CHAPTER 2

Secret Service at Work:

Implementing Secret Service Systems

A great example of implementing Secret Service is what I call “mastering the Norm factor.” I took this from the popular sitcom “Cheers,” based on a bar in the Boston area, whose theme song ran, “Where everyone knows your name, and they’re always glad you came.” Whenever Norm, a popular regular, walked into Cheers, everyone yelled, “Norrrm.” He had his own stool at the end of the bar and a permanent bar tab. The bartenders, barmaids, and customers all knew Norm and were familiar with his personal life.

What would happen if Norm walked into Cheers and found a new bartender who didn’t know him? What if no one recognized or acknowledged him? Would Norm make Cheers the only bar ...

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