Give your team the ability to make decisions.
While shopping, I grabbed a $1 yogurt without a barcode.
The check out dilemma is worth checking out.
A staff member of the store came over seeing I was perplexed. No barcode? How?
- I suggested let’s scan another one? Not sure if that’s allowed.
- Let me grab another one. No…line too long
- Leave it behind? No, don’t want to waste it.
- Just give it to me? (but I’m not asking)
No, next step was grabbing another employee; a new conversation with the same first 3 points.
Don’t know what to do.
Let me get a manager. Really?
So we tied up 3 people, including management over one yogurt (well it was vanilla bean).
Between 5 and 10 minutes later…leadership sets in: just scan another one.
No real drama other than the time, the delay, the number of people involved.
Hey customer experience leaders: What should have happened?
LESSON: Empower your employees to work it like they own it. Problems happen; how can you solve them to delight the customer. Treat your employees like they make a difference…and they will.