Teachers as Problem Solvers

09/28/2012

Good communication is as stimulating as black coffee and just as hard to sleep after.
Anne Morrow Lindbergh

"If employees feel they have real power to address problems when they see them and they're given necessary tools to take action, they're more likely to make customers a focus and integral part of their routine. What's more, they'll probably be happier, more productive, and more valuable workers," observes Anna Field, in her article, "Customer-Focused Leadership," in Harvard Management Update.

Research has found that "workers are most fulfilled when they have the authority to solve problems for customers. Employee satisfaction drives loyalty, which in turn drives productivity.... Productivity drives value, value drives customer satisfaction, customer satisfaction drives customer loyalty and, ultimately, customer loyalty drives growth."

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