If, as Commerce Bank does, you choose to hire for attitude, then you must engineer things so that even lower-aptitude employees will reliably deliver great service. It connected the world, bridging gaps between cities and rural communities; oceans and countries. On January 5th, , the Detroit Free Press pushed back against the long-held dream that man could one day fly like a bird. But the physical damage of the war was cleaned up. On paper, or to outside observers, decisions should be made with facts. Recall that Progressive is justifiably proud of its analytics advantage, which enables it to effectively size up the risk that a given policyholder will file a claim. Your management team must be absolutely clear about which attributes of service the business will compete on.