For managers and employees who understand the importance of going above and beyond, one of the most frustrating things to hear someone in the workplace say is, “That’s not my job.” This “not my job” attitude toward tasks that are outside of normal duties is a proven career killer, and will cause any business to suffer. To be successful in today’s competitive job market, employees must be flexible and adaptable, and be willing to take initiative in every assignment.   But to be completely effective, this "can-do" attitude must start at the top.

To entice motivated workers, executives and managers need to take an objective look at their corporate culture. Is it fostering autonomy, collaboration, and transparency throughout the company? Are employees empowered to take action and work through challenges? Studies show that employees in such an environment are more satisfied with their jobs. This leads to a better, more satisfying customer experience, because when staff members feel fulfilled and valued in their workplace, they will strive to meet the needs of the customers. In other words, empowered employees are happy employees, which translates to happy customers.  Let's look at some examples of top companies who empower their employees to respond quickly to customer needs:

THE WALT DISNEY COMPANY

Disney is a master of training their employees or “Cast Members” to know everything about the parks. Their goal is to make sure all Cast Members are “the right person” to talk to for any question or incident that may arise. It’s all part of the Disney experience. In fact, Walt Disney, himself, once said, “You can dream, create, design, and build the most wonderful place in the world … but it requires people to make the dream a reality.”  

Instead of first providing new Cast Members with the technical skills they will need to complete the tasks of their new roles, they are given Disney’s “Big Picture," their main purpose, which is to create happiness. Sharing their common purpose empowers each and every Cast Member right from the start to begin providing outstanding service to guests.

VIRGIN AIRLINES

The airline is constantly rated as one of passengers’ favorites, and a lot of that has to do with its customer experience. Employees are empowered to solve problems immediately and to make every customer’s journey memorable. Front-line employees have freedom to operate and solve customer problems within a wide outline established by managers.  

In his book, The Virgin Way: Everything I know About Leadership, Richard Branson writes, “One of the key elements of what has become known as 'the Virgin way' is giving our people the autonomy, freedom, support and a highly flexible (in everything except quality) brand image that gives them the tools to go out and make amazing things happen. It is this passion-fed formula that has allowed the Virgin Group to launch hundreds of new Virgin companies in scores of very diverse businesses and I have no doubt that it will continue to do so for many years to come.”

ZAPPOS

Zappos is a leader in customer experience for good reason. The company operates with a strong customer-first culture that encourages happiness and wants employees to feel free to be themselves. Their core value of the “Triangle of Accountability” gives all employees the freedom to do whatever they feel is right to help the customer. Instead of spewing policies, employees are encouraged to do things like offer free exchanges, send gifts to customers, or provide free expedited shipping. “We want every person and team at Zappos to have the minimal number of constraints that enable maximum freedom, but also maximum accountability.”

CHICK-FIL-A

Aside from its delicious chicken, Chick-Fil-A is also known for its exceptional customer service, and it starts by hiring and training the right people. The restaurant encourages employees to use “Second-Mile Service” and do little things to take the customer experience to the next level. From taking their lunch to their tables and picking up their trash, to asking customers if they would like a re-fill on their drink, it’s all about making sure the customer is their first priority.  

Founder Truett Cathy has stated, “Nearly every moment of every day we have the opportunity to give something to someone else—our time, our love, our resources. I have always found more joy in giving when I did not expect anything in return.” That positive treatment of its customer base, wherever they interact with the brand, goes a long way to support the family-friendly, values-centered store image of this fast food service chain.

LOFTON STAFFING & SECURITY

When it comes to servant-leadership, I would be remiss if I didn't include Lofton Staffing & Security Services. In 1979, founder Tommy Lofton left his HR position at a large chemical company to begin the journey of creating something special in the staffing industry. He envisioned a culture beyond the basic employment placement process.  He created a place where his staff felt empowered in the employment process, in serving others by filling a need, not just filling an open spot. “When we help others, we help ourselves” is more than a core belief, but a driving force that changes the way people feel when they leave Lofton.   

After 40 years in the staffing industry, Lofton’s core values are still a driving force in providing qualified employees and officers to our client partners. Lofton still answers the phones personally and are still committed to providing superior service to our clients and employees and it shows – in the longevity of our staff and the award-winning service we provide every single day. What we do matters! How people feel when they leave Lofton, and what our clients expect from us matters! We are better together and will continue to do what we do best – making a difference in people’s lives through employment.

About Lofton: Founded in 1979, Lofton Services offers clients the best of all worlds. We provide the responsive, personal service and flexibility of a small local firm while having the technology, resources, and infrastructure to deliver the benefits of the biggest players in our industry. Lofton Staffing can deliver the right people, with the right skills, right when you need them. Contact us today.