One of the leadership blogs that I track on a regular basis is by Art Petty -- as far as I know, no relation to Richard Petty. He wrote an article earlier this month entitled, "We All Make the Choice to Transact or Transform." The basis idea is this: in every encounter, we either choose to simply transact (do what's necessary) or look for ways to transform the experience. Here's an example of what he's talking about: "You see the transaction effect in the big, impersonal retail stores where cashiers seem to be trained to not make eye contact and almost never smile. You experience it at the airline counter and your doctor’s office and in so many other encounters in your daily life. These organizations and those in them who run the business simply don’t care. That’s too bad, because the cost of striving to transform is negligible and the…
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