Have you ever been to a meeting and you talk about the people who aren’t in the room?
And there’ll be good reasons why these people you talk about aren’t in the room. It’s not convenient, they’re located in another branch, they may not be in the Executive team or they may be the customer.
If you ever want to understand your customers more, stop and remember the frontline people. These people are usually forgotten, their role is usually not deemed as an important one, they tend to be the last people who get briefed on any new activity or campaign.
The front line people are usually the receptionist or the customer service team. Imagine inviting some of your superstars to your next meeting. They hold a container worth of insight, feedback and dare I say innovative ideas from working alongside the customer. They are they ones who help and listen to what your customers are saying day in and day out.
Sadly, the only time these frontline people are listened to is when they have an annual review or monthly if they’re fortunate.
If you don’t have a way of engaging and capturing these gems in your organisation, come up with a simple internal platform that encourages them to do so. Being listened to is a universal need. It’s what comes out of the listening that will surprise you!
How are you harnessing the talent within your organisation?