In Ancient Rome, after he built an arch, the engineer in charge was expected to stand beneath it as the scaffolding was removed. If the arch did not hold, he was the first to know! A great example of keeping ownership where it belongs!
In today’s business environment, when business owners keep lifting the weight off the shoulders of their staff, the staff never learns to build their own muscle. Here’s what I’m talking about. When your customers need attention, make sure your employees know how to take care of them. If your employees do not do this well, you are losing market share because customer care and customer service are your only sustainable competitive advantage. If your customers feel the love, they will stay with you. If they don’t, usually they will leave without telling you why. Read more