Customers hate it when they can’t get to speak to a decision maker. When they’re complaining and want satisfaction, but there’s a barrier between them and the human that takes responsibility. When the person they actually can talk to has no authority and can only quote policy.
Customers love it when the human they’re dealing with has both the ability to act like a human and the willingness to do it. When they make a decision and take whatever actions are necessary to make things right.
Thing is … what customers love and hate, employees love and hate too.
Staff hate not having authority, not being able to make things right, being nothing more than a warm body plugged into a policy chip. They love being able to work the system and do the right thing.
Skippy strategy: Open the gate. Let your staff do the right thing for your customers.
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