Your Frontline Workers

Group of People Looking Downwards to the Camera

Sometimes we are too fast to make an important decision. Decision making is a process. It takes time to get it right. It takes a group of dedicated people to make the right decision.

If you want to make the right decision, make sure you have what you need to get it right. Don’t rush into it. Include your people, from your junior staff to your executive staff. You don’t have all the answer. Your executives don’t have all the answers to the problem at hand. If you don’t know what to do, ask your frontline workers, the people who understand your customers better than your executives.

If you want to know what is going on in your business, ask your frontline workers.”

Frontline workers have something to teach us. When we are making decisions, whether small or big, we are quick to look at those with fancy job titles. Fancy titles are not equal to great solutions. Don’t forget your frontline workers. They are the people you should always turn to. They are easily overlooked. They are easily ignored. Please, don’t ignore these people. They have the key to what you are looking for. If you want to know what is going on in your business, ask your frontline workers. They are closer to your customers than you. Your frontline workers are closer to your suppliers, to your most valuable customer, to other frontline workers than you. They have a lot to reveal to you. You cannot win them over if they don’t trust you. Make sure you earn their trust, and they will help you make the right decision by providing you with the information you are looking for.

Listen to them. Listen to what they are saying. They have something important to tell you. Don’t rush into making decision without the right information. It is not about the right answer, but how you arrived at your right answers that matter. The process is important. You need to get the process right if you are to get the answer right. If you get the process wrong, the answer will be wrong. Focus on the process, the right answer will come.