Empower your Employees

[JasonBrown]

How many times have you heard “Sorry sir, but our rules do not allow this”. It’s a recurring theme where an employee hides behind a ‘company policy’ to deny you something which might be fairly insignificant – like my friend who was recently not allowed to cut a small ceremonial birthday cake at a restaurant.

The resultant Facebook rant perhaps accounted for a few dozen people who might never go to there again. It almost makes it look like the employee and the establishment were working at cross purposes; with the establishment’s rules pulling back an employee’s ability to delight a customer.

In this context I read something recently that came as a breath of fresh air – a friend’s Facebook post about an experience she had at Toni & Guy in Express Avenue, Chennai.
https://cloudcherry.com/blog/empower-em ... r-delight/