Control gets you compliance, not real performance. Teaching frontline staff to use judgment builds confidence they show customers, who then engage more freely. Empowerment creates a cycle where everyone wins.
Here's the reality. Control creates nothing more than compliance. Let me say it again. Control creates nothing more than compliance. But when we teach our team judgment, real judgment, all the way down to that frontline person, that creates confidence. And when a customer comes in and senses the confidence, The customer has greater confidence, and when they're asked those questions, the customer feels more comfortable giving that information to that person.
