Empowering the Front Lines

I had a dispute recently with my cable company. It’s one of the largest, most hated cable companies in the country. It’s also my only real option for a TV and Internet combo package. The dispute involved money and required a supervisors attention. I understood but was appalled to find out that it would take 72 hours to hear back. Five days later I was still waiting.

I called and was again given the run around. Finally I got a supervisor but he too would not listen. It took threatening cancellation for me to get someone just to listen to my problems and ask what sort of resolution I would like. That’s poor management. It’s also unfair to the front line people. They have to deal with the bulk of complaints and they are powerless. If you want people to love your business, empower the people at the front lines to make decisions.