Recently our design firm ordered a few light fixtures for a project from Unilight out of Montreal, Canada.  The project was under renovation so the fixtures needed to arrive before the contractor left to avoid extra charges.  Two bathroom sconces shipped, one lacked a back plate.

After contacting Unilight to get a back plate shipped, it took them ONE WEEK to ship us a plate that probably cost 50 cents.  The reason?  Our contact said that they had to meet about why a piece was not shipped (to figure out what went wrong in THEIR process) and she had to get a replacement plate approved.  From a business perspective, this does not fly.

In your business, you should empower your people to make something right for your clients.  What this requires from you is

1.  Trust in your team’s decision-making,

2.  The ability to not get mad if your people do something that you would not have done,

3.  Becoming comfortable enough to let your people solve a problem from start to finish without necessarily involving you.

In order to empower people to make things right, you have to trust their good judgment.  By punishing people for

making a decision, you are sending mixed messages.  If you feel more comfortable, set a limit of $100 or $200 cost before they have to check in with you or the team about the decision.  If it’s going to make a happier client to overnight the pillows that are already late so they will be there in time for a party, and it will cost you an extra $50, your team should feel like they can fulfill that without asking.  Furthermore, if you can get your team to a place where they do this without the client asking, you are exceeding expectations (but that’s for another post).

The last thing a client wants when she calls with a grievance that can be easily and quickly solved (such as a back plate shipped) is to hear that it will have to go before committee to make a decision.

Once the error on your part is made, and your client is made happy, then it is time to study your process and fix what went wrong.  That should never be your client’s problem or concern, and should never be a reason for delay on fixing her problem.

This is the BARE MINIMUM that your company should be doing.  We’ll talk more later about how further empowering your team can bring the WOW factor…think Zappos WOW.

Author: Alexandra Gibson

Alexandra is the CEO of Gibson Design Management and Managing Partner of interior design firm, Gibson Design Group. When she's not busy trying to build an empire, you can find Alexandra riding a horse, giving back to the community, playing with her Scottie, McCord, or drinking a martini (preferably not all four at once).

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Tags: Alexandra Gibson, Customer Service, empowering employees, Gibson Design Management, Human Resources, Interior Design, leadership, management, Montreal, Ritz Carlton, Unilight, WOW, Zappos