For companies to thrive in the 21st century, they must be able to adapt to the demands of the digital age. Part of that evolutionary…
Frontline employees are some of the most important people in your organization. These frontline workers perform the difficult tasks needed to keep operations running smoothly, all with a smile on their face. But all too often frontline workers get overlooked in the broader corporate communication strategy. Failure to properly integrate your frontline employees into the rest of the company can be a big mistake in the long run.
Here are five reasons why you should listen to your frontline employees.
It might seem obvious, but shouldn’t basic human decency be enough of a reason to listen? Your mobile workforce wants to have their voices heard. And employees who feel included in the broader organization are much more likely to be engaged and become advocates for your company, which is important because…
Your frontline employees are the face of your company. They're your customers' first impression of what your company represents. Customers can easily spot when an employee is unhappy, and this can negatively impact your brand. Customers want to see people at work who love their jobs. People who love the company they work for, and people who are genuinely eager to help them.
Because frontline employees are the face of your company, they're usually the first to know what your customers need. They interact with customers on a regular basis, and they see what others in the organization don’t. For instance, in a restaurant the manager rarely gets to see the true feelings of the diners. Meanwhile, the servers and bussers see everything. They know what dishes are preferred, what is left on the plate, how customers felt about their experience, and whether or not they would come back.
Beyond just knowing what your customers want, frontline employees actually know your customers. This Harvard Business Review article suggests that traditional research is actually does very little to understand customers because customers don’t always say what they think, don’t always know what they want, and more often than not, the wrong questions are being asked.
Your frontline employees see how your customers interact with your product or service, so they are much better sources of information than traditional research.
Listening to frontline employees through an organizational and operational communications platform like Beekeeper helps break down a company’s hierarchy. When employees know they're being heard, they are more willing to speak up.
When companies communicate effectively, managers are able to understand both employees and customers better, and executives are able to take that information and use it to create positive change within the organization.
1 Hotels, a Brooklyn-based hospitality company, does just this. Using Beekeeper, they hold "Morning Rallies" and regular, company-wide town hall meetings within the app to stay connected.
Now that you know that listening to frontline employees is important, it’s time to make sure you’re doing it with the very best team communication tools.
Poor communication can seriously affect your frontline employees' morale and job performance. That’s why a team app like Beekeeper is so important. Beekeeper helps you stay connected with all levels of the organization, ensuring everyone’s voice is heard.