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It’s funny how one story can change your life.

I met Barbara Glanz, a professional speaker, business consultant, and author, many years ago. She shared a story about Johnny the bagger, a young boy with Down syndrome who worked in a small grocery store where he placed a thought of the day into his customers’ bags. His idea created a culture change within the store and gave new meaning to customer service.

That story inspired me, as well as many others in the conference, to go back to our companies and find a way to place our own stamp on customer service. So, a week or so went by, and a foreman at one of our power plant coal yards was having a birthday. I decided to send him a quote of the day like Johnny, but then a little poem came to mind about how all their hard work always went up in smoke. I sent the poem, and within thirty minutes I received a phone call thanking me for the birthday wishes and the poem. It was already cut out, laminated, and posted on his cubicle.

That one poem led to another and another, which led to the stories, which led to the lyrics, and now the completion of my first novel, Fallen Angels.

One seminar and one story changed my life in ways I could never have imagined.