Everyone needs a map and compass (or better yet a GPS) if they are lost in the woods and want to find their way back to civilization. After years of accumulation of procedures, rules and practices our “Business Opus,” the policy and procedures manual had become a behemoth text. In a moment of inspiration, we flushed our 300 page operations and client services manual in favor of a three question compass and it changed our business culture instantly.
Here’s our guide –

1. From our client’s point of view, am I treating the client with the utmost respect?
2. From our client’s point of view, am I exceeding the client’s expectations?
3. From the company point of view, is what I’m doing in the best long-term interest of our company?