Fund Your "Remarkable" Company

"The single biggest problem in communication is the illusion that it has taken place."  

- George Bernard Shaw

The single best lead generator for our businesses are referrals or word of mouth. The key to more word of mouth is "remarkable" experiences (i.e. experiences with our company that are remarkable).

How much do you trust your people to do the right thing? After all, they are the ones that provide these remarkable experiences. We talk about it, but has it been communicated?

Seth Godin sent this recently:

"Consider giving every person on your team a budget - $1000 a year? $200 an incident? - and challenging them to spend the money to make things right, to create efficiency, to delight.

If the CFO freaks out, invite her to meet with each employee at the end of the year to hear how they chose to spend the money. A free part or service. Giving an unhappy customer a refund on the spot. Buying a subscription to an inexpensive web app that dramatically decreases customer service time...

At the Ritz-Carlton, every single employee (even the maintenance folks) has a budget of $2,000 per guest to make things right. On the spot, without asking.

Without a doubt, the guest is blown away by this rapid response. A caring person who, instead of saying, "I'll have to ask my supervisor," just makes it right. But even more important, I think, is the effect of trusting your people. You've already given them the keys to your brand, you've already made them the face of your organization - isn't it time to trust them enough to do the right thing?"

Do you have the right people, doing the right things , right? Can you say YES to all these?

Regards,  

Rick Wallace