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Digg it UP - Empowerment Makes Dollars and Sense
The Bay Area in San Francisco is the central point of San Francisco's skyline and its business district. It is an outstanding sight with a unique architectural style that symbolizes the ultimate location, tenant coziness, great services as well as excellent materials and finishes. The Bay Area has many signature buildings in the landscape that offer gr
Empowering the delivery person gives the customer what he or she wants and is best for the company, too. Imagine the administrative costs of processing a refund claim, bringing a product back to the warehouse, restocking the shelf, adjusting the inventory, etc. All that effort
When hiring managers describe a salary and benefits package to you, they have one main objective in mind: To get the best possible talent for the least possible expense. They're not going to volunteer the fact that they can go higher in salary or negotiate concessions in your benefits package. So, if you're in the midst of a job change and salary ne
Brendan sent this example:
‘I use an internet grocery delivery in London called Ocado. I’m impressed with this company for the design of their website, the friendliness of the delivery staff, commitment to a one-hour delivery window and much more! Everything is designed for what the customer wants, not what is easy for the company. They get a lot of repeat business from me and my friends.
‘Recently, Ocado substituted an item, a standard practice when something I order is not available. I did not notice the substitution at the time of delivery (although Ocado usually makes it clear when they have done this).
‘When the next delivery arrived, I asked to return the item (worth 5 pounds) for a refund. The delivery person immediately took 5 pounds off my bill and then said, “You know what, you can keep the item anyway.”
‘The driver didn’t have to call anyone else to ask if he could do this, he just did it. Terrific! The company empowers him and trusts him to look after their customers right at the doorstep. Ocado will earn those 5 pounds from me many times over.’
Empowering the delivery person gives the customer what he or she wants and is best for the company, too. Imagine the administrative costs of processing a refund claim, bringing a product back to the warehouse, restocking the shelf, adjusting the inventory, etc. All that effort
Everybody talks about innovation but not many firms can “walk the talk” and turn a creative idea into something of value. According to the Harvard Business Review only 1 in 10 new product introductions succeed in the market.But what makes the difference between success and failure? If we knew the answer we could use innovation to drive faster gr
‘Recently, Ocado substituted an item, a standard practice when something I order is not available. I did not notice the substitution at the time of delivery (although Ocado usually makes it clear when they have done this).
‘When the next delivery arrived, I asked to return the item (worth 5 pounds) for a refund. The delivery person immediately took 5 pounds off my bill and then said, “You know what, you can keep the item anyway.”
‘The driver didn’t have to call anyone else to ask if he could do this, he just did it. Terrific! The company empowers him and trusts him to look after their customers right at the doorstep. Ocado will earn those 5 pounds from me many times over.’
Empowering the delivery person gives the customer what he or she wants and is best for the company, too. Imagine the administrative costs of processing a refund claim, bringing a product back to the warehouse, restocking the shelf, adjusting the inventory, etc. All that effort
If you are in the business of shipping products, shipping damage is a very real problem. It occurs constantly and even has to be figured into your shipping budget. It would seem a shame that the big three shipping carriers (UPS, Federal Express and DHL) would have the damage solution under control. Sadly they do not. The problem really resides in p
‘Recently, Ocado substituted an item, a standard practice when something I order is not available. I did not notice the substitution at the time of delivery (although Ocado usually makes it clear when they have done this).
‘When the next delivery arrived, I asked to return the item (worth 5 pounds) for a refund. The delivery person immediately took 5 pounds off my bill and then said, “You know what, you can keep the item anyway.”
‘The driver didn’t have to call anyone else to ask if he could do this, he just did it. Terrific! The company empowers him and trusts him to look after their customers right at the doorstep. Ocado will earn those 5 pounds from me many times over.’
Empowering the delivery person gives the customer what he or she wants and is best for the company, too. Imagine the administrative costs of processing a refund claim, bringing a product back to the warehouse, restocking the shelf, adjusting the inventory, etc. All that effort
Niche Products List is the gateway to your online success. In today's online world you must lead your niche product field in order to dominate the market and be in control of your own destiny. Now that may sound basic in nature but when you have a niche product, you have already narrowed your marketing and it's up to you to do your homework to be the b
‘The driver didn’t have to call anyone else to ask if he could do this, he just did it. Terrific! The company empowers him and trusts him to look after their customers right at the doorstep. Ocado will earn those 5 pounds from me many times over.’
Empowering the delivery person gives the customer what he or she wants and is best for the company, too. Imagine the administrative costs of processing a refund claim, bringing a product back to the warehouse, restocking the shelf, adjusting the inventory, etc. All that effort
Encouraging prompt payment is at the heart of good cashflow management. Conversely, late payments by your customers can make your business vulnerable as you risk getting into financial difficulties.So how do you encourage prompt payment by your customers? Read our top tips below for some practical ideas.Although of course you cannot guara
Empowering the delivery person gives the customer what he or she wants and is best for the company, too. Imagine the administrative costs of processing a refund claim, bringing a product back to the warehouse, restocking the shelf, adjusting the inventory, etc. All that effort for an item of such low value! Yet that’s exactly what most grocery stores around the world would do.
Grocery is a low-margin business. The best, fastest and most intelligent thing to do is what the driver did: turn a low-value item into a high-value customer moment.
Key Learning Point
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Empowerment works for your customers, your staff and your organization. Customers get what they need done quickly and done right. The staff becomes more positive and professional. Your organization earns a reputation (and loyal customers) no amount of advertising can buy.
Action Steps
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Ask your frontline staff what they cannot do for customers without first getting a manager’s approval. Now ask yourself what you might gain if staff could act immediately. If there are credit risks or financial limits involved, set them high enough to be worth the time and effort your administrative procedures will require. Otherwise, let your service team do what’s right – right away.
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