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 ...
Get Secret Service now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
