Our CEO describes curiosity as “what your mind does in the absence of knowledge or facts.” He has made curiosity a central virtue in hiring. Here’s why that matters.

Our company's primary focus is on enhancing the CX (client experience) and EX (employee experience) for professional services companies. Typically, in such firms, employees with the most experience and institutional knowledge make most of the decisions. However, have you ever considered that those employees with the least experience and a sense of new curiosity could be your organization's secret weapon in gaining alignment with your customer base?

Newer or younger employees bring a fresh perspective to the table. They haven't been inundated with the jargon and intricacies of the firm, just like your clients. Their ignorance can be an advantage when understanding the client's perspective. They might ask, "Why does the firm do things this way?" - a question that mirrors the client's own curiosity.

Last week, I, as a newcomer, myself, questioned a decade’s-old process—not to be confrontational, but out of sheer curiosity. It seemed to me there was an overlapping redundant step in one process with another downstream process. I saw something I didn’t understand and simply asked about it. Our CEO, who was on the call, said, “You’re right about that. We need to adjust the steps and change that.” To me, it felt like not knowing something actually improved one small but significant way we work with our clients.  

The Value of a Fresh Perspective

By soliciting feedback from these newcomer employees on various aspects of the business, such as standard operating procedures, website content, and marketing materials, you may see your own blind spots. They serve as a stronger proxy to a buyer or client, as they can see through the noise and offer solutions that more experienced employees might overlook.

A fresh perspective can:

• Identify Gaps in Communication: Newer employees often find firm-specific jargon or complex terminology confusing. Their confusion reflects the customer's potential challenges in understanding your messaging.
• Question Legacy Processes: With no ingrained biases towards "how things have always been done," they can provide innovative ideas for innovating existing processes.
• Spot Missing Value Propositions: They can point out unrecognized areas of opportunity and unmet needs, improving your ability to tailor products and services to clients.

Creating a Culture of Openness

Creating a culture of openness to newcomer ideas fosters innovation and potential client wins, but it also empowers new employees and communicates that their opinions matter. It's important to challenge the status quo and guard against a static mindset. After all, businesses evolve, and so should our understanding of our clients and offerings.

Steps to Foster a Culture of Openness:

• Mentorship Programs: Pairing newer employees with experienced mentors can facilitate cross-pollination of ideas.
• Newcomer Feedback Sessions: Regularly schedule sessions where newcomer employees can provide feedback on processes, materials, and products.
• Reverse Mentoring: Encourage junior employees to mentor senior staff on emerging trends, particularly in technology (think practical uses of AI), social media, and Gen Z’s emerging presence in client decision-making. Generational values differ.
• Reward Curiosity: Implement recognition programs that reward curiosity and impactful ideas coming from newer employees.

Employee Feedback Programs

Implementing an employee feedback program can be a low-risk way to gain insights as a client proxy. Employees are often more invested and accountable in responding to inquiries than clients are. This is particularly crucial in client-facing roles like account managers (like me) or customer success managers, where empathy and understanding the client's perspective are paramount.

A successful employee feedback program could include:

• Anonymous Feedback Channels: Allow employees to share their perspectives without fear of reprisal.
• Structured Surveys: Create structured surveys focused on identifying challenges, suggestions, and client insights.
• Regular Review Meetings: Set up quarterly or biannual review meetings where feedback is analyzed and actionable steps are developed.
• Employee Panels: Form cross-departmental panels that review and refine feedback and propose recommendations to leadership.

Enhanced Client Alignment

Leveraging your least experienced employees’ insights can enhance client alignment in multiple ways:

• Humanize Marketing Campaigns: Incorporate suggestions to make marketing content less jargon-prone, more relatable, and accessible.
• Refine Client Onboarding Processes: Simplify onboarding and customer success journeys based on newcomer employee feedback.
• Improve Product and Service Design: Ensure your products or services are more intuitive, addressing gaps highlighted by inexperienced employees or fit for generations who are mobile-first.

The Bottom Line

Happier employees and happier clients will drive business value. By listening to and tapping into the insights of your most novice employees, you may just unlock the key to valuable client insights and driving business success.

In a world where client needs are ever-evolving, maintaining alignment requires constant innovation. By harnessing the potential of your least experienced employees, you empower your workforce and ensure your firm stays one step ahead of client expectations.

‍