This book is the result of an unexpected journey that began when I was just a kid, maybe eight or nine years old. My father was a very good salesman, but I remember him often coming home from work frustrated, complaining about the way his company was being run. I didn’t know what management was, but I knew my father shouldn’t be frustrated after putting in ten hours of his time. A few years later, I started working as a waiter in high school and as a bank teller in college, and I got my first real glimpse of management. Even though I still didn’t understand everything it entailed, it was clear to me that some of the things that happened in the organization I worked for made sense, and some of them didn’t, and that all of those things had a real impact on my colleagues and the customers we served.
