Eat. Drink.
Empowering employees is one of the most powerful things a manager or owner can do. It not only creates growth opportunities for the employee, but it also encourages leadership to delegate tasks and let things go. Employees want to be trusted and believed in.
The greatest managers understand this. They realize that if they empower their team and in turn teach this team how to communicate their successes and challenges in an honest, open dialogue, that both parties will flourish. These managers also realize that if their team is successful, they will also be successful.
Owners and managers, let it go. Learn to trust. Let your employees learn from their wins and mistakes and make decisions on their own. As you continue to let them grow, you will in turn allow yourself to work at the 35,000 foot level that gives you more freedom to make strategic decisions at the big picture level.
Inspire.
I am back in Puerto Vallarta. Last night I had a light dinner of sea bass ceviche complimented by a mineral water with a slice of cucumber. This allowed me a scoop of gelato on a sugar cone without guilt, right?
I walked to the local ice cream shop to pick my favorite flavor. I paid 40 pesos and happily walked out of the store. I strolled past a line of people waiting for dinner; I actually saw a few eyes looking at me longingly, wishing they were eating the gorgeous mint chocolate chip scoop rather than waiting for that tacos pastor they read about on Yelp. Poor souls. I took a lick and poof! my mint chocolate chip hit the sidewalk.
The entire scoop, in one fell swoop hit the ground, in front of all the pour souls. Avoiding all eye contact, I picked up the scoop with my napkin and turned to go back to the store to get it’s replacement. Good thing I was only two blocks away. And good thing the lady was really nice when I first ordered.
I planned on having to pay for a replacement scoop. But wouldn’t it be nice if she handed me a new cone and sent me on my way? I walked in and explained what happened. The shop employee just looked at me and didn’t know what to do. What a perfect moment for a customer-facing employee to feel empowered to make a decision. A customer service decision that can build loyalty and a develop repeat patron for life.
She took the original empty cone out of my hand, replaced it with a scoop of mint chocolate chip then charged me another 40 pesos. Same cone, new scoop. The ice cream didn’t taste as sweet. I think tomorrow night, I will try some mango sorbet at another shop around the corner.
