Manifesto_Book_210mm-V01

THOMAS SANDERSON - BRAND MANIFESTO
03
EMPOWERMENT
Remember our receptionist story? Well she
couldn’t have delivered this level of service
without knowing that she was empowered to do
so. Staff at the Ritz Carlton Hotels are allowed
to spend up to $2,000 without any manager
approval if it is to resolve a Guest’s complaint –
that’s empowerment. Thomas Sanderson has a
strong history in empowerment - our Designers
are already running their own businesses. We
can’t do that for everyone, nor can we spend
$2,000 on a problem, but we must make
sure the empowerment ethos is passed on to
everyone.
Empowerment is something we develop over
time. If you have been working in a factory for
20 years and you are told that tomorrow you
are running your own business – that’s not
empowerment, that’s getting fired!
To introduce empowerment managers and
supervisors must commit to less supervising and
directing. Those being managed must commit
to following all of the values of the business..
When we all buy into the vision, when everyone
believes that integrity and commitment
are important, then we’ll do better work, be
happier, more successful and will be rewarded
accordingly.
More importantly our customers benefit by
dealing with people who can answer their
questions quickly and confidently, who are
trusted and allowed to act on their own initiative
and common sense and get things done.
PAGE 20