"I experienced something that I wish there was more of: the empowered employee. Empowered employees have the power to make decisions without a supervisor. They are entitled to go off script, bend the rules, do what they see fit if they believe it is the right thing to do for the customer. More than any other kind of employee, the empowered employee is able to create a feeling of true customer service that ultimately yields much greater customer loyalty."
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Simon Sinek - The Empowered Employee
That’s how Zappos operates, that’s also how SoundCloud operates. If it takes me a minute and a few bucks to satisfy a customer, I not only save my CEO time and money - I also made a customer a happy one.
Make sure to read Simon’s post, it’s short ‘n sweet.
