Simply telling people “We need a process to capture and track customer complaints” isn’t enough.
Holding a meeting to figure out which people should be involved in the process, isn’t enough.
A tricky balance, because the leader shouldn’t be in the weeds figuring out the details. But ask about it at every staff meeting – ask follow-up questions until you are satisfied. Make sure it’s part of the conversation week after week, month after month. Conduct skip meetings with the people who report to your managers. Find out what they know about the new process, how well it’s working, what challenges it has created and what problems they think it is solving.
Continue following up until your team develops an organizational muscle memory and does this of its own accord, for the right reasons.
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