MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor
Five Key Factors to Foster Googleyness in your Organization
Practicing Kindness as a Leader
3. Being Truly Human: The Two Core Elements of Human Potential
Communico in the News
Another Fun and Free Reinforcement Puzzle

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.
To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.
Letter from the Editor

I've been a basketball fan for a long time. Unlike football, I can follow the game, figure out the score and root for my favorite team. And unlike golf, it doesn't take four hours to play or watch. But, I "get" basketball, thanks in large part to Michael Jordan. He got a whole new generation "hooked" on its moves:  the crossover dribble, the bounce pass, the reverse lay-up, and of course, the "dunk."  

But I've always rooted for the underdog, which is why John Stockton has always been "my man." Despite being 6 foot 1, rather short for a professional basketball player, Stockton was one of the best point guards of all times…as well as a 10-time NBA All Star, two-time Naismith Memorial Basketball Hall of Fame inductee and a two-time Olympic medal winner.

He didn't jump very high, but his basketball feats and accomplishments were extraordinary. He tops the NBA career list with 15,806 assists; nearly 4,000 ahead of No. 2, Jason Kidd. And, he is the all-time leader in steals with 3,265, which is 700 ahead of the runner-up, Michael Jordan. Yet, according to Stockton's Coach, Frank Layden, "Nobody thought that he was going to be this good. Nobody. But the thing was; nobody measured his heart."

The youngest son of a saloon keeper, Stockton learned the game on the streets. Stockton himself said that he was not the best player on his team; not even the best player in his own house. (He only beat his brother once in all their years of playground games.). And, he noted that he didn't jump particularly well either. But, he had a rare and winning combination of a big heart, laser vision, superb endurance and gigantic hands. And despite his choir boy-image, he was unrelenting and indefatigable.

He left the league with a mass of records, including the most seasons with the same franchise and the most assists, which speaks to his loyalty to his teammates. He played all 82 games in 17 of his 19 seasons, and his career shooting percentage was .515, a remarkable statistic for a guard. He retired as the NBA's all-time leader in steals. Yet, he stayed humble and grounded with a supportive family.

Karl Malone, Stockton's teammate in the Utah Jazz for 18 seasons, pronounced, "There absolutely, positively, will never ever be another John Stockton—ever." Together, they forged Hall of Fame careers and were the epitome of efficiency, exceptionalism and grace.  

But in Stockton's new book, Assisted,  he doesn't dwell on his remarkable feats or record-breaking stats. Instead, it's about the value of winning at life over winning on the court. He encourages readers with practical advice such as, "Don't worry about what you don't have. Get out there and shoot with what you do have." The focus is not on his athletic prowess, but on those who "assisted" along the way to help him become the greatest point guard to play the game. And, during his retirement ceremony on June 7, 2003, Stockton thanked Layden for giving him sound advice: "The best you can ever be is yourself. If you try to be someone else, you will likely fail."

When asked why he wrote the book, he replied, "Hopefully it is an encouraging book to a lot of people who don't realize the impact they have on others' lives. A lot of simple, everyday people make major contributions that turn people one way or another. I hope I capture that."

His number may be officially retired, but John Stockton continues to inspire on and off the basketball court. Thank you, John Stockton.

Five Key Factors to Foster Googleyness in your Organization
The way people feel at work profoundly influences how they perform at work. One of Google's top priorities is to make sure its associates feel heard and challenged. Google's People Chief, Laszlo Bock, highlights the importance of connection.

Click here to learn the five key factors he shared that are needed to create connection and release potential.
Practicing Kindness as a Leader
Managers can easily become entrenched in their work, yet studies show that employees work harder for leaders who demonstrate they care.  

Read on to learn six ways you can connect with your associates in a more meaningful way.
Being Truly Human: The Two Core Elements of Human Potential
A person needs to be truly human before he can be truly helpful to another human being. Helpfulness is an expression of human compassion, which is perhaps the noblest emotion of them all.

Read on to learn what it means to be "human" and how our humanity and potential matures over time.
What's New at Communico
  • We are pleased to announce that our MAGIC of Customer Relations participant manual is now available in Spanish.  Clients and certified facilitators may contact us for more information.

  • Communico is now on Twitter!  Please follow us @CommunicoMAGIC.  We welcome your tweets, comments and retweets, and would love to be one of your favorites.

Reinforcement Puzzle #12

Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to receive the latest puzzle.