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Burn Your Rule Book and Unlock the Power of Principles

Burn Your Rule Book and Unlock the Power of Principles

https://www.strategy-business.com/blog/Burn-Your-Rule-Book-and-Unlock-the-Power-of-Principles

“Principles, unlike rules, give people something unshakable to hold onto yet also the freedom to take independent decisions and actions to move toward a shared objective. Principles are directional, whereas rules are directive. A simple example of a rule: “All merchandise returns must be made within 30 days.” Contrast this with Nordstrom’s principle-based approach: “Use your best judgment in all situations. There will be no additional rules.” The former shows no trust in either the sales associate or the customer. The latter is exactly the opposite and encourages the frontline worker to build a relationship with the customer.”

 

Stephen

Posted on: December 22, 2017, 6:10 am Category: Uncategorized

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