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The Importance of Appreciation

I just finished an audit of a small oil & gas service and manufacturing company this week. As I sat down to interview the engineering and field service teams, I could sense a little apprehension about the discussion that was about to take place. Maybe they were thinking along the lines of: "What will she think of us?" or "Will we measure up?". In the end, I was very impressed with their processes, their technology, and their customer focus. Of course, there were some thin