(1). An unofficial procedure that a small, smug subset of employees deems better than those of their peers.
“Well, as a best practice, my team always sends each of our clients a personalized holiday card and a little tin of cookies. Our client retention rate is 0.1% better than the firm average, so it’s clearly worth it.”
(1). Special skills, products or abilities that you try to make prospects believe your company has that no one else has, when in reality, everyone just sells the same crap.
“I mean, c’mon, it’s not like we have some secret sauce that makes us better than anybody else! We sell toilet seats, for gods’ sakes!”