When your business is TOO good...
You spend millions of dollars to infuse the company culture into everything you do. Your mission statement spells out in detail what you expect from all employee levels. From orientation training through exit interviews you emphasize your company values. You try to have every customer interaction embody the best of what your company has to offer. Your quality of service drives quantity of sales. But what is your game plan when a customer or company initiative creates a need or demand that does not fit your existing capacity to deliver?