Empowerment isn't just a buzzword; it's a business tool that's stood the test of time to improve profits. Changing the mind-sets and capabilities of individual frontline managers can be the hardest part. Many managers see limits to how much they can accomplish; some also recognise the need to restructure their processes to free up time. But often, before the job of coaching can begin, companies must address more insidious mind-sets - such as a belief that employees can't learn or their negative attitudes toward customers. There is often a lack of confidence that frontline managers can influence performance.