Posts Under: crumby

Seeking Out the 'Voice of the Customer'

"I tell everybody that works for me that I'd rather have them try and fail than not try. And that I want them to make a decision. We can fix a bad decision; we can't fix a no-decision. No one will ever get fired for trying something new or for failing at something they tried to do. I reward people who try, people who think outside the box. I am doing everything I can to empower my team all the way down the chain to say, 'Look, this is what we need to do for the customer.'"

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