20- Make it clear how and through which channels employees may communicate inside and outside the business.

Make it clear how and through which channels employees may communicate inside and outside the business

Strangely, many business problems concern matters that seem obvious and clear. They seem so obvious that we pass over them as unimportant, and problems arise precisely there.

Example: the phone rings. An employee picks it up and answers the customer. The customer requests a change to their order. The employee who answered begins discussing it and assures the customer that the request will be carried out!

See how easily that happens!

So where is the problem, and how should it have been handled?

A- Employees authorized to contact people outside the organization must be identified. Nobody else is permitted to communicate or negotiate with the customer.

Note that this does not include taking a message.

B- Authorized individuals must also be identified in contracts and cooperation with outside parties. In other words, who is permitted to speak to us on behalf of the customer or external supplier?

Not every person connected with the customer is entitled to negotiate with you or change the order, even if they are the customer's partner, spouse, child or have any other relationship with them.

In traditional trading, this person was called the "counterparty." If someone else commented on the transaction, the immediate reply would be: "You are not my counterparty!"

Of course, the same point can be expressed more politely and less offensively.

C- Specify which forms of communication are permitted: telephone, text message, email, written communication, and so on.

You might handle simple messages and follow-ups by telephone, but changes to orders affecting delivery dates, product or service specifications, or prices may need to be documented in writing.

 

A similar approach applies to internal communication.

For each individual, this means identifying:

-What reports?
-To whom?
- Through which channels?
- At what times?

They must provide.

In other words, the purpose is to ensure that information circulates correctly within the business and is used properly.

 

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