Thursday, August 25, 2005

Screw the Rules. Do What's Right.

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.

2 comments:

Ardythe said...

You never got a CA for that? Cool!

Mike Abundo said...

If by "CA" you mean some sort of nasty memo from the top, I had a whole collection of those. ;)