Is your front line prepared?

is your front line preparedThe street by my house was partially closed to traffic, requiring flaggers to safely direct traffic. No advance warning, just what appeared to be a weeks worth of utility work. While out walking my dog, I spoke with one of the flaggers. He was very friendly and happy to speak with me. The only issue was – no one told him what was going on. He didn’t know the length of the project, and could only guess based on what he saw. He probably received inquiries multiple times during the course of the day given the high traffic area.

Situations like this exist all over the place and your front line is the first window people have into your business. It’s a great opportunity to arm folks with useful information for customers, potential customers or folks that come into contact with your business. You know the difference when you have a great experience with a business versus one that leaves you left wondering. Is your front line prepared?

Posted in Customers, Leadership, Strategy.

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