Q. How do you reinforce your
message?
In the form of meetings:
group meetings, staff meetings, leadership/management
meetings. It is communication
in different forms. Most of it
has to come in the form of
face to face. But some of it
can be collateral that we’ve
built, like when we go to the
customer and say, ‘Hey, look at
this great brochure and our
great services.’
But at the company level,
you can’t just create a brochure
and give it to folks here. It has
to be one on one so they feel
the message, and it has to be
continuous so they won’t forget about it.
Q. What are the keys to
making sure your communications are successful?
The short, one-word answer
to your question is ‘listening.’
First, hear out your clients to
hear what they really want.
Then, listen to your employees
to hear what they learn from
clients and also to find out what
they want from the organization
and understand their point of
view. They are the most important stakeholder in the success
of the organization: clients and
employees. Continuously listening to them is a better form of
successful communications
than continuously telling them.
Executing on what’s important is rather easy, but if you tell
people and they don’t execute
and they don’t understand, it
can be difficult.
Q. How do you get employees to understand and buy in
to the vision?
By developing a culture that
is focused on customer first
and providing a valuable product and service. Tell them,
‘You’ve got a truly valuable
product and service that customers value, and if you provide that service, we’re going
to be successful.’
The culture has to be customers come in first, and we
have to have valuable product
that customers would want. …
By developing a culture that is
customer-first, then additionally providing a valuable product
and service, the buy-in from
employees is rather easy.
HOW TO REACH: Broadcore Inc., (800) 942-4700 or www.broadcore.com
