Not long ago, I visited a Trader Joe’s in Boston’s Back Bay. As I went to pay for my goods, I found a seemingly endless line for the cash registers. Well over 40 people were waiting to check out. It was “rush hour,” so perhaps I had no right to be surprised. But startled I was — and not because of the line. It was fascinating to see that everyone was in a good mood. There was no complaining. In fact, everyone seemed to think the situation was just fine. These people were chatting happily with one another while they awaited their turn, even though they were a bunch of strangers! And strangers in New England, a region not known for its denizens’ patience, hospitality, and/or predilection for idle chitchat. Where was all this good cheer coming from?
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Not long ago, I visited a Trader Joe’s in Boston’s Back Bay. As I went to pay for my goods, I found a seemingly endless line for the cash registers. Well over 40 people were waiting to check out. It was “rush hour,” so perhaps I had no right to be surprised. But startled I […]
April 24, 2012
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New!
HBR Learning
Innovation and Creativity Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Innovation and Creativity. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Unlock your team's curiosity and willingness to take smart risks.