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There’s always a better answer than “I’ll go find your waiter.”

What do you do when a customer hands you a problem that isn’t your responsibility? Do you:
a) hand it off to someone else?
b) step up and make it right?

Great employees are eager to own a problem and get it fixed. They want to make a customer happy.

Great companies build systems to make sure everyone is educated, encouraged, and empowered to think and act this way.

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