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Employer Empowerment And The Pursuit Of Customer Satisfaction

by James Canada

Now more than ever, we understand and appreciate the importance of employee empowerment. The COVID-19 pandemic decentralized the workplace, essentially scattering the power structure from headquarters and regional hubs to dozens and hundreds of home offices across the country. Meanwhile, customers weren’t waiting around for approvals or double-checking via Zoom. To maintain customer satisfaction and keep business moving forward — especially in a challenging economy — businesses were forced to give more responsibility and decision-making authority to their frontline employees.

This is a good thing. Actually, it’s a great thing.

Even before the pandemic, it was increasingly clear that, to improve business processes, management needed to tap into the expertise of the people who know the best way to do their jobs — frontline employees who complete those jobs daily. And now, with widespread staffing shortages and talent acquisition and retention at a premium, companies must do everything in their power to make employees at every level feel like a valued part of the operation.

One tried-and-true method of empowering employees is an employee involvement program. Hearing and heeding employees’ ideas not only ensure that employees feel appreciated, but also can benefit the company in terms of saving money, time and trouble. For instance, factory workers and supervisors are often quick to spot inefficiencies on the line and unnecessary waste in process and materials. The key is to act on their ideas as often as possible. If employees realize their ideas are not being implemented, morale is bound to suffer — even if they are otherwise rewarded.

As I suggested earlier, employee empowerment does more than just profit the company and please the employee. Perhaps, more importantly, it leads to improved customer satisfaction. An empowered employee who has the authority and confidence to make on-the-spot decisions expedites customer interactions and gives consumers faith that their needs are being met in a timely, efficient and agreeable manner. Such a belief can only improve their perception of your company.

James H. Canada is managing partner/CEO for Alliance Technologies LLC, ITEN mentor and author of “Corporate to Entrepreneur: Strategies for Success.” Contact Jim at james.canada@alliancetechnologiesllc.com, 636-734-2337 or www.alliancetechnologiesllc.com.

 

Submitted 33 days ago
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