The Pursuit of WOW/Peters 147-149

 149 Ira's Roxbury story is a perfect example of how to turn people on: You give them control and pride of ownership and say, "You're special, you matter. Go to it and have fun." Usually it's: "Go to it and have fun until you run up against rule or a boundary or a procedure manual."

 

Employees have to have real power to help the customer. Having that responsibility can be scary, but even that fear gets the blood pumping.