Nine times out of 10, a customer problem starts with a simple issue that can be solved in a matter of minutes. These issues can make the difference between one-time customers and loyal patrons. Front-line employees typically encounter and discover customer problems and should therefore be equipped and enabled to instantly resolve them.
This is what I call "make-it-right power." It makes the front-line experience run more smoothly and efficiently for both customers and front-line employees. To incorporate this into your small business, you need to engage front-line employees to ensure it is valuable and effective.
Here are some ways to give front-line employees make-it-right power:
Spend some time with the front-line employees to understand how they currently solve customers’ problems.
Find out from the employees what would make it easier for them solve these problems.
Record this gathered knowledge into a best practices document.
Establish make-it-right authority for every employee in the organization.
Define a policy and procedure around how to administer make-it-right power.
Provide the necessary training.
Once a front-line employee has make-it-right power, he or she will be able to quickly and efficiently solve customers’ problems. This is a simple step that will improve customer loyalty and improve your bottom line.
Michael D. Brown
Customer Service Consultant
Author of Fresh Customer Service
Want to improve the way you run your business? Entrepreneurs, academics, and consultants from diverse industries offer practical advice on a variety of topics each business day.
To submit a tip for consideration, first check our archive of previous tips to make sure you're not repeating a tip someone has already contributed. Then send the tip to Small Business channel contributor Michelle Dammon Loyalka. Because of the volume of material she receives, she may not respond to each individual.