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- Slide: 1
- "We've had problems before with out hardware. We've had glitches. I don't see what the big deal is this time" (4).
- "Yeah, well, maybe I'm just happy you're here,' he countered. 'Or maybe i'm just in complete shock that on one of the worst days in our company's history you are nowhere to be found" (4).
- "'We will. We will,' answered hope, trying to calm Jim down, knowing his temper often got the best of him (5).
- "We have bloggers within out company who are bad-mouthing management and even posting memos that we have shared with our employees" (5).
- Slide: 2
- "'I just love hearing people complain. It's the best part of my job' she said with a big sarcastic laugh (38).
- "I don't like that I'm here. I don't like that I may be sick. I don't like that my husband left me. I don't like that my teenage daughter is 17 going on 30. I hate traffic. I hate hospitals" (38).
- Joyce gives hope a card that describes the three No Complaining Tools to the No Complaining Rule. Hope then reflects on this and implements it into her life, her families life, and most importantly, the organization she works for
- Slide: 3
- "As we roll this out, people will learn that in every complaint is a solution waiting to be discovered that will make us better, stronger, and more successful" (98).
- Hope presents the No Complaining Rule to the executives and her co-workers. She speaks on how complaining can negatively impact a business, but there are solutions to the complaints. Instead of just complaining to each other, her solution is that they fill out a form on their complaint, propose 2 solutions to the complaint, and turn it in to one of the executives. Her boss approves of the idea and implements it in their business, which becomes a huge success.
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