The '_______' empowerment routine is described as a new trick for a lot of us old fire officer dogs.

• A. Take charge
• B. Lead by example
• C. Plan first
• D. Just do it

Answer: (D)

Empowerment in this context means giving frontline staff the authority and confidence to act to help customers without waiting for every detail to be approved. The phrase “Just do it” fits best because it captures taking immediate, practical action to resolve a situation, trusting your training and guidelines to guide you, and owning the outcome. It signals a mindset of proactive service—act to fix the problem now rather than delaying while planning or seeking permission.

The other ideas lean more toward leadership styles or cautious approach: taking charge focuses on directing others, leading by example emphasizes modeling behavior, and planning first highlights delaying action for more preparation. In a customer-service routine, the empowerment message is about enabling quick, responsible action that improves the customer experience, within the bounds of policy and safety.