Like many managers in his organization, Jim was experiencing herculean levels of pressure. Having worked with him before, I sensed that he was actually in tears as he described his request.
“Nineteen thousand membership cards were processed and mailed incorrectly. Our call centers were instantly overwhelmed, and it happened at the worst time. It’s our busy season, and our customer satisfaction has hit rock bottom—an all-time low. My team trained the employees who made the data