A few years ago I was conducting a customer service training program for a nationally known metropolitan airport. During the program, I facilitated a brainstorming discussion on the topic of how the airport could provide better service to the hundreds of thousands of customers it serviced each day. In the workshop, there were plumbers, electricians, janitorial staff, and all the people who heard first hand, on a daily basis, what the customers’ concerns were as they used all aspects of the airport .
Finally, one plumber, dressed in his blue uniform, who had been quiet throughout the entire workshop, raised his hand. He made the comment that he noticed how the new electronic parking lot information signs communicated which parking lots were full. He went on to ask, “wouldn’t it be better idea if these signs also communicated which parking lots were still open?” From the back of the room, one of the airport directors, jumped out of his chair, and shouted, “That is an absolutely fantastic idea and it will be implemented tomorrow!” The next day, true to his word, it was.
This is a brilliant example of how one employee can make a suggestion, and have it make a very positive and far reaching impact on the entire organization. There was an infinite amount of unnecessary frustration, wasted gasoline and traffic jams, that were virtually eliminated, because the leaders of that organization were wise enough to take the time to listen and take action.
How about your company? Where can you tap the gold mine of ideas and suggestions your managers and employees have? By allowing them to share their ideas for improving your organization with you, you could improve your company in a hurry. Using their ideas could unleash a synergy that can put your customers and clients first and grow your bottom line.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at csjobsBlog.com and view additional job postings at Nexxt
Finally, one plumber, dressed in his blue uniform, who had been quiet throughout the entire workshop, raised his hand. He made the comment that he noticed how the new electronic parking lot information signs communicated which parking lots were full. He went on to ask, “wouldn’t it be better idea if these signs also communicated which parking lots were still open?” From the back of the room, one of the airport directors, jumped out of his chair, and shouted, “That is an absolutely fantastic idea and it will be implemented tomorrow!” The next day, true to his word, it was.
This is a brilliant example of how one employee can make a suggestion, and have it make a very positive and far reaching impact on the entire organization. There was an infinite amount of unnecessary frustration, wasted gasoline and traffic jams, that were virtually eliminated, because the leaders of that organization were wise enough to take the time to listen and take action.
How about your company? Where can you tap the gold mine of ideas and suggestions your managers and employees have? By allowing them to share their ideas for improving your organization with you, you could improve your company in a hurry. Using their ideas could unleash a synergy that can put your customers and clients first and grow your bottom line.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at csjobsBlog.com and view additional job postings at Nexxt
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