This week I had the privilege of speaking to more than two thousand public servants at the Washington State Government Lean Transformation Conference. It was wonderful to spend time with so many who dedicate their lives to making things better for the citizens of their country, state and city. In my keynote, I suggested that although we don’t normally think of government as a ‘family business’, we should. Because no matter what role, or what agency, every customer being served is really a ‘family member’ who lives in their jurisdiction…could be a direct family member, or a colleague’s or friend’s family member, but a family member nonetheless. And no matter whether those serving see or speak with citizens directly, their work affects the lives of thousands of families each and every day! Whether we’re in government, or any other ‘business’ when we think of each of our customers as a valued and valuable member of our ‘human family’ we will be more likely to treat them with the kindness, caring, compassion, and respect we treat family members with! Government business is family business! To all conference participants, who came to learn and grow and find better ways to serve, thank you for your time, your commitment and your dedication. It was wonderful to meet you all!

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