Communication: A couple of months ago, we undertook a pretty
extensive reorganization that assigned more people to each of our precious
accounts. The idea: more scalable structure, with focused responsibilities for
each person and a deep support system in the daily optimization of each
client’s account.
Like any restructure, it’s had some challenges. But with the
dust settling, several enormous benefits have become clear…with one caveat:
more hands on an account mean that communication is more mission-critical than
ever.
But we’ll get back to that. First, here’s what we gained:
- Multiple
people are highly invested in each account.
- Smart
people can bounce ideas off of each other – and there are even more eyes to
catch potential errors.
- Each team
can focus on his/her points of expertise.
- You can take a vacation and know your account
is in capable, dedicated hands.
- More
knowledge of the overall account leads to more contribution in more areas than
before.
It’s pretty sweet stuff, and our clients have been thrilled
with the level of service in the new structure. But it hasn’t come easily; with
expanded teams spread across different offices ,we’ve had to learn some
valuable lessons in communication.
Here goes…
Communication must be constant.
- Things that seem obvious can sometimes be easily
forgotten. Don’t assume everyone knows anything.
- Any change or new development needs to be communicated
ASAP to all of the team members. (Send our reminder emails, calls, or Skypes
before it slips your mind!)
- The more communication you have up front, the less time
you spend on back-and-forth explanations down the road.
- One good idea: morning scrums where all members who touch
the account at any point go over the account so everyone is on the same page.
