4
It’s All About the Work
One day we were talking with about a dozen field technicians at Bell Canada about how their manager, Tony Kwok, made them feel about their work.
“What gives you the most satisfaction about your job?” Zia asked.
“Oh that’s easy,” said a young woman we’ll call Heather. “I love it when I can fix what no one else can.”
Everyone in the room reacted. Some laughed. Some looked puzzled.
“You guys seem a little surprised by what Heather said,” Zia commented.
“Yeah, a little,” said one of the other technicians. “But she must be talking about somebody else, because no one here makes mistakes.”
More laughter.
Zia then asked the group, “Were you aware that Heather likes fixing what other people can’t?” There was ...
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