Watching the extras to the Bourne films on the train, I came across this piece of advice which every service manager should take to heart.
"Often when you are a director you are trying to free everybody from thinking too hard. Because if you think too hard, you're not instinctive.
The power to move, the power to excite, the power to propel people - is instinctive."
(Paul Greengrass, Director)
As a manager, what can you do to free your people from thinking too hard? Remember, it's easy to make things complicated. Simplicity is dang hard, and freedom is scary.
But you need them both to engage customers and release creativity.