360 Degrees of Influence: Get Everyone to Follow Your Lead on Your Way to the Top

CHAPTER 10Influencing the Public’s Impressions of Your Organization

I live on the Upper East Side in Manhattan. It’s where I buy my groceries and where I take my dry cleaning. It’s also where I take my suits if they need tailoring and where I drop off my mail whenever I can’t send something electronically. I frequently eat here too—either at Gracie Mews, the 24-hour diner around the corner, or at one of the hundreds of other restaurants within walking distance from my residence.

As a consumer, my impressions of any one of the places I frequent fall on opposing ends of the spectrum. On one end, there’s a grocery store that appears to celebrate “disgruntled employee of the month,” with a staff who couldn’t be less delighted if they worked in the ...