Chapter . Empowering service
If you are reading this and you work for someone, I wonder whether you wish you were allowed to use your initiative more often to create amazing customer service. If you are reading this as an employer, do you wish your staff would use their initiative more often to create amazing customer service?
Managers: if your team aren’t using their initiative, are they aware that’s what you want them to do?
Everybody: is your manager aware that you want to use your initiative more often?
Several years ago I had an ‘away day’ with my team and we set the boundaries on what we could spend both in time and cash to ‘wow’ our customers. Over a year later, I was speaking at a conference for the BBC and we had taken along copies of my ...
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