Feedback advantage: Allow frontline staff to inform policies

Whoever denies feedback to the executive committee (EXCO) or CEO is an enemy to the business success. There must be swift information flow across the organization. Staff at the frontlines of the business are the number one champions of change. They interact with customers directly and know their pains, frustrations, and service offering that bring smiles to their faces. They receive instant feedback on a daily basis.

While at a Bank on 25th September 2019, I tried unsuccessfully to find a parking slot so that I could park and proceed to transact in the banking hall. All the free parking slots were blocked. You have visited a company as a client. You notice a free parking slot.

But it has a signpost in front “for staff only.” To make matters worse, the security guard on duty told it to me in the face, “The parking is for staff only. First wait for one of the customers to leave, and then you can have a slot.”

Can you imagine?

At my age and exposure, I know it is a waste of time to try to reason with a security guard that as a customer, I deserve priority when it comes to parking since I am the one who brings the money to allow the bosses the luxury of cars that need parking space. But I did not go there.

I just remained in the car waiting. There are times where you have to swallow your ego and just follow the instructions. These days the security guards have proved that they cannot be taken for granted. If you confront him, you could end up stopping bullets.

These people work hard and sometimes go on empty stomachs. So, the may take it personally when you try to reason them. I still need my life. I waited.

After about 10 minutes of waiting, I finally got a slot. I went directly to the manager and complained about their stupid directive. How do you torture your customers like that? Involve staff at the frontlines in policy formulation. I am sure, these security guards know the frustrations customers go through to find parking.

I know there are technology, mobile, and Internet banking. But some services still need someone to first visit the banking hall. And so, if space is available, let customers make use of it since they do not intend to sleep at the bank.

That would make life cool for all concerned.

Copyright Mustapha B Mugisa, 2019. All rights reserved.

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