How much do you trust your people to do the right thing?
If something goes wrong in your business, does every decision to rectify it have to come through you?
What’s the costing you from a time and opportunity cost perspective?
At the Ritz-Carlton every employee has a budget of $2,000 per guest to make things right on the spot. Can you imagine how that would blow a guest away, to have things made right immediately rather than the standard “I’ll have to ask my supervisor”?
Consider empowering you people to do the right thing and see what happens.
When we want something, we are taught to visualise that thing, to focus on that image, until we have it.
There’s almost never a completely clean run.
Sometimes wonderful things take you by surprise, they open a new door.
Have you ever moved into a new house and seen something that needed fixing and thought “I’ll get on to that soon”?
Humans are tribal.
As humans we have an insatiable desire to explain untoward events so we can get on with solutions.
In any field, most of the rewards go to the top 5% of people.
I say please to Siri.
If a turkey were to assess the state of the world in early December, they would be forgiven for thinking all is well and that the farmer loves them.
We often compare today’s performance relative to yesterdays.