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Intelligent Disobedience
Written by: Eric GarnerArticle Overview: If you've ever seen a guide dog working, you'll know why they're the best example of empowered working you can find. It's because they are trained to disobey intelligently. Find out more here.
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Intelligent Disobedience
I am sometimes asked to define the difference between old-style organisations that use control to get things done and new-style organisations that use empowerment.
And this week I discovered the answer: in empowered organisations, people can disobey and become heroes.
What prompted me to this conclusion was reading about how guide dogs for the blind are trained. If you've ever seen a guide dog working, you'll know how devoted they are to their owners and how well-trained they are.
However, on occasions, the guide dog will disobey, for example, when the owner believes it's OK to cross a road and the dog notices at the last moment an approaching speeding car. Then the dog knows that, whatever its training, its care and protection to its owner comes first and won't go.
Bruna Martinuzzi of Clarion Enterprises who gave me this insight calls this "intelligent disobedience".
In empowered organisations something similar happens when employees know that, whatever the rules and procedures say, sometimes you have to break the rules for the greater good.
Peter Grazier tells the story of going to his favourite baker's shop one day to buy something to eat.
His gaze fell on the most delicious-looking chocolate muffins and the shop assistant noticed too.
However, Peter was on a diet and, resisting temptation, ordered the healthier option of oatcakes instead.
His gaze, however, returned to the muffins so the shop assistant asked if he'd like some. Peter hesitated for a moment and then said, No.
He paid for his oatcakes, set off home and thought back to how delicious those muffins would have been.
When he got home, Peter opened his bag, took out the oatcakes, and found that the shop assistant had inserted a free muffin with them.
That's empowerment and creating a customer for life. Even if it's disobedience.
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Article Tags: customer care, customer service, empowerment
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