The most important thing they told me at my first job, $10 an hour, was that I should prefer spending a colossal sum to harming a customer.
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Anyhow, you build the culture you want employees to operate it. If you give line employees authority to make things right, then they can.
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Another thing they did - and this was at a company with thousands of employees - was give everyone a Batphone to the CEO.
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