Keep It Simple Stupid! K.I.S.S.
Those who know me, know that I always have a sports analogy. I will refer to the movie Bull Durham, again….
“Baseball is a simple game. You throw the ball, you hit the ball, you catch the ball. Sometimes you win, sometimes you lose, sometimes it rains.” Those are the basics of the game.
As leaders we are always looking to increase productivity, heighten performance, and get the most with limited resources. As a result, we tend to move away from the basics that have earned successes. By using the KISS methodology, we typically will improve performance and productivity that is usually a sustained, not a band-aid improvement.
In my contact center, we have basic rules for the center that cover minimum expectations of employee conduct. Aside from that, the expectations are simple, we answer the phone, or launch a call, we assist the customer to the best of our ability, and we provide resources for the customer. It is simple. The staff understands what the expectations are, as well as what the expectations are of our external customers. K.I.S.S.
The focus of K.I.S.S. is not just on keeping things basic, but also focuses on culture. In order for K.I.S.S to be successful, the culture of the organization needs to be focused on making things simpler, not more complex. This starts from the initial interview and making sure that people that are hired into the organization, division, department, etc., share the same cultural beliefs.
The culture of the organization needs to be customer focused. At the end of the day, it is the customer experience that leads to organizational success, not if the organization is always adding bells and whistles that are not need. If the organization loses touch with what the customer values, then the organization will lose customers. Invest in keeping things simple for the front line staff, and everyone wins. K.I.S.S.
Over the next month, take a look at the process and procedures within your organization. Do they meet the K.I.S.S test? If not, invest project time in simplifying them. Your staff will be happier which will lead to improved customer satisfaction.
Remember – Keep It Simple Stupid!