Before you start

PREPARE THE TEAM
You need to prepare your people for what is coming. Before I even step foot inside a building, I prepare a communication plan.

If you start snooping around someone’s department, asking people for their opinions or challenging current working practices, you might just get people’s backs up or create suspicion. That is the opposite of what is needed, so be transparent about what you are doing and why. Bring people along on the journey with you and explain what is going to happen. Build a relationship with your people, explain the purpose of the fact finding mission and create trust.

LEADERS LISTEN FIRST
Practice what you preach. If you are serious about getting to the bottom of the problem, you must encourage a culture of openness and that means being receptive. If someone says something you don't like, resist challenging them, instead ask more questions about why they think or feel the way they do.  

Proactively inviting feedback and listening without judgement is critical – you have two ears and one mouth remember. Even if you don’t like what you are hearing, be a realist, be receptive and sup it up. I have seen people raise concerns in meetings, only to be told that they will take it ‘offline’, code for ‘I don’t want to talk about this now’. I have also witnessed team members share solutions, only to be rebuffed with ‘No but…’, which essentially tells them that they are wrong. Instead, respond with ‘Yes and…’ or ‘Thank you, can you tell me more…’ Expanding and reaffirming builds trust.

COMMIT TO ACTION
Before you start, you need to commit to doing what it takes to get you from here to where you want the company to be.

Asking people for their opinions, then ignoring them is never going to win people over. It’s why the suggestion box is usually empty and people stop finding solutions. You must be prepared to resolve whatever issues show up or have the commitment and courage to explain why some feedback won’t be acted upon (not everything can be a priority). It's important to remember that in order to create a successful and thriving company, it takes more than just coming up with ideas and solutions. It also requires a strong commitment to taking action on those ideas and solutions. This means actively seeking out feedback and input from your team members and being open to their suggestions.

Prepare the team by:

• Setting expectations that they will be asked for opinions and ideas.
• Let them know how you will follow through on those opinions, whether implementing them or explaining why they cannot be implemented at the moment. 
• Prime for trust within your team so they know that their opinions are valued and taken seriously. Start now.
• Promote innovation within your team. Ask for their recommendations or best thinking. 
• Actively listen, ask clarifying questions, and thank them for their input.

In addition to seeking out feedback from your team members, it's also crucial to regularly ask for feedback from clients or customers. These individuals are on the receiving end of your work and can provide valuable insights into areas that need improvement.