The Tribune Democrat, Johnstown, PA

Business

August 10, 2013

Employee input is source of ideas

— Every day, small business owners scour the Web, business journals and their own brains in search of ideas for improving efficiency, attracting customers and boosting the bottom line. Many don’t realize that they already have a ready source of information, insights and ideas – their employees.

Because employees spend every day serving customers, making products or performing services, or doing administrative work, they bring a “hands-on” perspective about their jobs and how those functions interact with other parts of your business. Tapping this knowledge, resource can help cut costs, improve turnover and create a better customer experience.

Another attribute that makes employees a valuable source of ideas is that they’re not you. Instead of them having focused on starting, growing and managing the business, they’re “outsiders” who may be more attuned to problems you overlook, or see things from the point of view of the customer or supplier. They also bring experiences from previous employers, including ideas that did and didn’t work.

What’s more, each employee has his/her own network. They may know people who have tackled just the problem you’re grappling with, or saw a sales promotion that could be adapted for your business. They can also serve as your eyes and ears for everything ranging from what competitors are doing to market intelligence on the Internet.

How do you tap this wealth of ideas and inspiration? Start by making open, two-way communication the foundation of your management strategy. From the day they’re hired, employees should feel their opinions are valued. Provide multiple channels for their input – in-person, through supervisors if your organization is multitiered, or via a specific email address for employee suggestions (an electronic version of the ubiquitous “Suggestion Box.”)

If your staff is small enough, hold regular informal meetings where employees can offer and discuss ideas. Here, you get the advantage of a group dynamic – multiple perspectives and opinions that can turn what began as a good idea into a great one.

Also, regularly communicate specific information on developments and trends shaping your industry or market. Awareness of the environment in which their company operates will likely get employees thinking about how to cope with or capitalize on opportunities.

Make sure suggestions are acknowledged with your thanks and a follow-up – e.g., the idea is being applied, it’s not suitable or cost-effective, it’s something that will require more study, etc. If appropriate, allow the employee to provide more information or modify the suggestion. But don’t simply leave the matter at “we’ll think about it.” Today’s idea may not work, but tomorrow’s might be a difference-maker.

SCORE is a nonprofit organization formed to help small businesses. To learn more about the Cambria-Somerset chapter of SCORE, call 536-5107, visit www.alleghanies.scorechapter.org or email score575@atlanticbb.net.

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