CHAPTER FOUR
Leadership Blind Spot #4: TRUST
Common Misconception
People will not do the right thing unless you tell them what to do and hold them accountable to do it.
The Basics
Companies want and need to deliver great service to differentiate themselves, and the common belief is that the best way to deliver this is to create tight processes, scripts, and routines that minimize variability—to hold people and their behaviors to a strict policy and uniform standards. But that approach will never create consistent yet unique, differentiated, and personalized experiences that lead the market.
The Question We Will Answer
How can we trust and scale the unique human judgment, discretion, and care of our people, while at the same time having firm ...
Get What Are Your Blind Spots?: Conquering the 5 Misconceptions that Hold Leaders Back 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.
