Company policy -- those best practices presumably established to support an organization's goals. It begins as a compilation of a lot of little words and ideas, purely inorganic. Left unchecked and unquestioned, however, this same policy over time becomes a cancerous death sentence for a company's relevance and success -- an emotionless monologue delivered one too many times. Considered from the perspective of the individual agent, company policy is synonymous with "the way I've always done it," and nothing can kill an otherwise good business faster. I was recently reminded of the evils of the policy manual. Saturday, I had an hour to kill between appointments so I decided to turn on the multitasking turbo-boosters and squeeze in a critical personal errand. Operation S...
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