Lori Zukin

He didn't know if it was just that he needed more air, if there was a hole or what was going on. He brought his car into the Firestone dealer. He figured that whatever the situation, he'd be there a while. He settled in with his laptop, prepared to call into his first meeting from the waiting room.

When Doug looked at Carylynn, he didn't see a person who needed to be protected. He saw a woman who had faced incredibly difficult challenges head-on—and wasn't afraid to talk about them.

The most powerful leadership moment I’ve heard about recently cost less than $15 and happened in a post office.