Wriggle room

When dealing with a call centre we all appreciate it when they are willing to come off script to treat us like a fellow human being and help us. Our problem might not be as neat as they'd prefer and their flexibility says a lot about both the individual and the organisation they work for.

Equally when people nit pick about details in a bureaucratic procedure when you know they could tolerate imprecision – that too says something about the individual and the organisation they work for.

Some rules need rigidly adhered to – most don't. Too rigid a system, and people who are too tightly constrained, both snap under pressure.

We need to assert our right to wriggle a bit.

People who are too inflexible and don't exercise judgement can be replaced by robots.

Wriggle room might be humanity's USP.

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