Made to Be Broken

What:

What are the implicit (or explicit) rules that govern the way your employees interact with your customers? Write down as many as you can think of. Then talk about how you could successfully break each rule.

Why:

Sometimes we unconsciously handcuff our employees' ability to provide great service. Many rules go unwritten and are just adopted as norms. Being honest about the perceived rules will help you rewrite the rulebook altogether.