Huddles Pay Off BIG in Football and Customer Satisfaction

Successful customer service and football.  What do they have in common?  They both rely heavily on huddles.  Think about it.  In football, the huddle is when the play and strategy is discussed.  It’s when they make sure that everyone has what they need to make the play and score the touchdown.

Customer Service Huddles Increase Customer Satisfaction
Customer Service Huddles Increase Customer Satisfaction

The exact same thing goes down in a huddle at the office. The manager, supervisor, or team leader gathers everyone for just a short time and makes sure that everyone knows what is needed to make that day go well for both the customers and the company.

The leader needs to make sure that everyone knows what is expected of them.  All team members must understand their role in the big picture and needs to speak up if they need help or assistance.

It’s during the huddle that the day is mapped out and challenges are prepared for.

I strongly advise you to have 5-7 minute huddles DAILY with your teams. This should be part of the DNA of your business, team, or office.  The huddles need to happen daily and consistently.  As a leader, you need to ensure that they be short in duration and full of relevant information.   They should cover what is being worked on, appointments for the day, any current customer issues, anything that is required or needed for a project to be completed, and requests for information and assistance.

Remember, prepare your team for success by giving them a game plan for the day.  Find out what is needed, what should happen, what to do in case the unexpected happens, offer assistance to those who may need it, keep those working on projects  accountable.  Find out about the challenges facing your team.  Be brought up to speed on customer issues and internal department issues.  With huddles, these should essentially act as a game plan for the day.

Using huddles in the workplace makes everyone a winner.

Please share your thoughts and opinions here...