John Tschohl
John Tschohl
John Tschohlis an author and president of Service Quality Institute. He is an American business consultant and Customer Service Strategist...
cheats customers develop given liars prevent ridiculous rip
They think customers are liars and cheats and, if given the chance, will rip off the company. To prevent that from happening, they develop ridiculous rules, policies, and procedures.
business company complaint customer door feeling greatest heaven hell problem seconds sending solving taking unhappy
It 's solving a customer's problem or complaint and sending him out the door feeling like he has just done business with the greatest company on earth. It's taking an unhappy customer from hell to heaven in 60 seconds or less.
celebrate company decisions door element employees empowered feature front message near parking pizza prime recognized rest sending spot throw workforce
Recognition is another important element of empowerment. Employees who make empowered decisions should be recognized and rewarded. Celebrate them. Feature them in the company publication. Give them a prime parking spot near the front door for a week. Throw a pizza party. By doing so, you are sending a message to the rest of the workforce that empowerment is important.
diminished employees empowered fear roles
They fear that, if employees are empowered to make decisions, their roles in the organization will be diminished or eliminated.