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" ... Grace is a word with many meanings. One meaning is what famed psychotherapist Carl Rogers called, "unconditional positive regard." It does not mean leading with a tolerance for mediocracy. Grace is a tool for driving fear out of the workplace--one of quality guru Edward Deming's tenants for delivering high quality. "Love your neighbor as yourself," said Ritz-Carlton Hotels founder Horst Schulze at a leadership summit. He continued, "What's the person you're dealing with in business? Your neighbor." Leaders who view employee error as a chance for coaching rather than as a circumstance for chastisement arm employees with the emotional strength to convert customer disdain into customer delight. The first step to healing any broken customer relationship is frontline humility and empathy that is delivered with compassion and confidence. ... "