chapter 7 Making Recognition the Responsibility of Every Employee
What One Person Can Do
In the days before online ticketing, I called a travel agent to book an airline ticket. From the moment the agent answered the phone, I knew getting that ticket wasn’t going to be easy. He practically spat into the phone, “Hello, may I help you?!” I thought about hanging up, but masochist that I can sometimes be, I persisted. Things only got worse. Within a couple of minutes, I was nowhere closer to getting my ticket and was frustrated enough to consider asking for the supervisor (I can do “indignant” really well when I want to). Instead, I decided to take the recognition approach and really see this guy. “It sounds like you are having a really ...
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