Take a bow if you have built a culture that cares. If at every level, your team is worried about the end user. If everyone in your organization knows that the customer has an option and that someone else will take care of him if we don’t.
But if you are breeding a culture of people who just do their job as defined by the book, slap yourself. Remember, it always has to start with you. Build a culture that cares and pick the right people to build on it. Have no patience when you hear the words ‘that’s not my job,’ or ‘I am limited by my role,’ or ‘no one told me.’
Side Note: You failed as a leader if you hear the word ‘I am not sure if I can take this call.’ Building a culture that cares starts with building a fearless culture.