Thursday, July 31, 2008

When Interests Colide

Tech pundit Joel Splosky author of the blog Joel on Software and one of my favourite books on hiring talented software developers Smart and Gets Things Done has posted an article comparing Starbucks and software development companies on customer service.

I agree with Joel that you should rely on your front line staff to use proper judgment when dealing with customers rather than dictating a number of hard and fast rules from management on down.

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