Would Practical Wisdom Improve Customer Service?

Would Practical Wisdom Improve Customer Service?

Barry Schwartz spoke at TED this past February about “practical wisdom,” a classical term that Schwartz redefines in a modern context as knowing when and how to make exceptions to every rule, and when and how to improvise. His point, largely, is that a lot of modern life would run more efficiently, and more justly, if people would stop blindly following and enforcing rules when they become absurd.