This might be something as simple as a product or service which isn’t available, so customers end up being disappointed. Perhaps it’s a particular customer who has special requirements, who might need some specialist treatment or VIP attention. Or it could be something completely out of your team’s control, such as roadworks or severe weather, but that impacts customers.
Whatever the reason, your team need to be in the know. What’s happening and what you’re doing to add value for customers, or offering to minimise any negative impact. No one in your team wants to look unprepared or be caught unawares.
So just how do your team members get kept abreast of what’s happening day to day in your business which can have an impact on them and your customers?
In our haste to get on with the day ahead it’s tempting to rely on notice boards of email. But there’s a problem with this… they are limited to one way, and no opportunity to question or clarify. You lose the ability to judge people’s reactions, or even know for sure it has been read.
A simple 10 minute “Buzz Briefing” at the start of each day or shift plugs this gap.
As the name suggests it’s your opportunity to create a buzz for the shift or day ahead.
It’s your chance to update everyone on anything that affects that day’s operation. Plus, it’s your opportunity to get feedback from your team on things that need attention, to answer their questions, or listen to their ideas.
So, even on your busiest mornings make sure these briefings still happen – it’s generally on the days that are your busiest that things go wrong, and in many businesses it’s on your busiest days when you have the best opportunities for increasing sales.
If you only do one thing. Next time you have an important message to share with the team gather everyone round and deliver the message in person rather than sending a blanket email. Notice what happens when you deliver the message in person and encourage a two way dialogue.
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