The lessons about the importance of preparation are all around us as we mark the lead up to one of the busiest times of year – the holiday season.
For businesses looking toward the holiday season, it’s important to remember that the better we prepare and the more we put things in the right place early on, the more likely we are to make the most of the increased business this time of year can offer.
Has your workforce been trained for this busy time? For the stresses and uncertainties that can arise from an increased workflow?
A consistently trained workforce is an important foundation on which holiday readiness relies upon. Plus, what your company is doing now by way of training will not only impact the holiday season this year, but will also build toward business strength in the year and years to come.
I’ve written before about the defining moments of the customer relationship, and we can similarly value each moment leading up to a major season of busyness. Some of the best articles I’ve read about preparing for Thanksgiving Day, for example, provide guidelines for a countdown timetable: purchase the Turkey and other ingredients one week in advance, defrost and season the turkey 24-36 hours in advance… and so on.
Having a similar timetabled plan for preparing and motivating your workforce to successfully close out the year is key. Perhaps the two most important factors to consider when planning for the holidays are:
- Ensure leaders and front-line employees are skilled and ready to deliver positive defining moments during every customer encounter
- Anticipate human mistakes and process gaps – and put contingencies in place
The real success at this time of year depends on what you do throughout the year to prepare for it. One sure-fire way to stay prepared and add value to customers is to have a consistent training program in place – not to just reap benefits in the upcoming season, but throughout the entire life of the business.
Sharon Daniels is CEO of AchieveGlobal in Tampa, Florida
