One of the best ways for a business to build value is to
build value with their staff. How you treat your staff is a model of how you
expect them to treat your customers.
Staff meetings typically have a bad reputation for being non-productive and
time-wasters. Staff meetings can be a great way to improve office
communication and improve customer satisfaction.
Here are several pointers to help keep employees focused
on customer satisfaction:
--Punctuality. All meetings start and end on time.
Respect everyone’s time.
--No interruptions at staff meetings. Incoming phone calls should be forwarded
to your voice mail or to another person in the company. This includes cell
phones! It’s incredibly disrespectful to be more focused on your cell phone
than those present in the room.
--No titles or privileges at meetings. At an effective staff meeting, everyone
is equal. Each meeting has a designated leader and the job rotates. The leader
is responsible for creating an atmosphere of openness and frankness.
--No hanging back and no monopolizing. Participation is not optional and
people who tend to talk too should be encouraged to listen.
--Always have a written agenda. This gives the meeting focus and helps the
staff track the problems they are trying to solve.
--Talk openly about issues. Elicit the thoughts and feelings of every staff
member. Every person is valued.
--No defensiveness permitted. Employees are not permitted to be attacking or
self-protective. This effort is supported by not allowing a meeting to
degenerate into a complaint session.
--Support the facilitator. Employees support the facilitator by following the
meeting rules and being respectful of all in attendance.
--Leadership training. Offer opportunities and encourage employees to broaden
their skills. If you’re tired of always being the one in charge, then
delegate that responsibility. Being a mentor is a powerful demonstration of a
quality leader.
--Emphasize strong communication skills. Encourage everyone to speak and write
clearly.
--Encourage humor. Use humor to offset the intensity of staff meetings.
