The Satisfaction Formula – Empower

In this post, authors Dave Sweet and Jayna Sweet explore the benefit EMPOWERMENT adds to the customer experience.

Have you ever been in a situation with a customer where, say, things weren’t necessarily perfect? Perhaps they had an appointment to see you, but they weren’t in the system correctly, or maybe you spilled a drink all over their feet. Whatever the case may have been, most likely those of us who have worked in customer service can recall an interaction that seemed to be going south. What did you want to do in that situation? Did you want to give them a discount or comp their order? Did you want to run to another store to grab the item they were looking for, but you were out of? Did you want to give them an additional service free of charge? If so, congratulations, you were thinking above-and-beyond! You were ready to recover big and exceed expectations.

However – a lot of times we may want to do things to go the extra mile or fix a problem we’ve had, and yet don’t do it. Why?

If you didn’t end up doing the extraordinary thing you’d thought of – why didn’t you? Were you afraid you’d get in trouble for giving something away for free? Were you required to get management approval and your manager wasn’t available? Were there no systems in place to allow you to even try? Unfortunately, that is a mistake lots of companies make. They don’t empower their employees to make decisions that transcend the norm and exceed customer expectations.

Ponder this piece of wisdom from Theodore Roosevelt:

“The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.”

About the Authors

Dave Sweet, President of Phoenix, AZ-based automätik is an alumnus of THE Ohio State University.  Dave began his professional career with Caterpillar and Ford Motor Co., and in 1990, he linked up with J.D. Power & Associates to serve as a consultant, facilitator, and instructional designer. His experience led him to start automätik, a company Dave and his wife Kathy have grown from a two-person consultancy into a full-service Tier One international training and events firm with a mission to eradicate boring training from the face of the Earth. For nearly three decades, automätik has helped some of the most prestigious consumer brands in the world elevate their internal training and corporate events, including Toyota, Jaguar Land Rover, BMW/MINI, Sub-Zero and Wolf, and the Arizona Diamondbacks.
As the daughter of Dave and Kathy, Jayna Sweet has been around customer service her entire life. An actress and writer with experience as a barista, dog walker, call center representative, and communications designer, Jayna lives smack-in-the-middle of the two biggest generations – Millennial and Gen Z – and provides a truly unique perspective on customer service.

Learn More

Interested in learning more and purchasing the book? Check out The Satisfaction Formula’s website and come back next week to learn the importance of FACT FINDING!