Thanks Caria. I agree it’s also important to make sure we’re sending the right message to the customer. This must be even more critical in your industry where multiple cultures and practices are all merged together.

The companies where I’ve seen it become more of a problem are the ones who use process to fix personnel issues. They create rules to correct the behavior of one or two individuals. And while they’re successful in preventing that same transgression from recurring, it puts an added cost to everyone else.

And I think this is what ultimately creates the “nanny state.”

Thanks again, I appreciate your thoughts.

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