No you are not.
You are a human being with a brain.
You can choose to delight the customer. You can choose to be exceptional.
"I can only do what the paper says."
Really? Are you a cog?
I told the gentleman telling me these things (and he was acting like a gentleman) that if this was true, he should quit his job immediately. He did not know how to respond.
But when he did, he acted like being a cog was all he wanted. I suppose there is safety in following what the papers say.
Hours later the conversation still gives me a visceral reaction. Let’s play this out. What happens when we have a society full of people who do nothing but follow the papers? What if they said to do something illegal, inhumane, or immoral? Or what if, as it was in this particular case, the papers are just plain wrong? What then?
We need to be people, and we need to hire people, who use their good judgment to make wise decisions to serve customers and make situations right, even if that means overriding what the “papers” say. (And we need to make sure to give our people the power to make these game-time decisions.)
Just imagine, "the delivery guy" might have been late to his next appointment because he stayed to help setup the grill he was delivering (as he was supposed to per the original order, unbeknownst to him). Then he wouldn't just be a delivery guy anymore, would he? He would be Frank, Mike, or whatever his name was.
He would have been a person and not "just the delivery guy."
And that's the point.
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