Companies often place policies and procedures ahead of customers. When employees are told to follow the rules or else, when they aren’t given leeway to use common sense, customer relations—and company reputations—suffer.
About Frank Sonnenberg
Frank Sonnenberg is an award-winning author. He has written seven books and over 300 articles. Frank was recently named one of “America's Top 100 Thought Leaders” and one of America’s Most Influential Small Business Experts. Frank has served on several boards and has consulted to some of the largest and most respected companies in the world. Additionally, FrankSonnenbergOnline was named among the “Best 21st Century Leadership Blogs,” among the "Top 100 Socially-Shared Leadership Blogs," and one of the "Best Inspirational Blogs On the Planet." Frank’s newest book, Soul Food: Change Your Thinking, Change Your Life, was released November 2018. (© 2019 Frank Sonnenberg. All rights reserved.)