11. Mission statement impossible
Did you ever find yourself standing at a counter for a car rental, looking around at dirty carpets, rude staff and a long waiting line? Then you glanced at a big poster above the counter that says “Mission Statement” that has some completely disconnected ideas from what is actually happening in their office. THAT simply tells you that no printed signs, and no mission statements will ever make up for the lack of passion and genuine care for your customers.
Know what you stand for and show it, don’t tell.
(this is a series of posts on rework).