Management at Sleepy’s
Seth Godin has this story to tell about a mattress store chain:
It’s a post about the phone on the Sleepy’s salesman’s desk. Our sales guy, who was outstanding by the way, explained that all 400 stores in the chain are owned by one guy, and that the instructions are clear: if there’s anything in the store, anything important, that’s broken and not fixed within 72 hours (including policies, prices, inventory, whatever), his job is to pick up the phone and dial 300.
And Harry Acker, the owner, the billionaire, answers. “This is Harry.” And you tell him and he fixes it.