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Krulaks law is simple: Soldiers in the field interacting with local people are the most important element of nation building and counter insurgency. It has wide applicability to any organization that interacts with the public. One errant minimum-wage cog in the machine can cripple an entire brand, or at the very least, wreck the lifetime value of a customer. The two kids at Dominos who made a YouTube sensation out of cruelty to pizza did more damage to the Dominos brand than any vice president ever could. The instinct, then, is to tightly control that last step, to be sure no one has any leeway or can take initiative when dealing with customers, because, after all, you can't trust them. This is a self-defeating precaution. As soon as you elminate humanity from the interactions you have with customers, you've guaranteed that your (now sterile) brand will mean less than it could. Hire better people. Trust them more. And be prepared to make it right when they don't. SOURCE: http://bit.ly/1cdMvpf, this factual content has not been modified from the source. This content is syndicated news that can be used for your research, and we hope that it can help your productivity. This content is strictly for educational purposes and is not made for any kind of commercial purposes of this blog. |
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