It Doesn’t Just Help them Grow, It Helps Your Organization Grow!

I have a vivid memory of being with my mom at the grocery store when I was little, waiting forever for a cashier to get permission from their manager to let us use a coupon. While we were waiting my mom said, ‘the cashier doesn’t have any authority. It’s been taken away from them.’

I was reminded of this recently after several similar interactions at my bank (now former bank!), in which the bank staff had no authority to solve the problem I had. 

In all of these interactions, we the customers are frustrated and so are the staff. And the managers end up being hounded by staff who need answers. 

What would it look like to empower these staff to have more decision-making power over routine decisions? How would that change their confidence and commitment to the work and how would that change the customers’ opinion of their work? And how would that change the managers’ workload, if they’re able to free themselves from micromanaging decisions so that they can focus on the unique work they alone can do? 

Contact us below to share your thoughts!