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Real-Life Decision Making

"One of the hardest aspects of this or any service-based industry is hiring good people who understand that the customer comes first and are willing to go the extra mile to see that a customer is satisfied with their move," says MaryScott Tuck of the American Moving and Storage Association.

"And yet at the same time they understand that all services must be delivered without compromising the well-being of the company for which they work. Delivering the moon on a silver platter is great, but at what cost?"

Here's an example of the type of decision that Tuck says is made at all levels of the company many times a day. You are the driver at a moving job. You're part of a crew that is unpacking furniture in a family's new home.

In setting up a bookcase in the woman's home office, you find that a screw is missing that is needed to finish the assembly. Is it worth your time to go to a local hardware store to pick up the screw?

"This seems to be an easy question, but with the cost of fuel and low mileage per gallon of a full rig, the question takes on a new level," says Tuck.

What do you do?