Not knowing what to expect, I stood at attention, braced myself, and saluted smartly. He quickly saluted back, looked me in the eyes, and reached over to shake my hand. “OK, Waldo, it’s a new day, new jet! Are you ready to pass this flight?"

“In one ear and out the other,” said a construction supervisor in a major real estate development company. “I would say to this one guy over and over again, ‘The details really matter.’ He was nodding his head, but I couldn’t tell if he was nodding to me or nodding with the music he was listening to. So finally I started making him take notes whenever I talked to him.”