The first rule is change the rules. Smith lobbied Congress to deregulate the airfreight industry, competitors shared the benefits, and the industry grew ten-fold. Let your competitors follow your lead. Problems have silver linings, too. FedEx, like all other innovators, regards every problem as an opportunity.
All innovators transform problems into opportunities.
FedEx welcomes customer's problems as well. Handling customer's problems only opens the door for FedEx to offer the use of their other services while improving on their existing service. Software equals savings, service, and sales. Fred Smith has shown that information is the lifeblood of a service company such as FedEx. FedEx pioneered next day service.