Are you neglecting the most important customer?


Whether you are in Japan, Namibia, Chalbi Desert or even in the North Pole, one thing we call agree on is that communication is not only a common denominator but a crucial part of everyday life. Behind every successful relationship, community and organization is a solid structure that incorporates healthy communication.

Most organizations are very successful when it comes to external communication. They have well developed structures that ensure constant and clear communication with their external customers. They ensure that information is delivered on time and are constantly inventing excellent methods of interacting with customers.

But what about the most important customer in the organization? What about the internal customer, that is, the employee? Is the same effort applied towards them?

In most organizations, communication is very humanistic and interactive but when it comes to the internal customers, communication is transmitted through emails, memos, letters etc. These are channels that are important but they leave little room for interaction and involvement by the employees.

This should not be the case as the employee form part of the core system in an organization. A research by McKinsey Global Institute found that productivity improves by 20-25% in organizations that have employees who are connected. When employees have avenues to broadcast their ideas, ask questions, interact with each other they feel that they are part of the organization and this boosts their morale.

How then can an organization improve its internal communication?

  1. Solicit ideas on the most preferable method of communication. Instead of sticking to the traditional methods of internal communication, you can ask your employees to give suggestions on their most preferable method of communication. This way your employees will not feel like they are stuck doing what only you want. They’ll also adopt it more quickly as it came from them.
  2. Ensure that every department has weekly meetings where every member from the seniors to juniors meet, brainstorm and interact with each other. Meetings should not be limited to the senior members alone.
  3. Have well established structures that keep employee informed on the undertakings in the organization in order to avoid grapevine.
  4. Adopt emerging trends of communication such as whatsapp groups.
  5. Have out of the office interactions, for example, organize coffee and snacks on a Friday evening after work where employees can relax and interact with each other socially.

In conclusion, in order for anything to succeed, ensure that the people engaging in it feel involved. Therefore, endeavor to come up with structures that have actively involved your employees if you desire results.


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