by Bob Schmidt

Created on: October 08, 2007   Last Updated: June 15, 2011

The key to great customer service lies in having a system in place that permits quick resolution of a problem before it escalates. When the staff of a business have the authority to remedy obvious mistakes, Since  people and businesses make mistakes with predictable frequency, being able to correct simple mistakes helps keep customers happy . An employer who has empowered his staff so that they can resolve things that go wrong will probably also be perceived as an employer who has great customer service.

Empowering employees to take care of problems as they present themselves has very little down-side. The trust in each employee's judgment is a compliment which they appreciate. Problems that are eliminated quickly lead to less distraction from the business activities that are critical to profit generation. Patrons of a business appreciate that fact that a resolution is immediately at hand. It is not difficult to have a fail-safe in place wherein an employee may refer some problems upstairs to management.

Most businessmen realize that each customer costs a certain amount of money to attract into the business. As with any investment, conditions should be in place to protect that investment. Obviously, that begins with having an efficient staff. Their performance creates the image presented by the business to the customers.

If a business does not have sufficient confidence in the staff and  employees to give them the authority to resolve minor problems, they should be train or replaced. The staff should be empowered to do the job at hand in the most efficient manner possible, which should include the ability to resolve problems within the limitation of their capabilities.

On a personal level, the last time that my order in a local restaurant was botched by a careless cook, the food server informed me that there would be no charge whatever for my meal. I was surprised because it was not a big deal from my perspective. There was an unexpected result to the offer of a free meal though. I refused to not pay for my meal. Who has never made a mistake? I enjoyed my food, and paid for it over their mild protests. Beyond that, I was most pleased that they had offered the free meal. It was, simply stated, beyond the call of duty.

Every businessperson who permits his employees to demonstrate their abilities to excel with customers does themselves a great favor. More importantly, they do their customers a great favor! The short of it, share the power. It can be surprising how resourceful some employees can be if given the opportunity to make decisions.

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