Every Customer consultant says EMPOWER Thy Employee! This is the path to Customer success.
But truly companies find it is better not to empower employees, in fact to hire the dumbest possible employees who will (and cannot) deviate from what the company wants to do.
Take my case. I was to fly from Delhi to Thiruvananthapuram to give a key note address. Jet airways had a flight at 8 am connecting toa 10.35am flight from Mumbai with 30 minutes connecting time. Jet called me and said the arrival into Mumbai was changed to 10.10am and so there was not enough connection time there. They could put me on a 7am flight. No, they could not put me on some other airline. No, they could not do this or that. They could not assign seats, they could notupgrade me. In short, all they were willing to do was to put me on the 7am flight, and the employee was not empowered to help me in any other way.
An empowered employee would have given away much more to me.
This entry was posted on April 8, 2015 at 5:53 pm and is filed under Business & Management. You can subscribe via RSS 2.0 feed to this post's comments.	You can comment below, or link to this permanent URL from your own site.