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.
…in this world you will have to make your own way. To do that you must have friends. You can make friends by being honest, and you can keep them by being steadfast. You must keep in mind that friends worth having will in the long run expect as much from you as they give to you. Elizabeth Jackson