One of your company's core values is to provide extraordinary service to customers. Your success hinges on your ability to motivate your staff to deliver exceptional service.
One of your employees, Hal, does a great job satisfying customers. But he repeatedly violates company policies. For example, he fails to complete paperwork or seek proper approvals when he processes orders over $1,000.
Over the past year, you've noticed that Hal doesn't comply with internal procedures. But you haven't been too concerned because customers love him. You figured that as long as he continues to put the customer first, you could excuse his unwillingness to follow the rules.
Yet Hal's co-workers are upset. They resent how he blithely skips the steps they must go through. They complain, "Why should I waste time with silly paperwork when Hal doesn't have to?"
You have a brewing rebellion on your hands. Many employees think Hal gets special tr...(register to read more)