Like we said at the top, everybody working at a small business is going to step out of their normal role from time to time. But what if planned “hat switches” were part of your normal process? Specifically, how might it benefit your entire organization if everybody put the “Support Hat” on every so often, on a regular basis?
At the very least, getting more of your team talking directly to customers is a good thing. Nothing tells you how your products and services are faring in the real world like talking to real customers and prospects. Give your entire team some basic training in customer service best practices, and assign them short, regular shifts working the channels. Follow it up with all-hands check-ins and see what new ideas surface.
Making customer support a regular part of everyone’s job can be transformational. Tales abound of companies who found their next great product, innovation, or strategy by having engineers answer the support phone, or giving the design team a turn answering customer inquiries on social media.
Of course, nobody’s suggesting you take a great employee and thrust them into a new full-time role doing something entirely different. But bringing the designers, engineers, and other specialists who build your products into direct contact with the customers who use those products can spark fantastic ideas. Mixing things up a little from time to time can help make the workplace more fun, too.