I wanted to suggest that the information that is in our clients accounts  that is not suppossed to be shared with the callers should be marked by a special character.  Maybe an asterisk ****or a dollar $$$$ sign, to get your attention.  This way we are certain that are Apples everywhere are not giving out information that the client does not wants us to share.  Culminating with a un-happy customer.   I guess this idea can fall under small details are huge.  One other suggetion is making sure that the instructions on the accounts are so simple that if a 5th grader reads them he would be able to interpret the same thing as an 10th grader that way making it easier for comply with our customes wants and needs.  I've seen many accounts that due to wrong interpretation of the instructions are costing the customers money.   The interpretation is ambiguous and caused mistake that could have been prevented, by just making it simple.  Again this would give us consistency with the way we hadle and dispatch the accounts.  Keeping our clients expectation of great service. There goes another core value. Think like a customer.