by Micah Solomon – Customer-Centered Leadership Expert
The range of how much (or how little) a single employee can give to an organization and its customers is so wide, as wide as the range of human possibility. I think of someone from an entirely different context – physiologist Ivan Pavlov — as an ultimate example of this.
Pavlov’s experiment–his research–was supposed to be analyzing the saliva of dogs after they were being fed. It was outside his purview to even notice the fact that the dogs salivated in advance of the food being delivered. In fact, by making note of this unexpected phenomenon, he made his job messier, the experiment less (more…)
