Now, this isn’t a technical question, but I’ve gotten it more times than I can count.
Each month, for about two hours, every single person in our organization gathers in our conference room for our All-Company meeting.
Let me make this very clear: we pull our on-site engineers. We pull our remote support team. We pull our receptionist and our Client Service Executives. We pull our CEO, our managers, and, well, I’m there too.
Naturally, we have to alert our clients when these meetings take place in case they try to call in for support. This has gotten me a lot of raised eyebrows and confused emails, especially from fellow executives.
“You realize that you’re losing hours of billable time to hold these meetings, right?” they ask me.
“Couldn’t you spend your time doing something more…productive?” they might wonder.
Let me answer those questions with one of my own: When is the last time you saw every member of your organization in the same place? When is the last time you saw each member of your organization period?
Our network engineers are on-site at client locations 95% of every year. If not for some sort of meeting, I might not see one of them in person for months at a time.
That, frankly, is not something I’m comfortable with.
For those in the service industry, seamless teamwork is crucial. You need to know how your teammates operate. You need to know who they are, what they’re good at, what they’re not so good at, and how they communicate.
How are your people to meld if they only bump into each other a few times a year?
So that’s one piece of it.
Taking it up a level, an organization is worthless without a clear and defined focus. If one department in your company has its sights set on developing a new product, and another is pointing its efforts toward organic sales, you aren’t going to make progress in either direction any time soon.
We all get busy, we all get stressed, and it’s alarmingly easy to miss the forest for the trees. These meetings are the perfect opportunity to take a little helicopter ride above the canopy and set everyone’s sights straight.
Beyond even that, however, is the simple point that your people cannot take proper care of your clients if you do not take proper care of your people.
It’s no coincidence that the companies known for exceptional customer service are also known for taking exceptional care of their employees. And one of the easiest ways to let your people know that you value their time and effort is to ask for their input, and to listen to what they have to say.
I can guarantee you that, if you run these meetings right, even the meekest of your teammates will walk out of that conference room with a smile on their face and a touch more pep in their step than when they walked in.
That alone is worth oceans more than two hours’ worth of revenue in my book.
[xyz-ihs snippet=”1″]Want to give these meetings a try, but need some help getting the ball rolling? Still skeptical that the benefits outweigh the opportunity cost?  Email me![xyz-ihs snippet=”2″]

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