Micromanaging Sucks, So Knock It Off
How many times have you gone online to check out a business, only to find a scathing review? (Ech, that girl was clueless. She couldn't help me at all!) I bet it has happened more than once. What were your thoughts about that business? Did you immediately look for someone else? Did you delve deeper? Did you use them anyway?
All valid questions. Now I want to ask you about ownership. You may be the owner of a business, or a manager. You are sitting there at your computer reading this article and I have a question for you. Do you give ownership to every person in your company? I am not talking about tacit ownership, but instead the "feeling" of ownership?
When a customer or client has an issue, whether it be a simple problem or a complex one, how does your staff respond? A customer says, "I have this widget and it is broken. I bought it here." Maybe it's a service and the client says, "This isn't what I wanted. Fix it."
How does your employee respond? An employee that feels like an employee answers the question like this: Let me get someone and they'll figure it out. An employee that feels ownership says: I understand you're upset. I am going to work with you to fix the problem from start to finish. Now let me...
The first example brushes the customer off to another person, usually a manager or owner, to come in and "handle" the situation. As a customer, many times, this continues to put YOUR customer or client on edge. The second example immediately diffuses the situation and tells your customer that they are in good hands. Good hands get things done.Continued on the next page