A system of business habits creates freedom. Every role in your organization should have its most important key activities designed as clear, convenient and rewarding habits. With the right business habits, your team doesn’t require your attention 24/7. Let me illustrate this with an example.
During one of our weekend trips, my wife-to-be and I were having breakfast at well-known breakfast bar. Besides delicious bowls, pastry and bread, they also have over 200 stores worldwide.
At the time, my wife was pregnant with our first child, so she asked if she could replace the soft-boiled egg with a fully cooked egg in the dish she wanted to order (for the safety of the baby). The waitress told us she needed to check if she could grant us the request.
First, she checked with the cook, then she asked her manager if this was ok and how to put the request in the register. After 15 minutes, she came back and told us politely that due to company policy she couldn't swap the eggs, but that we could still order an extra egg dish if we wanted (it was only 4 euros).
Now, with the right business habits, you can avoid all the inconveniences that pop up in the example above. If the company establishes a habit that empowers providing a great customer experience, the staff saves time and clients get a wonderful experience.
For example, give every staff member a daily budget of 10 euros to cater to unexpected requests and needs of clients, without needing prior approval.
▶️ The staff and manager will save time because they don't need to discuss every little request.
▶️ You empower staff members in making a difference for the clients.
▶️ You build a great brand reputation through satisfied customers.
It's a win-win-win.
Comments