Empowerment Makes Dollars and Sense
Empowerment
exists when employees have the authority to make decisions
and take
appropriate actions without first seeking approval from
others. Empowerment allows frontline service staff to
act quickly for their customers, improving customer
satisfaction and boosting staff morale.
Brendan sent this example:
‘I use an internet grocery delivery in London
called Ocado. I’m impressed with this company
for the design of their website, the friendliness of
the delivery staff, commitment to a one-hour delivery
window and much more! Everything is designed
for what the customer wants, not what is easy for the
company. They get a lot of repeat business from me and
my friends.
‘Recently, Ocado substituted an item, a standard
practice when something I order is not available. I
did not notice the substitution at the time of delivery
(although Ocado usually makes it clear when they have
done this).
‘When the next delivery arrived, I asked to return
the item (worth 5 pounds) for a refund. The delivery
person immediately took 5 pounds off my bill and then
said, “You know what, you can keep the item anyway.”
‘The driver didn’t have to call anyone else
to ask if he could do this, he just did it. Terrific!
The company empowers him and trusts him to look after
their customers right at the doorstep. Ocado will earn
those 5 pounds from me many times over.’
Empowering the delivery person gives the customer what
he or she wants and is best for the company,
too. Imagine the administrative costs of processing
a refund claim,
bringing a product back to the warehouse, restocking
the shelf, adjusting the inventory, etc. All that effort
for an item of such low value! Yet that’s exactly
what most grocery stores around the world would do.
Grocery is a low-margin business. The best, fastest
and most intelligent thing to do is what the driver
did: turn a low-value item into a high-value customer
moment.
Key Learning Point
Empowerment works
for your customers, your staff and your organization.
Customers get what they need done quickly and done right.
The staff becomes more positive and professional. Your
organization earns a reputation (and loyal customers)
no amount of advertising can buy.
Action Steps
Ask your frontline
staff what they cannot do for customers without
first getting a manager’s approval. Now ask yourself
what you might gain if staff could act immediately. If
there are credit risks or financial limits involved, set
them high enough to be worth the time and effort your
administrative procedures will require. Otherwise, let
your service team do what’s right – right
away.
Next Article in Customer Service Culture >>
I Want to Speak to a Supervisor'
First Article in Customer Service Education >>
Education is the Star at Starbucks
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