Traditionally, the corporate organization culture has been one in which employees learn the rules and follow them. If employees had good ideas that might help customers, but the ideas were different from the norm, the employees often remained silent. A top-down decision making environment sends a message that employees don’t have permission to suggest changes. This mentality is slowly changing especially with the huge emphasis on customer service today. Some companies have given employees more freedom to make the best decision for the customer based on the circumstances and company guidelines and values.