"Experience Investigators" crane logo
Eager to get started? Call us at 312-676-1315.

Empowering Employees: Do Your Rules Beg to be Broken?

empowering employees

It’s important to have rules. There is no doubt about that.

In any organization, we need processes and rules to help establish what the expectations are. But having a list of rules without connecting them to a WHY is a recipe for disaster.

Give your people a mission with meaning.

Companies need a mission, but not a mission that hangs in a frame in the corporate headquarters and has 18 bullet points. If you already have a lengthy mission, then distill that to a few words for your customer experience mission. What experience do you want to deliver to your customers? This also ties back to how you want your employees to treat each other, your partners, vendors, and customers, too.

The challenge here is to use real language that matters. “To be the best…” means nothing. Corporate speak of “best in class” or “deliver value” doesn’t get you very far, either.

Our mission at Experience Investigators [360Connext] is:

To create fewer ruined days for customers.

We begin every staff meeting with it. We talk about it often. It’s easy to remember and grounds us when we need it.

The power of simplicity here works. And here’s why.

If your people only have rules and processes to follow, it’s easy for them to justify breaking those rules if they come up with their own “why.” Tying actions with a mission (and reinforcing it often) helps employees see the perceived mundane rule as something bigger. It’s about delivering on the mission. Everyone in your organization should be able to tie what they are doing to the mission.

Recently, a Harvard Business Review article highlighted a study regarding the risks of hiring “toxic” employees. I’m sure you know the type. They exhibit overconfidence, are self-centered, but are productive and rule-following. You read that right. They answered questions on an assessment with the answer: rules “should always be followed.”

Those very people have a 25% greater chance of being fired for actually breaking the rules. This was surprising. It’s not surprising to hear those cocky self-centered jerks are toxic, right? But productive? And rule-following?

Pleasing the boss isn’t a good reason to follow the rules. Eventually, those toxic employees are going to start breaking the rules. They will begin to see their own justifications, instead of understanding the connection to the mission.

empowering employees

The best employees, your superstars, will sometimes break the rules, too. They will break the rules because they feel empowered to do so to live the mission. They will make things right for customers or spend a bit more time getting to know them.

So it’s time to ask yourself a few questions.

  1. empowering employeesDo you have a mission? Does it make sense? Do your people actually know it and live it?
  2. Do you tie the rules and processes of your organization back to the mission often?
  3. Do your employees feel empowered to live the mission? Can they break a rule to make things right?

 

There is a saying that rules were made to be broken. Maybe that’s true, but you have to know why.


Images by BrentDPayne via Creative Commons license

About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR

Get Jeannie’s insights in your inbox each week by subscribing to The Weekly Win and follow her on LinkedIn, Instagram and YouTube.

Insights in Your Inbox

Subscribe to The Weekly Win and join thousands in our community receiving insider perspective from our Founder and Chief Experience Investigator, Jeannie Walters, CCXP.

10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

On-Demand Training