• Moving Beyond Command And Control

    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.

  • Break Your Own 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 you…

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