Empowering employees creates the shared values that are critical for great service.
People who use a participative style demonstrate by example. While good, these demonstrations don’t necessarily translate into the shared values that assure great service.
When employees are empowered they see the results of their own decisions. They can then adopt or modify the behavior as they see fit.
It’s the difference between doing something themselves versus seeing something done and being expected to mimic the behavior.
