It’s happened to you, and probably more than once. You start to walk into or out of a business. They have double doors. You grab the handle of one…and it’s locked. So you have to use the other one. No big deal, right? Except it’s annoying. Why, if there are two doors, would one be locked? The answer, almost always, is that someone was too lazy to unlock the other. By itself, that may not matter. But what else are they too lazy to do? In what other ways are they putting their needs before yours? Where’s the one locked door in your company? What’s the problem no one bothers to fix, or the barrier to great service that no one will take the time to remove?
