"It must have rules: **There are clear structures, time frames and behaviour that is ‘out of bounds’.** You must be able to explain to people ‘the rules of the game’. Someone on your team might ask, ‘Why do we spend so much time with customers after they already buy from us?’ To which you might say, ‘One of the rules for the game is that we must have customers who feel respected and appreciated by us and rate us at least 8/10 on customer service.’" ([Location 890](https://readwise.io/to_kindle?action=open&asin=B00NVQE4T8&location=890)) --- **Tags** -- [[quotes]], [[organisational-values]], [[organisational-culture]], [[systems-thinking]] **Source** -- [[20250303112500 - B - Key Person of Influence]]