Involvement is the enfolding of an employee in the decisions as well as the work of the organization. Think about it. If two heads are better than one, what could happen if everyone who works for you focused their brain power on your biggest problem?
Involved employees willingly think beyond the rudimentary features of their jobs and take on the role of problem finder and solver. But involvement is a two-way tunnel. Employees who are encouraged to be part of a problem-finding, problem-solving, or new idea effort expect to have their ideas taken seriously. Any hint that an involvement effort is employee relations window dressing quickly kills commitment.
Empowerment is working with your people to enable them to perform beyond simple rules—to act intelligently, not out of habit, routine, or fear. Empowerment is neither a gift nor unlimited license. It is an act of development, a matter of helping employees feel an increased sense of control over their work, decisions, and environment in general.
“I’m sorry sir, I just follow orders” is the stock answer of an employee in a “don’t think, just follow the rules” organization. “Let me see what I can do about that” is the signature of empowered employees working on behalf of their customers.
Inspiration is the process of creating excitement, enthusiasm, and commitment to the customer and customer service. Inspiration does not require a manager or leader with a charismatic style or magnetic personality. However, it does take a manager who demonstrates through word and deed that great customer service is an obvious priority. To paraphrase humorist Will Rogers, “People learn from observation not from conversation.” Employees do not watch your mouth, they watch your moves. Make your moves in sync with a reverence for customers and a zeal to serve them well.