If you have to run your business by policies, it is because you are not managing it through principles.
96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back
Never say you have to do something "because of standard procedure." Having a std should mean there is a purpose for it. Use that reason
Michael Ballé: first you make customers smile, then you reduce the lead time. #LASLMS2015