Remember the suggestion box? In our office we had a simple, wooden box where you could drop in an idea. An easy way of getting feedback from the team. The concept is timeless … in fact, if you’re NOT talking to your front-line people you’re missing out on valuable insights.
They can deliver you a daily read on the market and direct feedback from customers. Which in turn empowers both your team and customers, to help guide your success.
According to BusinessDirectory.com “a team becomes more than just a collection of people when a strong sense of mutual commitment creates synergy, thus generating performance greater than the sum of the performance of its individual members”
So picture this…your representative is talking to your customers all day, every day. They get some interesting info. that could be effective in making a positive change to the business for the customer. But there’s no mechanism to communicate this insight … no one’s listening, so they just sit on it.
They get frustrated, so does the customer, the relationship breaks down, and your team member moves on to a new job. Their new company embraces team involvement in every aspect of the business, including a system for managing insights from the front-line.
So now the representative gathers feedback, passes it on, and gets to talk to other team members who are also collecting info. And they all get the opportunity to brainstorm a solution together.
Before you know it, you have staff bragging about their workplace, and people knocking down your doors to work for you. In turn, you’ll be able to engage more with your team, and identify skills that can be tapped and lead to promotion.
So not only are you improving your customer experience, but your staff turnover has also reduced. As managers, we have to stop feeling threatened by those coming up under us. Embrace their fresh thinking and ideas, and you’ll be seen as the winner in the end!
The good news is that technology has come a long way since the wooden box in the staffroom. It is so simple to implement, and really engage with your people. Of course we would recommend Cliizii, given we’ve designed it to manage the whole process. But whatever you decide to use, just don’t forget your #1 most important resource…your TEAM!