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EMPOWERING YOUR STAFF LEADS TO BETTER CUSTOMER SERVICE

How many times has this happened to you? You purchase an item at the local big box department store, only to get home and find out there is a problem with it. While the problem is not a major issue and you may want to keep the item, you call the store to inquire about a partial refund.

The front line staff that answers your call agrees with you, but must clear it through his or her supervisor. When the supervisor gets on the phone, you explain your situation all over again, only to have the supervisor transfer you to a manager. Once again, you explain your position and get transferred to the corporate headquarters.

By the time it's all over with, you may have received the partial refund, but choose not to do business with the company again because of the time it took to resolve the issue. This could have been prevented if the front line staff were empowered to make the decision to issue a refund in the first place.

In today's fast-paced business world, this is often referred to as "Run and Check" syndrome, and can have a negative impact on your company's ability to do business. "Run and Check" syndrome often leads to staff and customers feeling undervalued, and becomes a major roadblock to effective time management on the part of upper management.

On the other hand, empowering your employees has been proven to have a positive effect on several parts of your business. Absenteeism and tardiness rates drop, as do turnover rates. In general, you will find that empowering employees creates a happier staff, which ultimately translates into happier customers!

STEPS TO EMPOWERING EMPLOYEES

While there is not a one-size-fits-all approach to empowering employees, and the level of empowerment will vary from industry to industry, there are a few basic rules that any manager can follow to foster the healthy, happy empowered work environment.

1. Hire dedicated, motivated people - Entrepreneurial types are more likely to take the reigns when given the authority, as well as to take responsibility when something doesn't quite work out as planned. Believe it or not, there are some employees who do not want to be empowered. They want to do as little as possible, thus accepting as little responsibility as they can, and go about their lives.

2. Don't micromanage - Micromanagers are the biggest block in empowering employees. Instead of hiring staff based on experience and skills, and then letting them do their job, micromanagers have a need to be involved in everything front line staff does. Not only a stumbling block to empowerment, but a huge waste of time on the part of the manager as well.

3. Set clearly defined goals - Empowered employees must have specific guidelines and measurable goals to work with. These will serve as a strong foundation when decision making time rolls around. When mixed with a little common sense, clear, concise goals can go a long way in providing your employees with the tools they need to be empowered.

4. Encourage new concepts & ideas - Empowered employees will feel more so when they know that their opinions and ideas are accepted and respected. While not all ideas will be used, new & innovative methods often result from empowering your staff to make certain decisions.

Ultimately, empowering your staff to make decisions will lead to happier employees and better customer service. In today's "Instant Gratification" society, the closer to the customer the decision can be made, the more your business will be rewarded.

Learn more about this author, David Ware.
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