Fixing It for the Customer is Decision Making

This is a tough issue for management or the owner, you must trust the frontline person to make good decisions. If you have brought them into the great game of business and they understand how you make money, they can make better decisions. This is not an issue of trusting them, your education on the business will make most of their decisions sound for the business while the customer wins.

Topics:

• Customer contact personnel understand how the company makes money
• There is a post-recovery discussions on the thought process for recovery
• Most situations do not require a financial response ​

Next Show/Chapter 19: The Personnel Gap