Sep 22, 2011

4 Roadblocks on the Road to Small Business Empowerment

Note: This is a guest post by John Tschohl, the “Guru of Customer Service.” He’s a best-selling author who has been instructing and motivating managers and CEOs for almost 40 years. We’re honored to have him on our blog.

4 Roadblocks on the Road to Small Business EmpowermentImagine a business strategy so powerful it will create loyal customers who will drive a business – and its revenues – to great heights.

That strategy is empowerment, or allowing employees to make a decision on the spot in favor of the customer.

There are two problems with this: First, CEO’s think their employees are empowered, but the reality is they are afraid to make even the smallest decisions. Second, there is a lack of support from most employers on the topic of empowerment.

90% of all empowered decisions will cost a company less than $50, and more importantly it turns frustrated customers into happy ones, bringing them back time after time. As simple as it sounds, there are four roadblocks that must be removed in order to develop a truly empowered workforce.

Eliminate these four roadblocks and you’ll have an empowered team that will drive your business and crush your competition. Empowered employees will also save your business tens of thousands of dollars over the course of the year, because customer problems will not have to progress up the chain of command in order to be solved. When customer service decisions are made on the front line, management is freed up to address big-picture issues.

About the Author
4 Roadblocks on the Road to Small Business EmpowermentJohn Tschohl is a customer service strategist, has been instructing and motivating employees, managers, supervisors and company CEO’s for 39 years. He’s called the “Guru of Customer Service” by USA Today, TIME and Entrepreneur magazines. He is a best-selling author of Empowerment: A Way of Life, and president of Service Quality Institute, the global leader in customer service training and development. For more information, visit or Follow him on Twitter at @johntschohl

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