24
Removing the
Barriers to
Empowerment
Never tell people how to do things. Tell them what to
do and they will surprise you with their ingenuity.
—General George Patton, Jr.
World War II U.S. Field Commander
The customer walked into a crowded fast-food restaurant and
ordered a sandwich, small fries, and soft drink to go. Told
there would be a short wait, he stepped aside while the
counter clerk waited on others. By the time half a dozen cus-
tomers had worked their way past him, he was losing pa-
tience. Fast food, eh?
Finally, his slow burn now beginning to fog nearby win-
dows, his take-out order was ready. As he stepped to the
counter, prepared to provide a little direct feedback on his ser-
vice experience, he was met with his bag, a confident smile,