By their nature, business operations are always evolving and in a state of flux. With the pandemic causing significant changes to working practices along with an AI revolution, have we begun to lose our way? Attention-grabbing headlines are becoming commonplace:
Britain ‘plunged back into 1970s’ amid record slump in customer satisfaction – The Daily Telegraph
Poor customer service costs UK firms billions – so why can’t they get it right? – The Guardian
The pandemic acted as the stimulus for the most rapid business evolution experienced; overnight, businesses had to adapt at an unprecedented pace to survive. The ability to work remotely went from being isolated to a few industries to a commonplace practice virtually overnight. While there were initial teething pains, the rapid adjustment made by many companies was successful and provided a lifeline for businesses, colleagues, and customers alike during troubled times.
After three years, it appears progress has stalled, customer expectations have increased, and general satisfaction is at rock bottom. Is it time to go back and remind ourselves of the basics?
As businesses gradually return to the office in a “hybrid” capacity, new routines and ways of working are being tested again and have to become established. At the same time, the capabilities of AI are becoming more credible and will continue to evolve at a significant pace. These key factors provide the ideal opportunity to press reset and focus on the fundamental basics that make any operation a huge SUCCESS.
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Purpose – Everyone in a business needs to be aligned with why the business exists and its mission, along with knowing how their role complements this. Never lose sight of the fact that if a business does not have customers, it is unlikely to have employees.
The Team – Every role within a business needs people to support its customers. Whether you are the CEO of the business or a frontline colleague, for success, everyone needs to support each other to create a strong and enthusiastic team.
The workplace where a team operates is also a critical component. Remote working, office-based working, and hybrid working each require a unique approach to be successful. Creating a structured framework for how your teams should work and collaborate should not be overlooked.
Tools and Technology – It is essential that operations are equipped with the right tools and technology. While having great and enthused colleagues is paramount, they also need to have the right tools for the job. Using technology in the right way can decrease operating costs and increase colleague and customer satisfaction, creating a more enjoyable experience for all.
Reporting and Planning – A fundamental for any well-run operation – clear and digestible information should be available to all colleagues; this fosters a transparent ethos, allowing team members to contribute and understand how their collective output is fulfilling their purpose. Do not underestimate the power of robust and clear planning, this provides a sense of direction and confidence for colleagues, which is reflected in their interactions with customers.
Customers – Put simply, they are the most important asset to any business; without them, a business won’t exist. Creating enjoyable and efficient interactions with customers is not difficult as long as you have the basics right.
For example, ensure your phone lines do not have persistently long wait times; when they do, make sure you apologise. Ensure that digital interactions are accessible, efficient and do not create frustration. Where there are wait times, set appropriate expectations (it is easier now than when a customer has become frustrated). Most importantly, make sure your tone of voice is positive and empathetic, as this goes a long way to diffuse any frustrations should you not achieve them the first time around.
In conclusion, now is a great time to step back and evaluate whether you have the basic foundations in place. This includes providing proper training and resources to your employees, as well as creating a positive work environment that fosters collaboration and growth. By investing in these foundational elements, you can ensure that your team is equipped to handle any challenges or frustrations that may arise, ultimately leading to greater success in achieving your business’s mission.
If you would like an independent “Back to Basics” evaluation of your operation, Pro-Sourcing is able to undertake a cost-effective assessment that will provide bespoke recommendations and guidance on how to achieve great things.
