Involvement of frontline workers ensures they know the goals of the company which enables powerful teamwork in the organization Google Images

Involvement of frontline workers ensures they know the goals of the company, which enables powerful teamwork in the organization. Google Images

The Importance of Your HVAC 'Front Line'

Empower employees while saving decision-makers the time and headache of multiple trips to the drawing board. Happy employees lead to satisfied customers and ultimately more profits for the company.

Why do so many companies and managers spend an exorbitant amount of time developing mission statements, only to see them fail or make less of an impact than they had envisioned?

Decision-makers are constantly going back to the drawing board to redo plans, but they still obtain less-than-optimal results. They may question whether they need outside consultants or if the issue is their workforce or process.

These changes, frustrations, and questions could have all been avoided by empowering one key group. Here are some of the advantages of involving the frontline worker in mission statements.

1.     Proximity to the actual work and customers. The frontline employees know what works and what doesn’t work from their experience in the field. This is a huge advantage to the company as it designs its processes and procedures.

2.     Frontline workers are critical to carrying out the company's vision. Involvement of frontline workers ensures they know the goals of the company, which enables powerful teamwork in the organization.

3.     Paying it forward. If employees feel gratified, they will make sure that customers are satisfied. Happy employees lead to satisfied customers and ultimately more profits for the company. This equation leads to customers for life.

4.     Taking ownership of ideas. Employees will be more supportive of decisions that they help formulate. Everyone wants to be involved in changes, and people are more likely to support ideas they create than ones that are mandated.

Respecting and properly utilizing the frontline workers will give your organization a leg up on the competition. Even a high-functioning team can use a refresher.

Mike Moore offer HVAC advice for managers, technicians, and sales teams daily on FacebookTwitter, and the LennoxPROS blog. Follow Mike and stay in the know.

Read more about trending topics in the HVAC industry on the HVAC Learning Solutions blog.

TAGS: Columns
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