15. Serving Customers better
Type: Subjective
Businesses exist for & because of customers. So, this review question gives a great opportunity for anyone to formally voice something to further the purpose of the organization’s existence i.e. serving customers better.
Review Methods
In the review, the employee & manager should engage in an open discussion without fear of repercussions & identify all that should be bettered to serve customers and pick from the past specific instances of how things didn’t go right and how the employee/organization didn’t meet expectations.
The Manager should also highlight to the employee how the individual can make a difference to serve customers better & what are the opportunities available to them that they can avail without the need to seek approval.
Is this a popular practice?
Yes, but not independently as a review question.
Keep in mind
This is not just for the customer facing roles & employees. Even those at the backend with zero customer interaction opportunities should be heard as they are a part of the whole that serves the customer in the end.