How often do you find yourself saying: "use your common sense". In a world where red tape and bureaucracy is becoming more prevalent, there is a danger that we stifle common sense and innovation. Today, I want to pay tribute to Thomas Watson Sr. whose business skills led to the success of IBM. He ensured the motto THINK was on every employee's desk. I am in the process of reviewing our customer service escalation procedure. I have added an internal section called ‘Common Sense Service Rules’. Some may argue it’s a ‘get out of jail card’ for any inaccuracies in…
