Tuesday, 27 May 2008
Communication
One of the really interesting factors working in our industry is how we interact and communicate with our own staff around the world. Each country, even regions within countries have different cultures and we all know how email can be received in a very different way to how it was sent. It is impossible not to have internal communication challenges but how these are managed has a massive influence on the service we give our clients.
The simple YRCL rule is if an issue is not resolved on the first email pick the phone up no matter what the local time is and TALK. I read a great example today where there was a challenge between our UK and China offices around bill of lading. The call resulted in a highlighted need to meet the factory. Even with the extensive YRCL Chinese network this was a 7 hour drive. The drive was well worth it as not only did this solve the issues but thank you messages were received from the factory and the UK importer. Also importantly our offices felt good about solving the issue together. I would love to hear how other companies handle this type of situation.
The simple YRCL rule is if an issue is not resolved on the first email pick the phone up no matter what the local time is and TALK. I read a great example today where there was a challenge between our UK and China offices around bill of lading. The call resulted in a highlighted need to meet the factory. Even with the extensive YRCL Chinese network this was a 7 hour drive. The drive was well worth it as not only did this solve the issues but thank you messages were received from the factory and the UK importer. Also importantly our offices felt good about solving the issue together. I would love to hear how other companies handle this type of situation.
Labels: Communication
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