Walk the floors. Visit the cubicles. Go out into the “field” to visit your sales staff and customer service representatives. Spend a day with each branch manager or vice president. Spend quality time with frontline workers, sales people, customer service representatives,call center/telephone responders, supervisors, help desk personnel, etc.
Ask them what they like about their work. Ask them what improvements they wish you would make to streamline their job or please the customers. Take a notebook with you and write down everything they tell you.
Encourage their feedback. Let them know telling you is safe for them. Thank them and say you will be back to report on your progress to them.
Bold Idea: Borrow someone’s cell phone (so the caller ID won’t give you away) and call the office while you are out.
…and ask for you!
What does the receptionist say when they answer the phone for your organization? How hard is it to get to you? Where do they say you are? What do they say about you?
You can’t begin the reinvention process for your company, your association or your organization until you know where people are at this very moment in time.