Sometimes things don't go as expected. I tell you this at the beginning and I promise we'll end on an upbeat note.

LeBron. The Decision. I was there at the "Q" for his return to Cleveland in a Miami Heat uniform. Debacle, car crash, ugly. The Cavaliers have lost ten of eleven, and this very rough patch started on the night Miami came to town.

 But, I'm not worried.

Why? Let me tell you how I came to sit in the stands at the "Q."  First, Cleveland is  my adopted town. It's a great sports town of course, yet I don't have whatever it is in the homer's blood which foments in the diehard, long suffering Cleveland sports fan. You know the one who isn't ever sure tomorrow will be a better sports day!

No, I was sitting in the stands because a customer care rep for the Cavaliers patiently and sweetly built a relationship with me over several months. Now, I'm a gal who still has to ask how many minutes are in an NBA quarter. Ethan didn't apply pressure, and, instead asked about what I did, 'that makes you so busy.'

Eventually, I was inspired to ask him to run by some Cavs' game dates. After I purchased a small package of Cavs tickets, Ethan sent me a hand written note to thank me. In his young man's scrawl he told me:

"The Cav's inevitable success will be built on our relationships with fans like you."

Then, last month, Stephen was charged to dig up donations of Cleveland sports gear, and only the Cavaliers responded positively, and this despite the fact they were asked for the donation on short notice. They donated a basketball autographed by Anderson Varajao-a big "Brazilian" deal in Cleveland!

I'm extremely sensitive to the stuff of organizational culture. One of the goals in my work is to find out ways to build a culture so effective and so positive that this positivity, itself, becomes value added to a service or a product.

This means everybody has a stake in living up to a real ideal. So, I'm not worried about the future of the Cavs. In this case, soon enough the culture of making something out of every opportunity, and success, and strong relationships will trickle up to the basketball court, as owner Dan Gilbert and his team put together a team both able to compete again in the first rank, and, one worthy of the customer-focused, relational culture already in place.

Can Christmas be five days away, a new year visible on the horizon?

I hope each of you and your families and friends have a joyful holiday season and new year.

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