Do You Believe Your Own Press?
January 23, 2009 • No comments
It has taken me a while to get this up, but I was pleased to have a WestJet employee email me in response to my questions about why and how WestJet staffers were empowered to respond to the ‘Christmas Weather Crisis of 2008’. Here is what the employee (not a company spokesperson, mind you) said:
“In answer to your question, at WestJet front line employees are empowered to spend money and waive fees to create positive guest experience. I think having every employee participate in profit share, and having over 90% of employees own shares helps keep this in balance. People are genuinely interested in making decisions that are best for the airline. The corporate motto is “we succeed because I care” and this is an example of it.”
I love it - employees who are ‘genuinely interested in making decisions that are best’ for their employer. Even empowering your staff to make financial decisions - indicating a strong level of trust, and a confidence in great hiring procedures - is almost revolutionary. My question now, is, how do I, as a small business owner, ingrain this thinking into our employees? As the owner of Graf-Martin Communications, do I believe that ‘we succeed because I care’? Do I live it out? Do I believe my own press?
Do you believe your own press? Do you believe your company’s mission? I’d love to hear about more examples of this attitude. When it is put into practice by those who excel in their work, I believe that it will set the apart companies that succeed in tough times.
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