Learn From The US Military & Improve Your Bottom Line
Over at Service Untitled, Doug makes the point that managers should be given autonomy within their organizations to meet customers needs. If he is talking about empowering your frontline managers, Im in total agreement. Thats something Ive been advocating for the nearly three years Ive been blogging on customer service issues.
I once watched a desk clerk at a Four Seasons Hotel comp a guests bill because the guests spouse complained of a less than clean room. She specifically mentioned cobwebs in their room as well as several other faults. The clerk didnt blink; he didnt flinch, he didnt look for his supervisor. He immediately comped the room. Now thats giving your staff autonomy, or as I call it, empowerment.
I enjoy reading history and over the last few months Ive read Michael Kordas Ike, and David Halberstams, The Coldest Winter. In both books the authors point out that an important strength of the American military was the willingness of company, platoon, and squad leaders to improvise when the situation demanded it. The Germans, Japanese, Chinese and North Koreans were unable to do that with disastrous (for them) results. The Marines call this adapt and improvise.
Business owners and leaders should encourage this same competency in their own frontline managers and staff. As long as the employees know what their limits are, they should be empowered to bend the rules in order to keep a customer.
But Glenn, you say, What if they give away the store? Thats not a problem in the military. They have their marching orders, but they also know they can adapt and improvise. Its up to you, the senior managers/owners, to give your employees clear parameters beyond which they cant go.
Some of the advantages of empowerment are:
Employees enjoy being empowered which is reflected in increased productivity and reduced turnover
Complaints are often stopped dead in their tracks wowing the customer and turning the customer into an advocate for that business.
Employees dont have to pass the complaint up the chain freeing supervisors for other duties
An the real benefit to you is more experienced employees whose increased productivity increases your bottom line.
Empower your employees, but as Doug says, hold them responsible for their actions. That includes rewarding and recognizing them for their successes.
Regards,
Glenn
An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.
Stephen Covey, Principle-centered Leadership as quoted at the Quotationspage.com