Taking Ownership
24 Jun 2004 in Best Practices, Customer Relationship, Etiquette, Leadership by GarrickClients, customers, collegues don’t care why there’s a problem. They just want it fixed and to move on. To do that, each person approached with a client issue needs to take ownership of problem and feel they have the authority to deliver a satisfactory solution quickly.
Take this Ritz Carlton experience for example:
At exactly 7:00 p.m. I returned. I was there, but dinner wasn’t. At 7:11 I called Gloria…she immediately apologized and said a rush would be placed on my order. At 7:22 there was a knock at the door….”Mr. Blackman, Gloria and I once again apologize that your dinner has arrived late. Tonight, your meal is compliments of the Ritz.”
Gloria didn’t need to check with her manager - the Ritz trusts each and every employee to solve their guests issues effectively. All organizations need to trust their employees to take this level of ownership.
Add a Comment
Related Entries
- We Are All Silos
- Who Listens If Everyones Podcasting?
- A Per Post Ad Experiment - Now Taking Your Money
- Taking Your State Out of the Running
- Local-Ownership Arguments Loco
