Rothman Says Those Closest to Customer Should be Empowered

Published September 17, 2012
Categories: Industry News, Top Ten Stories

According to a story that appeared on NJBIZ.com, Irving H. Rothman, CEO of Hewlett-Packard Financial Services, said he’s built successful financial services firms around the idea that the employees who are closest to the customer should be empowered to make decisions to help their clients.

NJBIZ said Rothman spoke at a recent meeting held by the local chapter of Financial Executives International, where he signed copies of his book, “Out-Executing the Competition.”

To read the NJBIZ story click here.

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Drizzo

Wow, a real shocker here, empowering those who know best to make decisions. Other than monitoring pootential collusion (which I found non-existent in my tenure) this is the main way to conduct with and maintain your customers. It takes so much more to create relationships (not that you shouldn’t) and so little to lose them. Let your reps make you look good whenever you can.