Rules vs. “Rules”
In any business, there are some hard and fast rules that no one can break, any time. You can’t do something that’s illegal, or that’s dangerous to you, an employee, or a customer. But other rules are more like guidelines. While employees should be trained on the rule, they should also be taught to use their discretion and common sense to know when to take action that is a win-win for both the company and the customer.
Watch this week’s video for an example of this distinction!