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.