The value of acting promptly and making a mistake requiring forgiveness is greater than the value of delaying to get permission! Let me explain you why…

Most companies fail to deliver excellent customer service because their employees are not empowered to make the right decisions the moment it counts most to make the customer happy. They need to check with their managers first delaying any helpful response, and making it frustrating for the customer to do business with you. Empower your employees to make the customer happy the fast and uncomplicated way. Your customers have a choice to do business with you, or the competition across the street.

If it’s the right thing to do and in the best interest of the customer, your company and colleagues, go ahead and do it. You’re not going to be 100% right all the time, but we’re working in the service industry and are not performing heart surgery, so trust me most mistakes can be sorted out later. We need to go back to the roots and focus all of our energy and efforts on making the customer happy. This is the only way to differentiate ourselves from the competition and ensure that we stay relevant.

Focusing on making the customer happy, doesn’t come without being able to let go of the past and being able to adapt to new things and to change. If you set too many policies and guidelines for your employees, you’ll make your company’s mission statement cloudy and difficult to understand. As a result your employees will be afraid to make any decision on their own, and rather don’t do anything at all. You’ll also force the leaders of your organization to become micro-managers, and the entire process of making your customer happy becomes slow and frustrating.

Keep it simple! If it’s the right thing to do, go ahead and do it. If it goes wrong, you can still ask for forgiveness later, learn from your mistakes, and grow as a result of it. Your company shouldn’t be afraid to make mistakes along the way, because making mistakes means you’re striving to move forward, trying new things and are not standing still, waiting for the competition to pass by. Don’t miss out on the opportunity of making your customers feel welcome.

Keep in mind that the customer is king! If your customer isn’t happy with your service, perception becomes really and you’re not providing a good service. it’s really that simple!

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