You can tell when you’re dealing with empowered employees, can’t you? They’re agile. They step up and solve your problem. They aim to please, and make it look like no trouble at all.

Here’s what I’m talking about. I was going to a show at the brand new Musical Instrument Museum in Scottsdale, Arizona. A reggae band was performing in a rather small concert hall. It dawned on me, right before the lights when down, that my 89-year old mother might have trouble with the loud music. We didn’t have earplugs with us, so I decided to run out and ask guest services where I could buy some.

The employee hesitated for a moment, Read more