index hackers, blocking, impact on disabled, 124­125 handicapped parking, 44­45 helplessness in employees, 130 Hipmunk, 13 hiring decision, 71 attitude as quality, 86­88 profile for, 88­89 Hsieh, Tony, 79, 128 humanity training, 2 Hyatt hotels, 161 Hyter, Michael, 92 improvements, continuing, 39 inclusion, 92 individual changes, 12 information, capturing from listening, 174­175 internet as basic business, 4­5 and competition, 3 iPad Smart Signs, 112 iPhone, accessibility technology, 122 Jaffe, David, The Best Service Is No Service, 128 job design, employer impact, 98 Jobs, Steve, 53 Keiretsu, 183n Kelleher, Herb, 82 Kimmel, Jimmy, 29­30 leadership, failure of, 97 LEGO, 28­29 LinkExchange, 79 Nordstrom, 102­103 Nuance, 123 numbness hazard, for alerts, 136 Olive Garden, 95 on-time delivery, change in expectations, 25 online commerce, 68 optimism, 89 organizational chart, 116­117 orientation of employees, core values and, 80 packaging, 54 environmental concerns and, 18 Parker, Dorothy, 92­93 partners, vendors as, 74­75 Patrick O'Connell's Inn, 164­165 Pavlov, Ivan, 99­100 PayPal, 68 The Payroll Group, 114 PECO, 135 peer evaluation, 91­92 peer pressure, 72 PEPI, for enforcing standards, 105­106 perfect product, value and, 22­23 permission, 136­139 permission marketing, 137 Personal Localized Alerting Network, 136 Peters, Tom, 24 Philadelphia Ballet, 134 Piraino, Jeff, 170 Platinum Hotel Las Vegas, 140 Price, Bill, 129 The Best Service Is No Service, 128 193