How Boots went rogue | Aditya Chakrabortty

“fear comes wrapped in the corporate language of empowerment. Targets are “non-negotiable”, and staff who beat them get graded as “legendary”. A chemist advising a customer – “You know, like I’ve done my entire career,” as one Boots lifer puts it – is now having a “Great Conversation”. If the satisfied customer then compliments the chemist that is now a “Feel Good Moment” (although in performance plans they are unfortunately referred to as FGMs – so a chemist must notch up, say, five FGMs a week).” – How Boots went rogue | Aditya Chakrabortty

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