Clearing Timber
Wednesday, June 27th, 2007So you’ve heard me talk about my “Forest for the Trees” philosophy. In case you missed it, the “Forest for the Trees” philosophy happens when an owner, executive, manager, boss, chief, leader, supervisor or all purpose big cheese becomes so accustomed to their work environment that they don’t always see little things that could improve their organization. These little things can become like a pebble in your shoe, then another and another. Before long not only can you not make forward progress, you have to come to a stand still and clean up the situation before you can take that next step.
Sometimes it’s not even something the leader of the pack would know about without taking proactive steps to know what’s going on at all times.
There’s a condition that I call the “boss effect”. You have probably experienced this yourself either as an employee, employer or while patronizing a business.
Who hasn’t slacked off a little bit when the boss isn’t around? Who hasn’t had a staff member drop the ball from time to time? Who hasn’t been to a restaurant with inconsistency service? I would be willing to bet that in this case there is a pattern with which manager, if anyone at all, is on duty.
You can’t be expected to be at work every minute that the doors are open. You also can’t wire the place with cameras and microphones! Can you? No! Don’t do that unless it’s part of some other larger security necessity! Discuss that with your lawyer before you take the James Bond path!
So what do you do? You can have routine objective eyes and ears working on your behalf. Most organizations – profit and non-profit – have some interaction with individuals. Even business to business initiatives involve individual people on a team. Make it your business to always know what is happening with your business when you aren’t there. You will not be out of line if you ask a client to let you know if there is any area that you can improve. Make sure you do this tactfully and not in a way that makes it seem like you can’t trust your team. It won’t exactly exude confidence. If you ask the right way, the client will actually think more highly of you. Their opinion matters to you and that matters to them.
There’s also one of my very favorites - surveying customers. Have you ever thought about surveying your staff, too? If not, consider it! Look for an upcoming blog with detailed suggestions for surveying.
You can also have regular customer service training. Even if you are comfortable leading these sessions, bring in a professional from time to time to keep things fresh. Make sure that you attend the training, too. Good customer service is the responsibility of EVERY person on the staff. It is something that should never be ignored or overlooked.
As the head honcho, think of yourself as an executive lumber jack and keep the timber cleared.


