One common theme shouts at me every time I work with large corporations being run by a Head Office or a Head Quarters.
They invariably have taken every bit of control (down to the tiniest detail) away from the frontline operatives.
The head office mentality is often along the lines of "we know best, we are the experts and we are in control".
Truth is, the experts are the ones at the business end of customer service, the workers often know more, and also are more astute at knowing what is needed in the business than many of the executives taking a wage at head office.
These office types at HQ should be as a support mechanism for the frontline staff, and running around looking after their needs to keep the customers happy, not the other way around.
So if you are one of these head office types, do your company a favour and turn it all upside down with HQ at the bottom and the customer service operatives at the top, being supported by everyone else. There is often the risk that Head Office becomes too detached from the core business and are too focused on spreadsheets and searching for their next bonus.
If you want growth and customer satisfaction, then customers should be the ones in control, not head office.
