Empower
In a world of rapid change, you can’t expect that rigidly
defined rules will be the appropriate response to
changing circumstances. A ticked off customer
needs a solution right now from a front line customer
service rep – not some type of follow-up from head
office weeks later. A middle manager in a remote location
needs the ability to make a decision and must
commit to it today – they can’t afford to wait for the
wheels of head office bureaucracy to churn. Destroy
the hierarchy, and encourage a culture in which
people are given the mandate and the power to do
what’s right, at the right time, for the right reason.
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