From Adaptive Path: I’m continuing to explore the importance of trust, though not just in customers, but in ones own employees as well. For example, Southwest Airlines empowers front-line employees to make decisions driven by customer needs, and does not require them to be beholden to policies and procedures manuals. Nordstrom (again) had an employee handbook that consisted of 75 words: Welcome to Nordstrom. We’re glad to have you with our Company. Our number one goal is to provide outstanding customer service. Set both your personal and professional goals high. We have great confidence in your ability to achieve them.