I asked some people for invitations to an event, in exchange for services & online branding. The response from the person delegated to do PR activities for the event – you’ll have to wait for a week, we’ll hold a management meeting, and I’ll present the situation to them.
What’s the purpose of this person in the company? Why don’t they make some software to gather voice commands, record them, and have them discussed in the meeting?
If the PR manager for an event can’t decide a PR package, and each single situation must be discussed at the top level, why did they hire that person?
If the skills required are “but she must interpret what you say!”, you could get a 18-year-old person, no experience, very low salary, and just have a simple conversation, get the data, and present it in a meeting.
Also, since when a group meeting is the best place to decide such a thing? To me, this is clearly the situation in which a single person must decide.
At the Ritz-Carlton, every single employee (even the maintenance folks) has a budget of $2,000 per guest to make things right. On the spot, without asking.
Without a doubt, the guest is blown away by this rapid response. A caring person who, instead of saying, “I’ll have to ask my supervisor,” just makes it right. But even more important, I think, is the effect of trusting your people. You’ve already given them the keys to your brand, you’ve already made them the face of your organization—isn’t it time to trust them enough to do the right thing?