Given how incredibly unpredictable, illogical, and unknowledgeable some customers can be, relinquishing power to them may sound a little crazy. The fact is customers respond much better to a healthy imbalance between customer and employee, lopsided in the customer’s favor. Customers are not turned on by employees who treat them as unimportant or somehow inferior. Relinquishing power to customers simply means granting customers the leading role in your organization even though they may be less knowledgeable than your employees about products and services.
Think about your organization’s interactions with the people you deal with on a regular basis. Do you provide a service where your employees don’t see the need to turn on customers? The challenge is to teach them to abdicate a little of their “power” to make the experience more pleasant for customers. From Turn Your Customer On: 23 Ways to Motivate Employees and Make Customers Love You