In Part 1 of this article, I wrote about bad rules. Sometimes management creates rules that get in the way of taking care of customers. This is a follow-up. This is a little longer article than usual, but get through it. It will be worth it. There is an old saying that says, “Rules are made to be broken.” There are some management people out there that would say this doesn’t work in business. They’re right – up to a point.
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