The natural reaction of the rule maker when people start breaking the rules is not to redesign them, or seek to understand why, but to issue yet more rules.
I had a couple of great little customer service experiences recently that I’d like to share. On both occasions the employee admitted breaking the rules. They had done something that I , the customer , thought was great service. But it was against the practices or policies as applied by their own managers. See what youContinue reading “Break Your Own Rules”