How Low Can Your Organization Go?

Helicopter rescue
What is the lowest level in the organization in which authority exists to make a decision to satisfy a customer? (Flickr)

Do you have permission rules in your organization?

What is the lowest level in the organization in which authority exists to make a decision to satisfy a customer?

I was in the restaurant business when I read about a company who gave a monthly "helicopter award" to a deserving team member. A desktop model helicopter was awarded to anyone who took courage to rescue a customer in distress.

Every employee was empowered, perhaps demanded, to solve any customer service issue without need for higher-up approval. Certainly, accountability was a key feature of the program. As a whole, the distribution of authority to help a customer increased the restaurant chain's customer satisfaction index and sales revenue.

The best demonstration of authority is the wisdom to drive it down the organization chart.

Distribute authority to think, create, solve, sell and satisfy.

Helicopters are better than lifeboats.

Dr. Steve Greene is the publisher and executive vice president of the media group at Charisma Media and executive producer of the Charisma Podcast Network. His book, Love Leads: The Spiritual Connection Between Your Relationships and Productivity, is now available.

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