A blog about reputation, marketing and employee morale.

Empower your employees for a better reputation

Posted by Janet Smith on April 17, 2008

Yesterday, I wrote about my negative experience at Domino’s Pizza. Their unempowered, unengaged employee said he could sell me three pizzas for $15, but had to charge me $16 for two pizzas.

Contrast this with the policy of the Ritz-Carlton hotel chain, legendary for the extent to which they will go to satisfy customers.

Every non-management Ritz-Carlton employee—and we’re talking about the housekeeping staff, bellhops, everyone—is empowered to spend up to $2,000 to take care of a customer problem. Each employee can do what it takes to please a customer, and they don’t have to get approval from a manager to do it.

This remarkable level of employee empowerment is just one element of the Ritz’s unrivaled program that makes every worker feel they are an owner of the company. The Ritz has perfected a method of recruiting, training, development, coaching, and empowering that inspires every employee to be an ambassador for the organization.

Imagine how it must feel to know your employer trusts you enough to go the extra mile for a customer. And imagine how it must feel to know you might get in trouble if you give a pizza away.

If you don’t inspire your employees to be your ambassadors, the reputation of your organization will fall…like a line-up of dominos. But with empowered, engaged employees…you’ll be puttin’ on the ritz!

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