How to deliver the right information every time

Customers expect accuracy, but how can we ensure our teams are consistently delivering error-free experiences? First, let's recognize that unlearning is hard. Whether a new hire learned a different method at a previous company, or processes within your own organization have changed, breaking old habits takes effort. To help, try contrast drills. You practice doing it the old way, the wrong way, and the new way, alternating back and forth. This repetition helps reinforce the new approach while extinguishing outdated patterns. Next, identify frequent mistakes and find ways to error-proof them. For example, restaurant servers who repeat backorders reduce their errors. Fast food chains have simplified processes by using scoops for their french fries, ensuring consistent portions without measuring mistakes. Some banks include reminders in their workflow, such as prompts to make eye contact with customers during transactions. It's also vital to highlight problem areas. Math students, for instance, mark the operation symbols to avoid errors, and organizations like Motorola implemented a two-person review system for critical documents, and that cut errors by 80 percent. Encourage your team to brainstorm innovative solutions to enhance accuracy. By practicing, simplifying, and collaborating, we can ensure customers receive the precise information and service they expect every time.