Share CEO’s coaching from field visits with all frontline employees
When you have hundreds of retail stores spread geographically, it’s difficult for leadership to maintain a close connect with them. Even if the leader travels to 2-3 stores a week, any given store will get a visit may be once a year if lucky. And during such a long gap, it’s easy for frontline store employees to start wondering how much going the extra mile in their day to day job matters to the company.
The leadership of Airtel’s retail business wanted every store employee across India to know that what they do everyday matters deeply to the company. They also wanted to build world class frontline capabilities to deliver superior customer service and drive growth.
Their way to enable this was to hold Q&A with store employees and coach them on basics of customer service and relevant business processes whenever the CEO or any leader visited a store. They also wanted the leaders’ discussion with any store to be visible to all stores across India so that even if they can’t physically travel to all stores every day, their insights are seen by everyone every day. The team found a way through Workplace Live.
The CEO of retail business and other leaders now frequently post interactions with stores during their visits live on a Pan India Workplace group where they can be seen by everyone. Whenever possible, the CEO also finds time to do an informal ‘live’ sharing of learnings from the visit to a specific circle so that other circles can learn from each other’s best practices.
How to do it in your organisation in three simple steps
- Create an ‘Open’, ‘Teams & Projects’ type group with all relevant field employees in it. Keep the posting permissions to ‘Admins only’ and give admin rights to all leaders and only the required team members [Resources here]
- Get the CEO/Business-head to go live using just their mobile phone and share such interactions with everyone
- Invite feedback and comments from people on the live post to encourage a two-way dialogue
Bharti Airtel (“Airtel”) is a leading telecommunications services company with operations in 17 countries across South Asia and Africa. As on Mar 31, 2018, it was the largest mobile network operator in India and the third largest in the world and serves over 413 million subscribers across its operations.
Airtel’s retail business operates in 22 circles (geographies) in India through a network of owned and franchisee stores. More about Airtel here.