We opened an office in an executive suite, a shared community of 100 offices. The receptionist was extraordinarily busy, but she loved her job, arriving at 6:00 a.m. each day. The owner of the executive suites sold the business to a national company, and the changeover to new management was chaos.

Two of the original office staff quit. The only one who lasted was Libby, the receptionist. Her job changed considerably, and she adapted. The new owners were much less friendly, and she coped. A year into the new ownership, she received 5's on her performance review, the highest rating possible. I handed her this note, along with a Barnes & Noble gift card.