Hi, Chris

Catching up on my leadership reading and thoroughly enjoyed this fine post.

I particularly appreciated your distinction between "operating" and "performing".  Too often we assume that the two refer to the same things and further, that "performing" is the critical thing.   I know of several organizations where they squeeze out profits, but the costs from poor customer service force them to do so by constantly having to recruit new customers, instead of growing those they already have.

I'm tempted to simply your message by saying "Practice what you preach", but the idea that aligning our expectations and values with what we see and hear happening is critical.

John