Clients are not interested in corporate rules and regulations. Any buyer wants to be treated as a valued guest who is always met halfway. And this is only possible when ordinary personnel - salespeople, clerks, consultants - can independently, without management intervention, solve almost any client problem on the spot and immediately. John Schole, a world-class expert in the field of service, uses real-life examples to show that quality service is only possible when ordinary employees have real authority to act at their own discretion for the sake of the client, even if this means breaking some rules. The book is recommended for company leaders, managers and anyone interested in attracting clients.