Caveat lector: these are my notes, which are in no way a complete summary of this keynote.
Dr. Jackie Freiberg, author of "Boom! 7 Choices for Blowing the Doors Off Business-As-Usual," gave a motivational keynote to begin the conference. Her slides and other materials were going to be posted at http://www.frieburgs.com/itsmf.
She showed a video of the "dancing traffic cop" in Boston, and how he turned his normal job into something that was fun for him and an improved service for the people going through his intersection. She said that people who ground themselves in the past are "dead people working," saying "Yeah, but..." rather than "What if?"
Good thoughts translate into good words translate into good deeds.
You should give your team the ability to do whatever it takes to make clients happy. There should be no "they" in your organization.
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