Last summer, I read The Seven Habits of Highly Effective People. The book radically impacted me and helped me to begin becoming much more organized. This week, I was talking with a friend about his auto repair business. I asked him why he had to be at the shop all day every day. He told me it was because when he's not here, the guys who work there don't do a great job of greeting the customers. I remembered reading Stephen Covey's account of a great customer service experience he had in a business. Upon asking why it was that they had such a welcoming environment, he found that the company had a mission statement. On top of that, each