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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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21

Removing the Barriers to Empowerment

Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.

—General George Patton, Jr.

A customer walked into a crowded fast-food restaurant and ordered a sandwich, small fries, and soft drink to go. Told there would be a short wait, he stepped aside while the counter clerk waited on others. By the time half a dozen customers had worked their way past him, he was losing patience. Fast food, eh?

Finally, his slow burn now beginning to fog nearby windows, his takeout order was ready. As he stepped to the counter, prepared to provide a little direct feedback on his service experience, he was met with his bag, a confident smile, and a surprise: “I’m very sorry ...

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