"The difference between "Here and There" is "Here and Hear."
~ Jason Saetrum
Companies spend tens-of-thousands and millions of dollars on making their companies successful and to imbue that mindset into their employees. They setup financial incentive programs, leadership training, hands-on exercises, labs, reading material, self-help tools, computer and web-based training modules, mentors, teams, better and better knowledge bases, competitions, prizes, and awards.
Try setting up "Solution Teams." An incentive that allows high-performing, front-line employees the privilege to devise and present ideas on how to improve company products, services, and processes. This is not a full-time position because the cutting-edge thoughts come from being in the "trenches." Employees are allowed time away from their duties to develop ideas and solutions that would make the customers happier. It is these high-performing employees that are striving and successful at making customers satisfied. You want to clone their solutions and abilities.
In the technology industry, ideas such as the Restore CD, placing labels in easier to find places, color-coding the connecting components on the back of the PC, product setup posters, and etc. came from such teams as these. These solutions have cut down calls to companies, reduced returns, and sped-up the resolution to problems.
Companies need to empower their employees with knowledge and trust and delegate responsibility and accountability. Then quickly follow-up with genuine acknowledgment and praise. Only then will they see the true effectiveness of their company initiatives and incentives.
~ Jason Saetrum
