I believe in the Power of Empowerment

In my book, Empowerment, a Way of Life, I stated, “I believe that any company is only as good as its least empowered employee!”  I wanted employees to believe in themselves.  I wanted CEOs and executives to develop a truly empowered workforce.  I wanted empowered companies to get out there and crush their competition.  I still do!

The world economy is shifting.  No longer can the modern workforce expect security and comfort in positions that ask them only to come to work every day, keep their heads down, follow orders and avoid risks.  The days of punching the clock and avoiding superiors is over.

I have seen companies spending a fortune on advertising weekly to bring customers into their stores and the next week they are spending again.  Most of them, except for a few such as Apple, Metro Bank, Starbucks etc., are simply following each other to mediocrity.

Today, individuals and their talents are most in demand from consumers.  It’s evident in all the top companies such as Apple, Metro Bank, Starbucks etc.  They listen to their employees.  They give their employees the “power” to turn any situation into a great customer experience.  Go to any of their locations and you will know what I am talking about.  Every single employee at an Apple store is enlightened about the product and technology.  Every single employee is empowered to make you look smart, take your problem and minimize it, have you walk out of the store knowing that your problem is taken care of and your questions are answered.   

Thinking differently is what it’s all about.  Each person, from the CEO to the employee in the warehouse  is critical to improving not only their lives but others’ lives as well.

More happy customers are the result of more empowered employees and managers. Being able to make decisions on their own and feel trusted enough to find a solution, help customers get their issues fixed quicker and more genuinely is what it takes to set the individual and the company apart. When they have the power, empowered employees will do whatever they can to keep the customer happy.

I love what Sam Walton, founder of Wal-Mart said, “There is only one boss: The customer.  And he can fire anybody in the company from the chairman on down, simply by spending his money somewhere else.”

Empowerment, it’s a game changer!