Exactly this. Tim Ferriss had Frank Blake, the old CEO of Home Depot, on his show where he discussed this. Super interesting. https://tim.blog/2018/03/15/frank-blake/
I am listening to this podcast literally as I type this, and it frustrates me to no end to hear Frank's story and how much he cares about customers, and how shitty Home Depot is now. Their customer service is atrocious and their reps are poorly-trained to help with technical tasks.
I fear Frank's decrees were not carried over after he left office (2014).
I fear Frank's decrees were not carried over after he left office (2014).