This is a reissue of a volume that was first published in 1984 to which personal comments from Independent National Sales Directors from throughout the world were added, accompanying a Foreword by Mary Kay Ash's grandson, Ryan Rogers. Credit Yvonne Pendleton with a brilliant job of editing all of the material in this updated edition. Frankly, I did not fully appreciate this book when it was first published and then recently, my friend Randy Mayeux presented a brief program to a local business book breakfast group here in Dallas to which I belong. He carefully explained why, of anything, Mary Kay's insights concerning effective leadership are even more relevant now than they were more than 20 years ago. So I immediately obtained a copy of this edition and now share my own reactions to it. As with so many other prominent CEOs, Mary Kay learned most (if not all) of what she considers to be the most valuable business lessons from negative experiences, both hers and others'. Prior to opening the doors to Mary Kay Cosmetics in a 500-square-foot store front in Dallas (Friday, September 13, 1963), she had been the victim of all manner of gender biases, broken promises, betrayals of confidence, etc. From the beginning of her new company, she included The Golden Rule among its core principles. The policies and procedures she formulated all shared the same objective: To create a workplace culture that nourishes and supports everyone's personal as well as professional development. The only limits on that development would be self-imposed. Mary Kay didn't stop there, however. She was determined to do everything humanly possible to help her associates to reject or eliminate such limits. She also expected everyone else to provide such help to those in need of it. To guide and inform such supportive efforts, she devised eight management principles: 1. Praise People to Success 2. Tear Down That Ivory Tower 3. Be a Risk-Taker 4. Be Sales-Oriented 5. Be a Problem-Solver 6. Create a Stress-Free Workplace 7. Develop and Promote people from Within 8. Keep Business in Its Proper Place. When the Independent National Sales Directors were surveyed prior to publication of this edition, they identified #1, #7, and #8 as having had the greatest impact on their personal as well as professional development and were most critical. They also ranked the chapters of this book in terms of their importance to them and four of the 23 chapters emerged: "Help Others Get What They Want - and You'll Get What You want" (Chapter 12) " "Golden Rule Management" (Chapter 1), "The Invisible Sign" (Chapter 3), and "The Speed of the Leader Is the Speed of the Gang" (Chapter 9). "Whenever I meet someone," Mary Kay once explained, "I try to imagine him or her wearing an invisible sign that says: MAKE ME FEEL IMPORTANT! I respond to this sign immediately, and it works wonders." Apparently it has also done so for others in her organization. The company began with nine Mary Kay Independent Beauty Consultants; in 1984 when this book was first published, there were 200,000 in its sales force; today, there is a worldwide sales force of 1.8 million whose wholesale sales generate $2.4 billion. Here are other representative examples of Mary Kay's "way" of thinking: "A diamond bumblebee is the ultimate symbol of recognition at Mary Kay. It's the `crown jewel,' and its recipient is recognized as a queen...We think the bumblebee is a perfect symbol because, as aerodynamic engineers `proved' many years ago, the bumblebee cannot fly! Its wings are too weak, and its body is too heavy. Fortunately, the bumblebee doesn't know that and goes right on flying. At Mary Kay we teach people how to spread their wings and fly on their own. I can't think of a better way to help people." "Enthusiasm is not just contagious - it spreads like wildfire. Employees often reflect the personalities of the company's owners. A chief executive's enthusiasm and positive personality can permeate an entire organization...Conversely, a lack of enthusiasm can produce devastating results. Hesitation and self-doubt are also contagious." "In a well-run company that offers equal advancement opportunities for to all employees, the cream always rises to the top. In fact, a recent study of the best-managed companies in America shows that they are structured in a way that [begin italics] guarantees [end italics] the best people will be promoted to top levels of management. I view it as a sign of weakness when a company fails to develop a leadership team from within. Nothing prepares one better for the responsibilities of leadership than on-the-job training." Although Mary Kay passed away in 2001, who she was and what she believed as well as the organization she created all live on in the lives she continues to nourish with her wisdom, her compassion, and most of all, her faith. Ben McConnell and Jackie Huba have much of value to say about how to create customer evangelists. That is certainly a worthy objective. However, as Mary Kay suggests in this remarkable book, it is perhaps even more important to create employee evangelists. As she would correctly point out, no company will have customer evangelists unless and until it first has people representing it who are evangelists. That was her objective from the beginning and remains true of the company that bears her name 45 years later. Of how many other companies can that also be said?
