Description

Howard Behar hates manuals, but acknowledges that we need some for legal and safety reasons. He prefers recipes. For example, instead of telling someone how to sweep the floor, offer a variety of brooms and set two goals, such as: 1) the shiniest floors in Seattle, and 2) increase your productivity by about five percent per year. Frappachino became a staple only because a California store manager was allowed to “choose her own broom.”