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Stephen -- I'm sure that in your reading you also got a sense of preserving the core while being flexible. Building on values and having a compass are important even as we adapt to changing environments.

Joe -- you might take a look at some of the evolutionary reasons for deception of self and others. I came across an interesting book called "Why we Lie" that gets into that. Not to make excuses, but to understand some of the mechanisms built into our human wiring.


This type of issue is part of a four-part series I am developing on words versus action.

As I posted at FC: The tension is created when a company perpetuates the perception of a certain level of customer service, and then doesn't allow their front-line staff to deliver on the perception.

This is inherent in many areas of companies, and our personal lives: the dichotomy of 'what we talk about" versus our actions.

It doesn't have to be that way. Companies need to uphold their brand promise - from advertising, to product development to front-line service.

What a quest that would be!

Interesting post. I am currently reading a book that this post is similar too. Its about the Jesuit's ability to adapt and how they built a 450 year old company on just s few principles. Adaptability and engaging being one of them.

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