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Script or Staff?

Seth Godin recently stayed at a Westin Hotel in Florida while he was giving a speech. Seth had some challenges with the staff there and writes a blog about it. [link]

His blog launched into another blog talking about People or systems? Chris Garrett disagreed with Seth, read his take. [link]

This is an interesting debate. I truly see great value in both, people just winging it is not a great idea. And, a perfect system without the right person executing it will fail as well. I am going to vote for a balanced attack but I put more value in the people than I do in systems. At the end of the day I agree with Seth, if you are hiring the right people you need to trust them to come through for you.

My summary is: Hire the right people, train them, give them the systems and allow them to be great.

tags: customer service | management
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