe after toyle, port after stormie seas, Ease after warre, death after life does greatly please. [...] Is not his deed, what ever thing is donne, In heaven and earth? did not he all create To die againe? all ends that was begonne. Their times in his eternall booke of fate Are written sure, and have their certaine date. Who then can strive with strong necessitie, That holds the world in his still chaunging state, Or shunne the death ordaynd by destinie? When houre of death is come, let none aske whence, nor why. The lenger life, I wote the greater sin, The greater sin, the greater punishment: All those great battels, which thou boasts to win, Through strife, and bloud-shed, and avengement, Now praysd, hereafter deare thou shalt repent: For life must life, and bloud must bloud repay. Is not enough thy evill life forespent? For he, that once hath missed the right way, The further he doth goe, the further he doth stray. Then do no further goe, no further stray, But here lie downe, and to thy rest betake, Th'ill to prevent, that life ensewen may. For what hath life, that may it loved make, And gives not rather cause it to forsake? Feare, sicknesse, age, losse, labour, sorrow, strife, Paine, hunger, cold, that makes the hart to quake; And ever fickle fortune rageth rife, All which, and thousands mo do make a loathsome life. Thou wretched man, of death hast greatest need, If in true ballance thou wilt weigh thy state: For never knight, that dared warlike deede, More lucklesse disaventures did amate: Witnesse the dongeon deepe, wherein of late Thy life shut up, for death so oft did call; And though good lucke prolonged hath thy date, Yet death then, would the like mishaps forestall, Into the which hereafter thou maiest happen fall. Why then doest thou, O man of sin, desire To draw thy dayes forth to their last degree? Is not the measure of thy sinfull hire High heaped up with huge iniquitie, Against the day of wrath, to burden thee? Is not enough, that to this Ladie milde Thou falsed hast thy faith with perjurie, And sold thy selfe to serve Duessa vilde, With whom in all abuse thou hast thy selfe defilde? Is not he just, that all this doth behold From highest heaven, and beares an equall eye? Shall he thy sins up in his knowledge fold, And guiltie be of thine impietie? Is not his law, Let every sinner die: Die shall all flesh? what then must needs be donne, Is it not better to doe willinglie, Then linger, till the glasse be all out ronne? Death is the end of woes: die soone, O faeries sonne.

we have much to learn from the struggles in Alabama and Mississippi in the early 1960s. In the spring of 1963 the Southern Christian Leadership Conference led by Dr. King launched a “fill the jails” campaign to desegregate downtown department stores and schools in Birmingham. But few local blacks were coming forward. Black adults were afraid of losing their jobs, local black preachers were reluctant to accept the leadership of an “Outsider,” and city police commissioner Bull Connor had everyone intimidated. Facing a major defeat, King was persuaded by his aide, James Bevel, to allow any child old enough to belong to a church to march. So on D-day, May 2, before the eyes of the whole nation, thousands of schoolchildren, many of them first graders, joined the movement and were beaten, fire-hosed, attacked by police dogs, and herded off to jail in paddy wagons and school buses. The result was what has been called the “Children’s Miracle.” Inspired and shamed into action, thousands of adults rushed to join the movement. All over the country rallies were called to express outrage against Bull Connor’s brutality. Locally, the power structure was forced to desegregate lunch counters and dressing rooms in downtown stores, hire blacks to work downtown, and begin desegregating the schools. Nationally, the Kennedy administration, which had been trying not to alienate white Dixiecrat voters, was forced to begin drafting civil rights legislation as the only way to forestall more Birminghams. The next year as part of Mississippi Freedom Summer, activists created Freedom Schools because the existing school system (like ours today) had been organized to produce subjects, not citizens. People in the community, both children and adults, needed to be empowered to exercise their civil and voting rights. A mental revolution was needed. To bring it about, reading, writing, and speaking skills were taught through discussions of black history, the power structure, and building a movement. Everyone took this revolutionary civics course, then chose from more academic subjects such as algebra and chemistry. All over Mississippi, in church basements and parish halls, on shady lawns and in abandoned buildings, volunteer teachers empowered thousands of children and adults through this community curriculum. The Freedom Schools of 1964 demonstrated that when Education involves young people in making community changes that matter to them, when it gives meaning to their lives in the present instead of preparing them only to make a living in the future, young people begin to believe in themselves and to dream of the future.