What Are Your Blind Spots?: Conquering the 5 Misconceptions that Hold Leaders Back

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 ...