There were a couple of very practical items in Ch 2 that should not be "new" to anyone but are certainly reinforced here.
1 - p 29 - re: limit you scope of influence by identifying only a couple of behaviors and working on them. Otherwise you dilute your efforts and eventually fail.
Is that not a considerable factor in the declining student performance in many public education schools today? We have had the contemporary program of the year for many years (not to mention additional expectations to deliver social programs) and rarely continue with anything long enough to fairly evaluate its effect. Has our comprehensive approach to education (academics plus arts, athletics, music, etc.) served to "dilute" our focus on the fundamentals of why public schools were begun? Were we to focus on core academics to support thinking, communication, reasoning, citizenship etc. and turn over the activity and special interest programs to clubs we may have a better chance to show improvement in those areas. In a perverse way the budget restrictions may actually play a positive role in forcing school boards, patrons, administrators to return to a focus on their priorities rather than trying to be all things to all people's interests.
2 - p 37 - This section referenced a study to identify higher customer satisfaction scores in a medical services setting. I would suggest that education is similar to the medical setting in the type of public service we are providing. With that premise it seems public education systems could improve their repute within the community by pursuing the vital behaviors identified in the study:
1 - smile
2 - make eye contact
3 - identify yourself - we often presume others (beyond our students) know who we are
4 - let people know what you are doing and why
5 - I suggest a minor change to their final item of "Is there anything else you need?" to "WHAT else do you need?" This small change indicates there is a likely question where the former sometimes comes across less positively. In our go-go society with everyone in a rush there remains a personal need to know others care and the extra moment of consideration would pay huge rewards in terms of future understanding and cooperation.
This is not rocket science and could/should be common practice by all of us as we work in the public domain.
