Mine the Mind of Your Frontline Employees for Hidden Treasures
Ignoring your frontline employees can be a costly mistake you can’t afford to make.
In the early 2000s, a tech employee at Amazon had an idea that changed the company’s direction forever. The idea was the genesis of Amazon Prime.
It became the cornerstone of the company’s success. In 2022, the idea generated 200 million prime members with a revenue of $35.22 billion. And the numbers continue to grow.
Our company’s frontline is often an untapped gold mine. When given the opportunity, it can save or make the company millions or billions.
When I was a young man, I worked as a doorman at an upscale hotel in Atlanta. The glass doors of the entrance were so clear that people kept walking into them.
As a doorman, I saw people bumping their heads every single week. It puzzled me.
“Are those people blind?” I thought.
Then one day, I figured out the problem. And the solution was simple. We needed to put decals on the doors.
I told my manager about it. Nothing happened. I even told his manager about it. He said. “It’s a great idea.” Six months later, no decals. Meanwhile, people continue to bump into the glass doors.
One day, the unthinkable happened.
A well-dressed lady smashed her face and shattered the glass door. She injured her lips, forehead and broke a front tooth. Blood gushed out.
The next day, there were decals on all doors. Yes, that fast.
The consequences?
A big lawsuit and a significant payout. I have no idea what the final amount was. But according to the rumors, it was over a million dollars.
What’s worth noting in the story is the high cost of not paying attention and listening to the frontline. Here are a few reminders to mind your frontline:
5 Strategies to Unlock the Hidden Potential of Your Employees
- Encourage Idea Sharing: If given the opportunity, people want to contribute. They want to share their ideas. Ask for their feedback and listen.
- Put In Place Suggestion Boxes: Some people don’t like to share in public. Suggestion boxes in different locations within the company might be best. Make sure the people with the least access to the C-suite can see those boxes as well. It’s a simple thing to do. But the payoff can be enormous. Note: Suggestion iPads, laptops, or surveys might be your choice. Either way, make them accessible to the frontline.
- Gamify the Ask: Offer incentives for the first, second or third winner. There’s something psychological about winning. For some reason, people love to win even if it’s something they don’t even need or want. If it’s possible, assign points to the ideas.
- Take Action: It can be frustrating to share solicited ideas that are not implemented. Take some kind action to show the employees that you were listening and value their input. Even a thank-you note should be good enough. Of course, not all the ideas will amount to something. But, one day, your Amazon Prime could be one of those ideas.
- Recognize Them In Public: Saying thank you is one thing. But saying it in public takes the appreciation to a whole new level. It’s not only gratifying for the person involved, but can also be a motivator for others to share their ideas. Celebrating them in public will boost morale and encourage a culture of innovation.
Who knows? Your next billion-dollar idea might currently be in the mind of a frontline employee.
Let’s hear from you. How are you leveraging the collective genius of your frontline?
