Really, the fewer rules, the better. The concept is just if [a customer] calls and there’s an issue, do whatever is necessary to make her happy and really wow her.

[ via The Way I Work ]


2 responses to “the fewer rules, the better”

  1. Dwight Knoll Avatar

    Is it possible for /how can

    a large company’s customer service operate this way?

  2. Darius Dunlap Avatar

    Yes. It is possible.

    Nordstrom, for example, is famous for great service.

    Lots of things get in the way, of course.

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