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