Out of the Crisis.Org

[Louis Altazan]

Several years ago I wished to install an irrigation system. A client recommended a small local business from which to purchase the parts. I was amazed at the inventory of the small store and quickly had everything I needed. I left the store very satisfied.

After installing the system the timer assembly would not. Now late in the afternoon, I headed back to the store. I arrived a little after closing. Disappointed, I started to leave when one of the store’s employees drove up. “Hi Mr. Altazan, did you need something?” I see you are closed and had a problem with the timer I bought, I’ll come back on Monday. “No way, let me get you another one.”

He unlocked the store, gave me a replacement and apologized for the problem. WOW, this was not even the guy that had waited on me. He had been down the street, getting a hair cut and noticed me in the lot as he drove by. This could be just another warm and fuzzy story of very good service but to me there is a much larger point.

I was told that every employee has keys to the store and authority to act in any way necessary to solve a client’s problem. I was astounded! The owner has enough trust and faith in his staff to grant them this kind of authority. The staff is confident enough to act in the client’s best interest without fear of being “second guessed.” This to me is a hugely powerful concept. Why wasn’t I doing the same thing?

I have since bought several things from this company and referred many people to them. In my opinion the most valuable thing I received was their concept of client service. I have since implemented the same concept in my own company and with very good results. Every employee has the authority to issue credit, open the store after hours, authorize overtime as needed and charge parts to the company accounts.

Over the years I have seen no abuse of the system. What I have seen, is a number of times when they have “saved the day.” In my opinion, any decision an employee might make to save a client is a good one. The rest is merely establishing a culture of trust.

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Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA