Tom Ridge: You have to empower people to make decisions independent of you. As I've learned, each person on a team is an extension of your leadership; if they feel empowered by you they will magnify your power to lead. I have worked in a customer-facing role for many years. The one thing that undermines true customer service focus is when employees are not empowered to focus on doing what is right for the customer. This is not my first rodeo. I completely understand that processes and procedures must be created and followed in order to ensure consistency in operations and the customer's experience. Having said that, leaders must loosen up a bit. Heather...
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