Make it Easy for Employees to be Heard
All of this valuable insight is for naught, however, if your employees fear repercussions for sharing bad experiences. They will never give constructive feedback on ways you can improve if they fear retribution. Similarly, if they don’t see their suggestions ever being implemented, they will stop sharing as well. To combat this, you must create an open system that is easy to use, offers support for the employees, and acknowledges those who speak up.
To do this, invite them from the get-go to share experiences that went well, or problems they see in how they are required to handle certain aspects of the customer experience.
One way to create an open share policy is to hang a large flow-chart of the processes and policies in the breakroom, or some other place only employees will see. Make it dry-erase safe, or keep a stack of sticky notes next to the chart, and allow employees to place suggestions over policies or procedures they would change or improve. Have other employees to initial next to ones they agree with. Hold a “town hall” meeting and discuss these suggestions. If a certain suggestion has become prominent and it’s decided a significant change should be made, invite the employee who offered the idea to meet with the decision-makers to give the best detail and insight into the changes they would make.
When it’s not practical or feasible to implement a suggestion or improvement, be transparent with your employees so they don’t assume they were overlooked or ignored. Explain to them why their suggestion couldn’t be put into action at that time, or at all. Discuss other options or how employees can better navigate the circumstances as they combat the problem.