Given all our complaints about customer service, could you imagine a company only hiring “C” students and giving them the power to make management decisions to make situations right for the customer?
I’ve been a fan of the Enterprise Rent-A-Car hiring and service model for a long time and their most recent TV ads say it all. The ads have Enterprise teammates stating that if a customer ever has a problem, “I can make it right.” If you have ever dealt with Enterprise, it is true. Enterprise is family owned, hire highly social, C students with leadership potential. They train them, put them in charge and let them make decisions. Seems like such a simple concept.
Do you give your teammates the decision authority to get their job done? Do they know what decision power they have? Do you cause non-value added checks and balances?