Customer Servces
Empowerment, The Key to Exceptional Serviceby Eileen O. Brownell
An individual without information cannot take responsibility; an individual who is given information cannot help but take responsibility. Jan Carlzon, CEO, Scandinavian Airlines
At sixteen, I got my first "real" summer job. Was I ever hot stuff! Hired as a waitress for a hotel resort, the job required me to live 150 miles away from my parents in a dorm at the facility located in the White Mountains of New Hampshire. We were required to work seven days a week and serve three meals a day. In addition to our normal service duties, we were required to keep the dinning room vacuumed, dusted, wash the large service plates by hand and keep the sterling sparking. We were given two days of intense training before we were let loose on the guests. The Maitre d' and his wife ruled us with an iron fist in the front of the house. The chef, who never smiled, was the unforgiving king of the kitchen.
Before each meal, the Maitre d' surveyed our stations. The slightest imperfection could lead to a tongue lashing in front of our peers. If we made decisions regarding guest requests, we were scolded for not consulting them or the chef. If we seemed to be taking too long between courses, we were hunted down and asked to justify our slowness. We were required to wash and press our own uniforms. If they were not spotless and pressed according to their standards we were required to change immediately.
The chef watched us closely as we prepared dinner plates. He demanded perfection in the presentation and yelled at us when we failed to fulfill his expectations and demands. I learned a lot that summer about working, personal freedom and accountability. It wasn't until much later in life however, that I realized what I had really learned that summer was how NOT to supervise or treat staff. Additionally, I realized just how important empowerment was.
We see it everywhere, front-line staff that is not allowed to make decisions or be involved in the decision-making process. Yet these are the individuals who have the greatest interaction and impact on our customers. There are numerous reasons why organizations have failed to create an empowered work environment. Some of them include:
Management fears they will loose control and/or power.
Employees are not trusted to complete their tasks and responsibilities or to make decisions.
Previous organizational experiences with empowerment have not worked.
Management lacks the skills to motivate and/or train others.
Rules and policies are more important than people.
It would mean sharing more information about the organization and the decision making process with the front line staff.
Empowerment is a more productive way to run an organization. Employees who are empowered benefit the organization, the customer and themselves. People come to work excited and motivated to complete the tasks at hand within an empowered organization. Your organization may want to consider the process of creating an empowered staff. Although the process of changing to an empowered organization will take planning and work, the end results for the staff, customer and business are worth the effort. Some of the benefits of an empowered organization include the following items.
Creates a learning organization. In order to develop a staff that is able to make decisions confidently, assist the customers in a timely manner, and help the organization grow, they must be properly trained. Training is an ongoing process in an empowered organization, conducted in both formal and informal settings. Management uses every opportunity to help the staff improve their skills.
Staff feels confident. Staff is confident to make decisions quickly and on the spot. Because they are regularly trained and prepared for the decision making process, they have the necessary skills and knowledge to function appropriately within the organization. Additionally they know that management supports their efforts and decision-making process.
Decisions are made throughout the organization. Decisions that affect customers need to be made by the individuals who serve them the most. In the empowered organization, the emphasis is on fulfilling the needs of the customer as soon as possible. That means the front-line entry-level staff has to be properly trained to make decisions in a timely and appropriate manner.
Responsibility is shared. Because everyone within the organization has been properly trained, management is able to move on to other duties and responsibilities. Leadership changes with the challenge and the task. Whoever is most qualified to lead the team does so, depending on the task or assignment.
Staff is accountable. Employees participate in establishing their work standards. Because staff is given a say about how they perform their tasks, they feel accountable and more responsible. Staff knows they have the necessary training and information to make informed and logical decisions. If they feel uncomfortable or unqualified to make a decision, they willingly request assistance.
Staff seeks help when necessary. When staff is unable to create a logical resolution to a customer challenge they feel comfortable requesting assistance and information. Fear is outweighed by courage within an empowered organization. Staff is encourage to ask questions with the knowledge they will not be ridiculed. The empowered organization knows the only way people learn is if they ask questions.
Communication occurs in all directions. The traditional organization operates on a "need to know" basis only. Few secrets exist within an empowered organization and employees at all levels of the organization communication with each other. The traditional chain of command is virtually non-existent.
Empowered organizations are visionary. All employees from the CEO to the janitor are involved in fulfilling the mission and vision of the empowered organization. That means everyone is involved in creating the vision of the organization. Input is generated from all levels in order to create a united vision that helps the organization grow.
A top priority is quality products and service. Because the empowered organization is well trained, flexible and team oriented, it is able to focus on quality. All team members are involved in the process of establishing the standards for work, service and the products created. Team members take great pride in establishing a reputation for quality service and products.
All employees have the power to influence how business is conducted. The front-line employee typically has a greater knowledge of product flaws, customer needs and organizational challenges then administration does. In the empowered organization, employees at every level are responsible for providing input on product development, creation and customer service. Organizational risks. Empowered employees and organizations are willing to risk. They are not afraid of the self-examination process that occurs during the risk taking procedure. Additionally risk takers know that mistakes will occur.
Trust exists within the empowered organization. Employees are encouraged to share information openly and know they will not be criticized or reprimanded for expressing their opinions, concerns or issues. After individuals involved in the final outcome have had the opportunity to provide input, decisions are made in the open. When trusts exists, employees also are allowed to gather information at all levels of the organization.
According to Sam Walton, "If you want a successful business, your people must feel that you are working for them, not that they are working for you." Empowered organizations have employees that develop and live up to their full potential. Management involves staff members in the decision making process including the selection of training programs to develop their skills. Staff willingly takes risks to improve the product, organization or service without fear. They are encouraged to learn from their mistakes.
Management understands that without risk, the organization will not grow. When employees are part of the decision making process, visions come alive. Staff knows their input is appreciated and their contributions make a difference. If you want to successfully grow your organization and service your clients in the 21st Century examine your business and establish if you are ready to grow leaps and bounds with empowered employees.
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Eileen O..Brownell. All right reserved. For information contact Frog Pond at 800.704.FROG(3764) or email susie@frogpond.com.
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