Discretion at the operating level of your business can absolutely destroy your business! When you fail to be consistent, customers come away with a different experience every time. This headline, “Eliminate Discretion at the Operating Level of Your Business” is a mantra from Michael Gerber’s E-Myth, Why Most Small Businesses Don’t Work and What to Do About It. It is the principal of systems at its core. A starting point for systems take precedent over people. (See Topgrading - Was Michael Gerber Wrong)
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