Take the time to survey your staff, it's amazing what you'll uncover...

Recently. the distinct pleasure of spending a few days hanging out with a terrific team of agents, chatting them up about their likes and dislikes, came my way.  Thank you to Cheryl and Kathy for the opportunity, what a treat! These two ladies are total pro's and had prepped their team ahead of time beautifully.  And because I had nothing at all to do with their business the forum was so relaxed, it just oozed laid back.  Did we ever have fun!.  Engaging some really smart, diverse people with suggestions and ideas to spare in such a manner was a grand, eye opening adventure.  The fact the team had to be prepared to offer a solution to every problem posed was a stroke of brilliance that worked like a charm.  Brava, Cheryl and Kathy!    

Ten minutes into the first session, I was hooked.  Taking the time to sit down with your agents regularly, providing an open forum for idea sharing, problem solving and airing personnel grievances in a controlled environment just works, plain and simple.  And it works well.  Try it!  You'll be blown away by what your people have to say, what they love, could live without and ways to improve your center, your business, your company.   Bet you dollars to donuts you'll be most surprised by how much they love their jobs, take pride in your center, possess a sense of ownership and want to help your company, their company succeed.    

My only recommendations would be two fold.  Bring in a third party person who has no affiliation with your company to act as the guide.  They should do a little talking, some facilitating and a whole lot of listening.  Recording the sessions or taking photos of the white boarded ideas might be something to consider. Be sure to to provide your agents with some idea of what to expect, in advance, so they can come prepared.  Cheryl and Kathy sent out a terrific email to their team, I'd be happy to share it with you.  Most representatives have never experienced anything like this - an open forum where you're asking for their feedback?  Their honest to goodness, down and dirty thoughts on your center?   Scandalous!  Soup to nuts, the sessions should touch on it, address it, cover it and suggest it. ALL of it.  The unfamiilar will always freak some people out.  Don't let it.  Set some rules.  Something like,  for every complaint a suggestion on how to rectify or resolve has to be offered.  And kindness.  Kindness should be stressed,  thoughts must be presented with decorum and tact.  Make your mom proud with yoru manners. Try putting staff members together who don't often get to interact in their day-to-day.   After establishing your own set of  simple, basic guidelines, cut loose and have some fun.  Sit back and let the knowledge flow your way.   I guarantee you'll be amazed at what you uncover!  Talk about eye opening.  You're surrounded by a bunch of smarty pants, great people with even greater ideas. So just do it!  Bring on the agent survey sessions. 

Enjoy, Michelle 

Feel free to message me if I can help:   michelle.obrien@vitecinc.com

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