Scoble: "When a customer is having pain you take care of the customer then and there. You worry about process later."
When I was with eTelecare, I would often ignore rules to help our customers -- often to my superiors' dismay. That's how I ended up piloting an experimental winback operations team which earned the codename Tenchu -- "Divine Justice" for our customers.
Here's to breaking the rules to do what's right.