'Mediocrity knows nothing higher than itself; but talent instantly recognises genius.'
Dr Watson, in The Valley of Fear - on the rare occasion he was given the insightful line over Holmes. Conan Doyle wrote fiction, but he was paying close attention.
A capable person working within rules that are too rigid for their ability can see exactly what a better approach would look like. That is a specific kind of frustration.
Someone less experienced or capable encounters a different frustration entirely — not seeing why the rules exist, or what they are there to protect, they also see exactly what a better approach would look like.
Both matter. But the conversation a business needs to have - and what it needs to learn from each - are very different"
