Heroism on the front line begins with empowerment

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In Issue 004 (click here to read it), we talked about the fact that being heroic sometimes means breaking the rules. I had a chance to experience that first-hand this week during a business trip to the East Coast.

If ever there was an industry with the daily opportunity to be heroic (or un-heroic), it's the travel industry. On Monday, my client meetings in D.C. wrapped up early and I decided to try and catch a flight up to New York a day ahead of schedule. I called our travel agent who checked into flight availability and told me how to get my ticket changed at the airport. She explained that even though this leg of the flight was being operated by US Airways, I would need to check in with the original ticketing airline...Northwest. I hopped into my rental car to head to the airport, and received quick and friendly service from Enterprise (they shook my hand, looked me in the eye and said thank you for my business. Wow! How often does that happen anymore?).

So far, so good.

Once at the airport though, my luck changed. I went to the Northwest ticket counter, and despite my explanation and the travel agent's explicit directions, they told me I had to go to US Airways to have the ticket changed. By bus, at the opposite end of the terminal.

Woohoo, another line! FInally, it was my turn to be helped. I explained my situation to "Sue," the US Airways agent. As she pulled information up on her screen, I could see her smile fade to a frown as she said...you guessed it...I had to go back to Northwest.

I explained that Northwest said they couldn't help me...that's why I was standing at HER counter. Sue consulted "Bob," her supervisor, showing him the screen and explaining the situation. While bracing myself for the inevitable "our rules don't allow us to help you" I was sure was coming, Bob said:

"Well, Sue, I know this isn't our normal procedure, but we have a customer standing here who needs our help, so let's figure out how to help her."

I'm not sure who was more stunned, me or Sue. Sue started to tell Bob about rules and procedures, but Bob just smiled and said he was sure she could find a way to make it happen. I almost fainted!

Once Sue realized Bob was serious, and was giving her permission to bend the rules, her attitude completely changed. She went out of her way to help me, even going so far as figure out a way that would result in the least cost to me. In the end I was thrilled, and I'm pretty sure Sue felt like a hero. The real hero, though, was Bob...who believed a happy customer was more important than sticking to the rules.

If you want your frontline staff...the people who interact with your customers or members on a daily basis...to be heroic, give them the power to do so. You'll be empowering the actions that eventually become the legends which are told about your company.

Do you have a "rule breaking" story...good or bad? Share it with us! Just click here, or on the "Share Your Story" link at the top of the page.

Lisa and the Creative Abandon team

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