The Power of $50 to Fix It: Empower Your Team to Solve Problems Fast, Build Trust, and Wow Customers

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Happy Sunday!

I hope you’re enjoying a well-earned moment of rest this weekend. Grab your favorite drink, find a comfortable spot, and take a deep breath—you’ve made it through another week. Today, I want to share a simple but powerful strategy that can transform the way your business handles customer service, strengthens company culture, and builds long-term loyalty.

But before we get into the newsletter, here are some treats for you…

• We had the honor to have internationally acclaimed speaker, bestselling author, and world record holder Chad Hymas as our guest on the Pay or Quit Podcast. He discusses how a life-altering event shaped his entire outlook and how he coaches leaders to overcome the impossible. Listen here or click the thumbnail below!

• If you’re a big fan of learning on YouTube, like I am, check out my channel @ShawnAustinJohnson 

A few years back, I read The Effortless Experience by Matthew Dixon, and it reshaped the way I thought about customer interactions. The book explains that every interaction a customer has with your business is, to some degree, a detractor from their life. People are busy. No one wants to take time out of their day to resolve an issue, ask for help, or fight for a fix that should be simple. That realization changed how I approach customer experience: delight isn’t enough to create raving fans—reducing effort is.

That’s where $50 to Fix It comes in. Although, I had used this strategy for years, Dan Martell is the first I had heard, coin the name “$50 to Fix it.” Whatever you name it, this strategy gives front-line employees the ability to resolve customer issues on the spot, up to $50, without needing approval. The dollar amount can increase for middle management and so on. The goal? Eliminate friction, create seamless experiences, and empower your team to make decisions that put the customer first.

Here’s how this simple policy can have a profound impact on your business:

1. Immediate Issue Resolution Leads to Happier Customers

There’s nothing more frustrating for a customer than being bounced around from person to person, waiting for approvals, or being told, “I need to check with my manager.” When problems arise—and they will—how quickly and easily they are resolved determines how the customer will feel about your business.

With $50 to Fix It, employees can immediately take action, whether that means refunding a meal that wasn’t up to standard, sending a replacement product, or covering the cost of a minor mistake. This small act of trust turns a potential detractor into a loyal advocate.

Actionable Step:

Take inventory of your most common customer complaints or issues. Ask yourself: Could these be solved on the spot with a small budget? If so, empower your team to handle them instantly.

2. Trusting Employees Builds a Stronger Culture

A business that micro-manages every decision creates a culture of hesitation and fear. Employees feel like they have no real authority, leading to disengagement and slow problem-solving. On the flip side, trusting employees to make customer-centric decisions empowers them to act like owners.

When you allow team members to take control of small but impactful issues, they feel valued and respected. This creates a culture of confidence, accountability, and proactive service rather than passive rule-following.

Actionable Step: