Give good staff the authority to make a decision and tell them to use their common sense to improve customer satisfaction.
A young man working for a big boss made an expensive mistake his first week on the job. at the end of the week the young man cleaned out his desk and packed up his things lo leave.
The big boss asked, "And just what do you think you are doing now?" "I'm leaving," said the young man. "I made such an expensive mistake, surely you don't want me to come back here again next week."
"Are you kidding?" exclaimed the Big Boss. "I just spent a small fortune educating you. You'd better come back next week and show me what you learned."