Culture First with Damon Klotz cover image

Bob Sutton on building a workplace with healthy friction and no assholes

Culture First with Damon Klotz

CHAPTER

Revamping the DMV Experience

This chapter explores the significant improvements implemented at the California DMV, showcasing the role of a new leader focused on enhancing customer service and morale. It highlights the impact of 'friction fixers' and the importance of positive interactions in high-stress environments for overall satisfaction.

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