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One of the most impactful books I have read this year
on December 19, 2016
"Influencer - The New Science of Leading Change" is one of the most impactful books I have read this year. I have already recommended it to dozens of clients, colleagues and friends. Authors Joseph Grenny, Kerry Patterson, David Maxfield, Ron McMillan, and Al Switzler have drawn from extensive well of global experience of advising companies and leaders in Change Leadership.
The book is a beautifully crafted weaving together of researched principles regarding Influence and Change, highlighted with gripping vignettes that show examples of how these principles have been applied successful, or misapplied unsuccessfully. The stories make this book breathe.
One of the first and best examples is the story of how an employee at Danny Meyer's Gramercy Tavern in New York City noticed that a female patron was distraught as she entered the restaurant. She had inadvertently left her cell phone and purse in the a. She was in a panic. She did not know whom she was supposed to meet, how she would pay for her meal, or how to retrieve her lost belongings. The host immediately went into superhero mode, helping her to find the group she was to join, assuring her that paying for the meal was the least of his concern. He then asked her for her cell phone number, found someone to man the host desk, and went into problem-solving mode. He spent over 30 minutes calling the woman's cell phone, finally reaching the cab driver, who by this time was far away in the Bronx. The Gramercy employee offered to take a cab uptown to meet the driver half way. He did so, retrieved the lost purse and cell phone, and returned to the restaurant before the woman and her group had finished their meals.
Throughout subsequent chapters, the authors point out specific steps that Mr. Meyer had taken along the way to create an ethos and culture in which this kind of extraordinary customer service is expected to be offered by every employee. This book is not only valuable for business leaders and owners, it also contains many examples of how individuals have applied the principles of influence within families and personal relationships.
I look forward to continuing to learn to apply these principles in my own career and life, and look forward to continue recommending this gem to others.