An
example is the story about a sales representative who took back a customer’s two-
year-old blouse with no questions asked.
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A frequently told story at UPS concerns
an employee who, without authorization, ordered an extra Boeing 737 to ensure
timely delivery of a load of Christmas packages that had been left behind in the hol-
iday rush. As the story goes, rather than punishing the worker, UPS rewarded his
initiative. By telling this story, UPS workers communicate that the company stands
behind its commitment to worker autonomy and customer service.
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