CX Storytime:

A Hero Moment- Stone Soup & Building Buy-In

Getting buy-in for change can feel impossible, especially when people don’t immediately see what’s in it for them. But I’ve learned that influence, not authority, is the secret ingredient. It’s about showing why something matters and inspiring people to want to be part of the journey. It’s like making Stone Soup.

If you’ve never heard the story, here’s the gist: A hungry beggar woman in a village promises to make a delicious soup from nothing but a stone. She convinces one villager to share water, another to toss in an onion, then others a potato, carrots, and so on. Soon, everyone’s pitched in a little, and together they’ve created something remarkable, a soup like no other!

I’ve seen this work in real life—like the time we built a knowledge base for our IT team. At first, the Level II and III techs resisted. “Why should I document what I know?” they asked.

But we started small, explaining the why: a knowledge base would empower the Level I Service Desk to resolve issues faster for the customers, help us train new team members

more easily, and finally it would reduce

Thanksgiving is one of my favorite times of the year, if not my absolute favorite. I love the fall in the Northeast—the gorgeous red, orange, and gold foliage everywhere, the cool breeze, and the cozy sweaters we start pulling out. Most of all, I love the excuse to gather family and friends in our warm, welcoming homes to celebrate togetherness.

Every year, I’m inspired to host Thanksgiving at my home. I make a big deal of it, starting with brining my turkey two or three days in advance. I meticulously plan the menu, making list after list of ingredients, extras to add, and a mental timeline of when to start each task. For me, it’s not work—it’s joy. I truly believe the secret ingredient that makes any meal magnificent is love. When you pour love into the food, fuss over every little detail, and grin with excitement at how those details will delight your guests, the work stops being a chore and becomes, as they say, "a labor of love."

The faces around the table may change over time, and the menu may evolve, but the spirit of gratitude and peace that defines this occasion remains constant. As I write, my mind races with ideas for new side dishes and desserts to try. I can’t wait to set the table, my favorite part of it all. But most of all, I look forward to being surrounded by the people who fill my heart and my world with joy.

I’m thankful for everything this year has brought—the trials, the triumphs, the moments of truth, and the sparks of inspiration. I hope you savor this wonderful time with those who bring happiness to your life.

Happy Thanksgiving!