The Quality Revolution was meant to be customer focused, instead became process centric and one of record keeping. Nonetheless, Total Customer Value Management can learn from the Quality movement. There is much to learn.
Why Empower Employees if you can get away with it
Why Empower Employees if you can get away with it: a Different (flawed?) Customer Strategy
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 to a 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 not upgrade 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.
I computed my options. My choices were to cancel the flight and get another much more expensive flight, or stick to Jet on the earlier flight or take a much later flight and arrive 6 hours later
The person was not empowered to do anything extra for me except aggravate me. But his politeness prevented this though he hinted it was not the airlines fault (so it must be mine, I thought.)
An empowered employee would have given away much more to me.
So why empower employees?
Your comments are welcome!
Gautam Mahajan, President - Customer Value Foundation
M: +91 9810060368
Tel: 11-26831226, Fax: 11-26929055
Customer Value Foundation (CVF) helps companies to Create Value and profit by Creating Value for the Customers, employee and for each person working with the companies. Total Customer Value Management (Total CVM) transforms the entire company to focus on Creating Value for the Customer by aligning each person's role in Creating Customer Value and getting shareholder wealth and Value.
I notice more and more that the Customer is taken for granted or allotted a by the way mention in new business strategies. Forbes and many others have written about this and bemoaned the fact, and warned companies not to ignore the customer.
Here is an excellent review on Gautam Mahajan's book on Value Creation written by Colin Shaw, founder and CEO of Beyond Philosophy. Colin is an international author of five bestselling books and an engaging keynote speaker..
In my book, Value Creation: The Definitive Guide for Business Leaders, I added a 4th A (Ability) to what Management gurus talk about in the 3 A’s to ready ourselves for the future
Customers tend to buy or use those products or services that they perceive create greater value for them than competitive offers. It is essential for executives and leaders to create higher value for their Customers than competition can.