Why is Make-It-Right Power important?
Nine times out of ten, a customer problem starts with a simple issue that can be solved in a matter of minutes. But most customer service policies and procedures have conditioned employees to go into “protect the company’s assets mode” as soon as the customer begins to state his or her problem.
We have either knowingly or unknowingly put our employees in defensive mode when a customer states a problem and the employee has not been given basic power to Make-It-Right. This defensive mode only serves to exacerbate the problem, which could have been just an average, simple problem, into a gigantic problem of mammoth proportions that could be the defining factor of whether the customer will be one for life or one who never returns again and tells everyone he knows of the horrible experience he had.
Customers want to know that employees will genuinely hear them out and empathize with them—but mostly, and above all, they want to see an instant solution to their problem. Make-It-Right Power delivers both the responsibility and the prescribed authority to the employees to transform a customer’s bad experience into a positive one, or in the best case scenario, one that can proactively hedge off the situation as a result of prescribed Make-It-Right Power before it even festers into a bad experience.
We’re not trying to do the impossible with the customer; we’re just allowing them to have as many problems as possible resolved with a minimum of pain and aggravation on both the customer and employee sides of the equation.
The following are steps to giving Frontline Employees Make-It-Right Power:
Spend some time (throughout the entire business day) with the Frontline Employees to understand how they currently solve customers’ problems.
Find out from the employees what would make it easier for them to solve these problems.
Record this gathered knowledge into a “best practice document.”
Establish Make-it-Right authority for every employee in the organization.
Define a policy and procedure around how to administer Make-It-Right Power. Keep it simple and fun!
Provide the necessary training.
It’s important to establish levels of authority with every employee so that they know what they are authorized to do when certain problems arise with customers. For example, if you’re a Frontline Employee, you may be empowered to solve a customer’s problem up to a prescribed dollar amount, with an in-store incentive, or a gift card, or whatever other mechanism may be in place.
As an organizational leader, you need to be clear if this empowerment is the same for all levels of the organization, or if it differs based on the position of the employee. It is not uncommon for a General Manager to be empowered to a greater degree than a Frontline Employee.
A clear set of guidelines needs to accompany Make-It-Right Power. Those instructions would include how the employees will administer the solutions to the customer’s problems, what documentation should be completed, and a check-and-balance system for the manager. It does not behoove us to come up with a robust empowerment tool without providing clear training to the employees who will need to administer it. Therefore, simple training should be administered that will discuss the rationale behind Make-It-Right Power, including its administration and its checks and balances.
Try enabling your Frontline Employees with Make-It-Right Power, and see what happens. If you implement Make-It-Right Power correctly, you will experience a level of gratitude and satisfaction from your employees, managers, and most importantly, customers, which you never even knew was possible.
For leadership coaching, professional development training, customer service training, customer service tips, college success tips, or to learn how to build a personal brand, how to improve customer service, or how to succeed in college, contact Michael D Brown, a premier leadership speaker, customer service speaker, and college motivational speaker at http://www.myfreshbrand.com, http://www.freshcustomerservice.com, or http://www.52collegesuccesstips.com.