Choiceless Doer

She had been set up as a choiceless doer.She had been given a manual that essentially said, " It's all about the tansaction-just do the transaction and be friendly." But her own experience and insight told her otherwise. She chose to build and implement her own customer service model, understanding that the ultimate goal of the bank was to create happy customers. To do that, she had to reject her role as a choiceless doer. Rather than obey the teller manual and deliver subpar service, she decided to make choice within her own sphere. She had decided, dare I say, to be strategic.
——Harvard.Business.Review.July-August