MAPP: Alignment
Alignment is critical. If you don’t have it, it’s like knowing that you have the right key for a lock but not being able to get it into the keyhole. While I believe that in most cases, everybody is trying to do the right thing when dealing with their customers. I often find that their definition of the “right thing” is not in line with what the program or process says to do. It’s simple human nature, we believe we know what’s best and often times that leads to us doing what we interpret to be best thing, sometimes with less than optimal results.
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