The customer does not see your handoffs

If I have to approve every little thing, I can't really expect someone else to take care of the customer.

They can have all the notes and know exactly what was promised. But if they still have to come back to me before making a routine change, I've left them stuck.

At Coqui Coqui, my work in customer experience covered the website through to booking and check-in. Part of that was making sure a conversation could continue as different people got involved.

Take a booking change as an example. Say it's been agreed over the phone. When the guest arrives, the person at the desk can see the agreement, but can't act on it without getting approval again.

I'd want to understand why we need to approve that again. Maybe the request changed, or there's a limit the person taking the booking didn't know about. That's worth checking. But if it's the same routine change we've already agreed to, another approval just leaves the guest waiting.

Some decisions do need a manager. I'd want the person helping the guest to bring that manager in, rather than send the guest off to find someone who can help.

So I'd look at the requests that keep coming back to me. If I'm approving the same routine change each time, I'd rather work out with the team when they can make that decision without me.