How a company encourages people to speak up and ask for help

Fintona Financial (not the real name of the company) had a problem. Interviews with their financial advisors were a source of concern: in Fintona’s financial services, many consultants followed a three-way rule: “If you really need the right Fintona response, you must call them three times [to ask the same question] and trust them two first operators to give you the same answer. “Yes, Ouch. The more calls they received, the more operators they needed and the lower their margins.

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