When you think of “idea people”, you may think of upper or mid-level managers in your organization. However, the easily overlooked “bottom rung” employees may need a little more of your attention.
Depending on the structure of your organization – and I’ll stay with limo services in Chicago for this blog – there may be any number of entry level reservationists, chauffeurs, or dispatchers that are easy to dismiss. But nothing could be further from the truth.
It has been our experience at O’Hare-Midway that culling this fertile pool for ideas makes sense and can definitely help your business. If you’re wondering why, look at the flow of information. In a prearranged limo service, there are usually customer service people – or reservations staff – that handle calls and set up rides for clients. They may take a handful of calls per day, or hundreds, as is the case with O’Hare-Midway. It is during these calls that our reservation staff learn what the clients want, from vehicle type to “value added” services. They are also experts in the reservation process, so they are in tune with what works well…and not so well.
Chauffeurs are another great resource. Their daily face-to-face interaction with clients gives them a keen insight into the wants and needs of the client. They are also the eyes and ears of the company “on the street”. With their ability to keep you informed on the daily “goings on” in our work environment, their value to operational staff is nearly priceless.
Ignoring lower status employees is easy, because few people expect them to present new or creative ideas. But a better plan for the longevity of any company would be to encourage all employees to voice ideas, and think outside the box. After all, a large number of upper and middle managers started their careers at or near the bottom rung of the ladder.