Don’t let the rules determine the outcome for the customer. As Todd Duncan points out in his book, The $6,000 Egg, empower your teams to make decisions that enhance the customer experience. Serve them. Go beyond. Approach them with open arms.
When you get in the endzone, act like you’ve been there before.
Start by doing what’s necessary; then do what’s possible; and suddenly you are doing the impossible. Francis of Assisi
The cure for anything is salt water – sweat, tears, or the sea.
The only people who you should get even with are those who have helped you.