[Update : March 2, 2016] The next event is on March 12, 2016 (Saturday). Pre-register here to learn how to build a high-performance team.
Bridge was fortunate enough to have StoreRanker founder and CEO George Collado share his thoughts on the fundamentals of a future-proof business—more specifically, the role quality assurance plays in a successful, thriving organization. Here are three key concepts we took away from George’s talk:
Pen-and-paper is no longer relevant
Think of what it must be like to be in charge of quality assurance for a well-known restaurant chain—one with fifty branches across the country, for example. If you had to take notes and cross items off a checklist by hand for each branch, and it takes about an hour to evaluate each branch, you’ll be spending fifty hours just reviewing your locations. This doesn’t even factor in the time spent in transit or logging your data into Excel. For the sake of efficiency (and probably your sanity), you need to use a product that automates what you’re doing. This piece of advice actually applies across most business processes: you need a system that makes it easy to input and centralize all the information you collect. Make sure your tool is quick, simple, cloud-based, and mobile.
Feedback has to be immediate
What’s the use of only having semi-annual or annual evaluations? By the time the review is over, you may have already lost a good number of clients to various missteps that you weren’t even aware of. Think of it as learning a musical instrument. If you press a key on a piano but only hear the note one day later, it will be extremely difficult, if not impossible, to learn a piece of music properly. The reason why people improve by practicing is immediate feedback: you play the wrong note, hear your mistake, and fix it. Simple. Likewise, in customer service, you need to hear what your customers are saying, and you need to hear it in real time. This allows you to make adjustments right away, even first thing in the morning, if necessary. You need to look at all of the reviews and comments and see how it affects customer satisfaction. Ask open-ended questions so you know exactly what they may or may not like and what you can do to improve.
Know your metrics
When it comes to quality assurance, it’s important to know what exactly you are measuring, and if you are measuring the right thing. Think of your business goals—is your strategy pointing you in the right direction? It's important for them to be aligned. If you've been thinking about your goals and plans for your business but you are still unsure about what your metrics should be, take a cue from top companies or businesses you admire. Look up their audits and use those standards for your own organization. Even if you don’t manage to do everything they do, working towards a higher standard still leads to a vast improvement on your end.
If you were unable to attend George's talk, don't fret! We've got a lot more events in store for you, and in the meantime, here is yesterday's presentation. Happy reading!