Competion in Business
In todays business world it is critical to achieve that edge over the competition to attract more customers. One of the most efficient and excellent ways to acquire the leading edge over the competition is to empower the employees that work and run the company. The employee is the most basic part of the company and will have the most direct contact with all of the companys customers. If the customer is not happy or satisfied then it will not be of any importance what the company offers. There are several different ways to achieve the empowering of the employees. Judgment calls, incentives and rewards, and technology are amongst some of the great ways to get the customer and employee relationship above and beyond satisfaction.
Judgment calls are a critical part of all businesses and provide one of the more lucrative ways for customers to enjoy the company product. To provide your employees through judgment calls is as simple as allowing the employee to some leniency when it comes to correcting a customer complaint. Mcdonalds does a great job of allowing their employees with an allowance of judgment by allowing them the opportunity to directly deal with a customer complaint through refunds or simply making the incorrect burger correct. When a customer comes to a Mcdonalds employee with an order that was made incorrectly and has an angry attitude, the employee has the discretion to either refund or correct the order of no inconvenience to the customer. The employee is also encouraged to provide a free dessert to help atone for the customers inconvenience on an individual basis. By allowing the employees, and encouraging them, to make the judgment calls Mcdonalds allows the customers to leave satisfied and gives the employees a sense of self worth, which will both in turn lead to the company bringing in further customers and profit.