For the employee, the goal is to have full access to necessary information and as much independent decision-making ability as possible. For the entrepreneur, the goal is to grant as much information and independent decision-making ability to employees or contractors as possible.
Customer service is often the epitome of empowerment failure, and a personal example from BrainQUICKEN illustrates just how serious but easily solved the problem can be.
In 2002, I had outsourced customer service for order tracking and returns but still handled product-related questions myself. The result? I received more than 200 e-mail per day, spending all hours between 9–5 responding to them, and the volume was growing at a rate of more than 10% per week! I had to cancel advertising and limit shipments, as additional customer service would have been the final nail in the coffin. It wasn’t
The clincher? The bulk of the e-mail that landed in my inbox was not product-related at all but requests from the outsourced customer service reps seeking permission for different actions:
The customer claims he didn’t receive the shipment. What should we do?
The customer had a bottle held at customs. Can we reship to a U.S. address?
The customer needs the product for a competition in two days. Can we ship overnight, and if so, how much should we charge?
It was endless. Hundreds upon hundreds of different situations made it impractical to write a manual, and I didn’t have the time or experience to do so regardless.
Fortunately, someone did have the experience: the outsourced reps themselves. I sent one single e-mail to all the supervisors that immediately turned 200 e-mail per day into fewer than 20 e-mail per week:
Hi All,
I would like to establish a new policy for my account that overrides all others.
Keep the customer happy. If it is a problem that takes less than $100 to fix, use your judgment and fix it yourself.
This is official written permission and a request to fix all problems that cost under $100 without contacting me. I am no longer your customer; my customers are your customer. Don’t ask me for permission. Do what you think is right, and we’ll make adjustments as we go along.
Thank you,
Tim
Upon close analysis, it became clear that more than 90% of the issues that prompted e-mail could be resolved for less than $20. I reviewed the financial results of their independent decision-making on a weekly basis for four weeks, then a monthly basis, and then on a quarterly basis.
It’s amazing how someone’s IQ seems to double as soon as you give them responsibility and indicate that you trust them. The first month cost perhaps $200 more than if I had been micromanaging. In the meantime, I saved more than 100 hours of my own time per month, customers received faster service, returns dropped to less than 3% (the industry average is 10–15%), and outsourcers spent less time on my account, all of which resulted in rapid growth, higher profit margins, and happier people on all sides.
People are smarter than you think. Give them a chance to prove themselves.
If you are a micromanaged employee, have a heart-to-heart with your boss and explain that you want to be more productive and interrupt him or her less. “I hate that I have to interrupt you so much and pull you away from more important things I know you have on your plate. I was doing some reading and had some thoughts on how I might be more productive. Do you have a second?”
Before this conversation, develop a number of “rules” like the previous example that would allow you to work more autonomously with less approval-seeking. The boss can review the outcome of your decisions on a daily or weekly basis in the initial stages. Suggest a one-week trial and end with “I’d like to try it. Does that sound like something we could try for a week?” or my personal favorite, “Is that reasonable?” It’s hard for people to label things unreasonable.
Realize that bosses are supervisors, not slave masters. Establish yourself as a consistent challenger of the status quo and most people will learn to avoid challenging you, particularly if it is in the interest of higher per-hour productivity.
If you are a micromanaging entrepreneur, realize that even if you can do something better than the rest of the world, it doesn’t mean that’s what you should be doing if it’s part of the minutiae. Empower others to act without interrupting you.
SET THE RULES in your favor: Limit access to your time, force people to define their requests before spending time with them, and batch routine menial tasks to prevent postponement of more important projects. Do not let people interrupt you. Find your focus and you’ll find your lifestyle.
The bottom line is that you only have the rights you fight for.
In the next section, Automation, we’ll see how the New Rich create management-free money and eliminate the largest remaining obstacle of all: themselves.
Q&A: QUESTIONS AND ACTIONS
People think it must be fun to be a super genius, but they don’t realize how hard it is to put up with all the idiots in the world.
—CALVIN, from Calvin and Hobbes
Blaming idiots for interruptions is like blaming clowns for scaring children—they can’t help it. It’s their nature. Then again, I had (who am I kidding—and have), on occasion, been known to create interruptions out of thin air. If you’re anything like me, that makes us both occasional idiots. Learn to recognize and fight the interruption impulse.
This is infinitely easier when you have a set of rules, responses, and routines to follow. It is your job to prevent yourself and others from letting the unnecessary and unimportant prevent the start-to-finish completion of the important.
This chapter differs from the previous in that the necessary actions, due to the inclusion of examples and templates, have been presented throughout from start to finish. This Q & A will thus be a summary rather than a repetition. The devil is in the details, so be sure to reread this chapter for the specifics.
The 50,000-foot review is as follows:
1. Create systems to limit your availability via e-mail and phone and deflect inappropriate contact.
Get the autoresponse and voicemail script in place now, and master the various methods of evasion. Replace the habit of “How are you?” with “How can I help you?” Get specific and remember—no stories. Focus on immediate actions. Set and practice interruption-killing policies.
Avoid meetings whenever possible:
Use e-mail instead of face-to-face meetings to solve problems.
Beg-off going (this can be accomplished through the Puppy Dog Close).
If meetings are unavoidable, keep the following in mind:
Go in with a clear set of objectives.
Set an end time or leave early.
2. Batch activities to limit setup cost and provide more time for dreamline milestones.
What can I routinize by batching? That is, what tasks (whether laundry, groceries, mail, payments, or sales reporting, for example) can I allot to a specific time each day, week, month, quarter, or year so that I don’t squander time repeating them more often than is absolutely necessary?
3. Set or request autonomous rules and guidelines with occasional review of results.
Eliminate the decision bottleneck for all things that are nonfatal if misperformed. If an employee, believe in
