WHY EMPOWERMENT FAILS — AND HOW TO FIX IT

-- by Jamey Lutz

In too many organizations, the people at the top have all the authority and none of the information, while people on the front line have all the information and none of the authority.— David Marquet, Retired U.S. Navy Captain

In my work with businesses across all service-driven industries, one theme consistently emerges: empowerment without alignment leads to chaos, and alignment without empowerment leads to inertia.

David Marquet’s Leader-Leader model, in stark contrast to the traditional Leader-Follower one, offers a powerful antidote. It’s not just a leadership philosophy—it’s a proven, practical framework built on the idea that everyone can (and should) be a leader, not just those positioned at the top of the org chart.

The Leader-Leader Flywheel

The introductory quote above captures the core dysfunction Marquete observed and detailed in his groundbreaking book, Turn the Ship Around. His solution? Reunite authority and information by creating a leadership system where clarity, control, and competence continuously reinforce one another.

Building on Marquete’s work, I’ve extended his intent-based leadership model into a visual flywheel designed to help teams operationalize empowerment in daily practice.

LEADER-LEADER FLYWHEEL

• Clarity: Everyone understands the mission, values, and strategic intent

• Control: Decision-making authority is pushed to those closest to the action

• Competence: People are equipped with the skills, resources, and confidence to lead

As each element strengthens, it fuels the next—creating a self-reinforcing cycle of trust and initiative.

This isn’t a static model—it’s rhythmic. When clarity increases, control becomes safer. When control expands, competence grows. And as competence deepens, clarity becomes more actionable. The result? A culture where leadership is distributed, adaptive, and deeply aligned.

Examples of the Leader-Leader Model in the Wild

Ritz-Carlton: Empowerment with Guardrails

Ritz-Carlton’s legendary $2,000 empowerment policy allows any employee—from housekeeping to concierge—to spend up to $2,000 per guest, per incident, to resolve a service issue or create a memorable moment. No manager approval required.

This isn’t just about budget—it’s about belief. Ritz-Carlton trains its people thoroughly (competence), aligns them around brand values and service standards (clarity), and then gives them the authority to act (control). The result? A flywheel of trust that turns ordinary interactions into extraordinary experiences.

And here’s the kicker: most employees rarely use the full amount, fully embracing both the freedom and responsibility that comes with a leader/owner mindset.

Nordstrom: The Tires That Shaped a Brand

At a Nordstrom store in Fairbanks, Alaska, a customer once rolled in a pair of used tires and asked for a refund—insisting he’d bought them at that location. The twist? Nordstrom doesn’t sell tires. But decades earlier, it had acquired a store that did.

Instead of turning the customer away, associate Craig Trounce called a tire dealer to estimate their value, refunded the customer, and took the tires—all without hesitation or escalation. That moment became a symbol of Nordstrom’s service ethos: trust the frontline to do what’s right.

Today, a tire hangs in Nordstrom’s flagship store as a reminder of that story—and the ripple effect of empowered decision-making.

Why It Matters

Leadership isn’t just operational or transactional—it’s emotional. People feel the difference when teams are empowered, confident, and aligned. The flywheel helps leaders:

• Diagnose where empowerment is breaking down

• Design training and communication strategies that build trust

• Visualize the invisible forces behind great culture

Whether you're leading a small team or shaping strategy at scale, the Leader-Leader Flywheel offers a roadmap for turning authority into authenticity.

Ready to Lead Differently?

If you’re looking to bring these principles to life inside your organization—through training, visual storytelling, or strategic consulting—I’d love to collaborate.

Whether it’s a leadership offsite, a branded toolkit, or a culture transformation initiative, I specialize in turning insight into action and frameworks into experiences.

📩 Let’s connect: Jamey@JameyLutz.com🔗

🔗 Or explore more thought leadership at www.JameyLutz.com