December 21, 2008

Delighting Customers With Employee Empowerment!

Customers like to have their problems fixed by the first person they approach. Having an employee call for the manager only causes irritation and frustration.

They can see it as a stalling technique and is more likely to require more costly remedies for the problem the customer has.

Managers facing such an intervention are more likely to have annoyed customers to face, which is not much fun for anyone.

Empowering your customer facing employees is a great step to delighting your customers.

Filed under Developing Your People, Managing Me by Martin

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December 15, 2008

“If you don’t have time to do it right, when will you have time to do it again?”

“If you don’t have time to do it right, when will you have time to do it again?”

Time is of the essence in the fast-paced modern world in which we live our days.

Unless we are very careful, we rush each day, fixing things as best we can, without the time to correct things so they are permanently fixed. We just about survive – on a good day!

The trouble is that when we sticking-plaster mend, it doesn’t often correct the underlying issues.

And because we don’t devote enough time to delve and fix the bigger issue, under the surface, it comes back time and time again to haunt us, wear us down and suck the energy right away.

Next time you find a recurring problem, take a little longer and invest in a bigger fix than the sticking-plaster.

It will take you longer and it might seem quite a challenge. Then as you do this, you notice that your investment starts to pay off and you will get the value of that time back, with interest.

How often in the past week did you have to ‘fix’ something you fixed before? It can drive you crazy! So, by endeavoring to get a layer beneath, you can sort out the sources and fix those, instead of the top-level problem coming up time and again.

Your people will soon start to see you do this and over a surprisingly short time, they will make sure that new tasks are right, first time too.

Frustration eases, people become more productive, confident and creative. It takes time to make things work well right away every time and when it works you know it’s been worth it’s while.

This investment of your time might seem a challenge at first. Yet, quite quickly, you will see that the outcomes you are achieving were worth those days where you put aside seemingly important tasks, to invest a little in the future.

Filed under Great Quotations, Management Basics, Managing Me by Martin

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