Trust and discretion

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.