Empowerment:. John Tschohl

      Hill built a bank with over 15,000 employees. At Commerce Bank they understood service recovery. He said, “Recovery is an art.” Hill sees errors as an opportunity to strengthen a customer relationship with immediate resolution through empowered team members and a “Satisfaction Guarantee” plan.

      He had built a power retailer. He sees himself as a retailer, not a banker. The same success he had in the United States will work in Britain. Metro Bank will be the most successful bank in London. It will achieve incredible financial results, because everywhere in the world customers love getting great service from empowered employees.

      Hill said, “Without customers, nobody has a job.” No CEO in the world better understands this message and walks the talk. Most CEOs send out a memo and wash their hands of customer service.

      Customer service is the only strategy you can implement anywhere in the world and your competition will not copy you. No one copied Commerce Bank in the United States and NO one will copy Metro Bank in London. Hill has a better grasp of the power of customer service and Empowerment than any CEO in the world and will once again prove that money falls from the skies when you implement the service strategy. More importantly, with the service strategy and Empowerment, you have at least a 10 year lead time over your competition.

      I’m not sure why CEOs don’t follow Hill’s lead. Maybe it’s just too much work, or the strategies are a bit too soft for them to deal with.