Strict Rules or Free Thinking: Which is Better for Your Firm?
Strict Rules or Free Thinking
Whether a company is managing a customer service center filtering thousands of calls a day, or its customer service department consists of two part-time students, there’s still often a script and rule book that many employers inject into the business equation.
But in a community culture inspired by social media, social conversations and more corporate transparency, is it still a good idea to play by the rules?
It depends.
If you go strictly by the book, you have the advantage of offering consistency and security.
Banks are the best example. You go in knowing what you’re going to get and you come out with a clean transaction. Business is done and both parties are happy.
Companies that benefit from this system include insurance middlemen and small businesses that offer high-end and often customized services, such as media solutions, home theater, graphic design, web services, security, etc. Their customers usually just want results. Business processes in these types of industries are often complex enough, and sticking to the book helps protect them and simplifies the process for both business and customer.
But if your company is outside the realm of such straight forward services, it would benefit you to have fewer rules and no scripts.
Free-thinking business owners who shun cookie-cutter practices value the individuality and strengths of their employees.
They know that every employee can’t be fit into a mold.
They also know that a company’s employees can be themselves and still get the job done.
Luke LeGrand ePRO
luke@kwcommercialsa.com
1102 E. Sonterra Blvd. #106
San Antonio, TX 78258
210-843-5853 (Direct)
210-493-4669 (Fax)
www.KWCommercialSA.com
Picture Credit: Flickr
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