Customer Experience · Customer Service · Management · Organizational Culture

Dump the rules

Maybe it was the new moon on the 29th, but at the same time I was writing about Nordstrom’s one-rule employee handbook, Sophie Brookover was eloquently expressing her frustration with all the rules and red tape that libraries inflict on their customers. (see: Pop Goes the Library: Red Tape = Patron Kryptonite) In Robert Spector’s… Continue reading Dump the rules