[Zak]

Apple have _clearly_ explicitly given even quite junior staff the authority to "fix things", with a _big_ emphasis on "make the customer happy" outcomes.

I've often wondered why this isn't more common. It clearly creates loyal customers and has obvious potential to lead to increased profits long-term. I can't even begin to count the number of times I've been told an employee wasn't allowed to solve my problem in a simple, cost-effective and obvious way.