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Terms of Engagement, 2nd Edition by Richard Axelrod

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CHAPTER 6Widen the Circle of Involvement

Our local taxi service takes me to and from the airport. A few years ago the company installed a new computerized dispatching system along with new credit card terminals. On paper, it looked great: faster dispatch, improved cash flow, quicker and more accurate credit card processing. Drivers, customers, and the company would benefit.

The problem was it just didn’t work. Drivers couldn’t contact dispatchers; credit card processing was a disaster. Drivers kept their old manual imprint machines at the ready. Whenever it came time to pay my fare, I heard “If they had only asked us, we would have told them and saved all this BS.” Lost productivity; frustrated, angry employees; disgruntled customers—this is ...

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