People feel good when you want and value their opinions. So, ask your team what they think needs to be changed. Be specific. What suggestions do they have that could improve your process, save you money, make you money, etc.?
Every week I sit down with my employees and ask them what is working, and maybe even more important, what is not. It is their opportunity to share, vent and suggest. We look at all areas, technology, processes, etc. And the most important area that we look at is what is working – or not – for our customers. Did we hear about a problem that has a permanent solution? Are there proactive and preventative measures to assure it doesn’t happen again? What can we catch before the customer calls us? The bottom line, is there something we can do to enhance the customer experience?
Keep in mind that asking your employees for their ideas isn’t enough. Don’t ask if you aren’t going to listen and take action on their ideas. Their fulfillment of sharing their ideas, and what will get them to share even more, is dependent on your feedback and what you plan to do as a result of their suggestions.
Shep Hyken is a professional speaker and New York Times and Wall Street Journal bestselling business author who works with companies who want to develop loyal relationships with their customers and employees. For information on Shep’s speaking programs, books, and learning programs please contact (314) 692-2200. Email: firstname.lastname@example.org – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).