In this book, the author reveals how to make employees more decisive and proactive, aligning their efforts with a passionate commitment to your business model. Clear, straightforward, and highly practical, the book offers a deep insight into the core principles of delegation and how to effectively implement them. It teaches how to achieve a level of service so exceptional that competitors simply cannot imitate it. Recognized as a true authority on service culture—honored by respected publications like Time and Entrepreneur—the author demonstrates the incredible results an organization can attain when front-line staff are empowered to resolve nearly any customer issue on the spot, without waiting for managerial approval. Customers don’t care about corporate policies or regulations; they want to be treated like valued guests, with their needs met promptly and thoughtfully.