PREPARE FOR CRISIS PLAN TO THRIVE

Interestingly, after having been so involved in the production of my most recent book, Prepare for Crisis — Plan to Thrive, I became curious and re-read my previous book to see how the books synced historically. It had been a number of years since I had read There Are No Do-Overs: The Big Red Factors For Sustaining a Business Long Term, a book I co-authored with Dave Cowens of NBA and Boston Celtics fame. I was pleasantly surprised that together with the new book, they dovetailed really well to define the history of management and growth at Northeast Delta Dental. From the early days right up through today, it’s all in there. The book talks about things we did right as well as wrong because let’s face it, there’s a great deal of learning that comes out of our mistakes … like not repeating them! So if you’ve read my latest book and would like to discover more, please consider reading There Are No Do-Overs.

“Always focus on doing what’s right — for employees, for customers, and for society. If you do this, the results will come. Tom has written more than a book — he has condensed decades of leadership into a solid compendium for success in all aspects of life. Its lessons are timeless. I urge you to read and keep it at your deskside as a constant reminder of how life should be lived in all its aspects. It is Tom’s best work, and following its wise counsel will change your life forever.”

– Dr. Sylvio Dupuis
Former President of Notre Dame College and Catholic Medical Center Former Mayor of Manchester, NH

“Twenty years ago, I first heard Tom Raffio say, ‘If you take care of your customers and your people, the results will take care of themselves.’ The solid, measurable success of Northeast Delta Dental, both before and during the COVID-19 pandemic, is a testament to the effectiveness of his leadership style and his uncompromising approach to Malcolm Baldrige principles of management. Prepare for Crisis — Plan to Thrive is a how-to guide for running a successful and sustainable organization.”

– Richard Tango-Lowy
Master Chocolatier and Owner of Dancing Lion Chocolate

“This jewel of a book offers timeless lessons for any service organization on the true meaning and powerful impact of generosity. The lessons from Northeast Delta Dental before and during the pandemic capture the power of generosity in creating stakeholder trust, loyalty, and long-term success.”

– Leonard Berry, Ph.D.
University Distinguished Professor of Marketing,
Mays Business School, Texas A&M University

“Tom’s thoughtful book on leadership is important in all seasons and for all companies. Its insightful, yet practical, prescriptions have been road-tested by Tom with enormous success over twenty-five years at his company, including the pandemic. It is an important, engaging, and very timely read. He has earned deep and wide respect inside Northeast Delta Dental as well as in the broader community, where his positive impact is unceasing. At the end of the day, a successful leader’s integrity, character, decency, and values do the most to inspire excellence in colleagues. By that measure, they just don’t come any better than Tom Raffio. He personifies ‘servant leadership’, and his book demonstrates its success.”

– John T. Broderick, Jr.
Former New Hampshire Supreme Court Chief Justice Senior Director External Affairs for Dartmouth-Hitchcock and advocate for its Mental Health Awareness Program

“This is an excellent, easy read, written by a caring leader who shows the pathway to success during a crisis. It demonstrates the importance of shared culture and values, teamwork, a detailed disaster recovery plan, and communication, communication, and more communication. My advice? Follow this template to adapt and thrive in hard times.”

– Craig Goldsmith
DeltaVision Project/Product Manager

“This is a great book for young managers, future leaders, and anyone who wants to be successful in the service industry!”

– Dr. David Staples
Chair, Delta Dental Plan of New Hampshire