Part 11 is the next installment of Tom's "Mother of All Presentations," or MOAP, available now at ExcellenceNow.com. You can download the PowerPoint version or a PDF. We'll be releasing a section every other week throughout 2012.
The 15H Theory of Everything continues with this lesson derived in part from Tom's study of Henry Clay. The key point is that Kindness = Repeat Business = Profit. That is, courtesy, apologizing for mistakes, and appreciation of your internal and external customers are all important parts of a successful business strategy.