While this type of empowerment is certainly beneficial to delivering a good experience, there is a deeper and more impactful level of empowerment. That level of empowerment is giving your staff the confidence to be able to create their own success.
That's true empowerment. Just think about having that belief and the ability to control your own destiny. When your staff is that empowered... look out! They will find a way to be successful.
Here are four actions service selling leaders take to empower their staff:
Consistently connecting actions with results. Empowering leaders always reinforce what actions lead to what results. For example, some managers will tell staff they need to achieve a certain number of daily try-ons, "because that's the expectation." Empowering leaders always champion the idea that the more try-ons, the better the results, "So let's do at least x number of try-ons today."
2. They give each employee a balanced perspective. Focusing only on what an employee does well is easier for a manager, but it's not empowering. "Empower" means to make someone stronger. We make people stronger when we help them improve. People can only improve if they are aware of what they need to improve in. Hence, we empower when we focus on what people can do better as well as what they already do well.
3. Teach - Observe - Coach - Repeat! Empowering leaders know they always need to be teaching their staff the small details that create a more engaging and productive service selling experience, and then help them execute it by observing and coaching them.
4. Focus on solutions, not problems. There are two types of staff. The ones that focus on why they're not achieving the results they want, and the staff that is always looking for what else they can do to exceed their goals. The difference between the two staff is their leader. One is empowering, and one is not.
So let me ask, how empowering are you as an EveryDay Coach and Leader?
How to leverage this article
Discuss with your leadership team the different ways you empower the staff. Remember, "empower" as in giving confidence and the ability to control their own results. Additionally, talk about the ways your team, as leaders, can be even more empowering.
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About Doug Fleener
Doug Fleener, a proven business and customer service experience expert, helps companies achieve performance that exceeds customer and employee expectations resulting in more sales, profits, and customers.
Learn more about our services at Sixth Star Consulting, or call Doug at 844-861-7803 to discuss how he can help you achieve higher levels of performance and results. Learn about Doug's keynotes and workshops at DougFleener.com. Sample a Sixth Star University online training program at SixthStarU.com.