Businesses



looking for ways to motivate their workers are almost always looking in the

wrong places. Employee cynicism is the direct product of an organization's

visible preoccupation with self-interest above all else--a purely internal

focus. The focus in flashpoint businesses is directed outward, toward the

interests of customers and the community at large. This shift in cultural focus

changes the way the business operates at all levels.

The

reality in most business settings is that employees are de-motivated because

they can't deliver delight. The existing policies and procedures make it

impossible. Instead of "fixing" their employees, flashpoint business

set out to build a culture that unblocks them. Workers are encouraged to

identify operational obstacles to customer delight, and participate in finding

ways around them.