Last year, we identified “Continuous Improvement” as the first of three pillars that define our company’s approach to work and culture. As we enter 2022, we’re thinking more than ever about who we are, how we work, and what we need to move forward. Our second pillar? Clear Communication.
What comes to mind when you hear “clear communication?” Maybe it’s speaking slowly and audibly. Maybe it’s how you approach things with your children or significant other. Or, perhaps it sounds like some therapy mumbo jumbo. (If that’s the case, you’re probably not practicing it!)
At Chillistore, “clear communication” means transparency. It means being realistic, honest, and upfront about our availability, capacity, and skills — both as individuals and as a team. We all have that one friend who commits themselves to ten work projects, six social events, and a bunch of community service before noon on a Monday. We love that friend, but we don’t want to be that friend.
In order to practice realistic transparency, we have to first establish close relationships with clients and stakeholders. The fastest way to get to know someone is to put yourself in their shoes, and that’s what we aim to accomplish. We want to know what challenges you (the client), perplexes you, and frustrates you. In practical terms, this means asking you for more details when we need clarification; for feedback when we need forward movement; and for patience as we work to understand you and your needs.
Internally, we have a streamlined set of approaches we work to fulfill when it comes to dealing with clients and vendors. For example, we encourage our Quality teams to create Statements of Work (SOW) and Service-Level Agreements (SLA) with their linguists and experts. Clearly outlining the needs and goals of the vendor helps us understand the project and limits room for miscommunication.
As an LQA company, we of course pay special attention to the language of our communications. We take a “We cannot do that, but we can…” approach when we cannot commit to a request. Here’s a simple example of what this might sound like in the real world:
“Hi, can you walk my dog today?”
“I can’t walk your dog today, but I can walk it tomorrow.”
The communication is clear, and while the dog won’t be walked today, it will be walked tomorrow. Both parties leave the conversation with a happy-medium solution.
We do our best to respond to anyone and everyone ASAP. However, if we need clarification on something, we’ll take a pause, tell our requesters we’ll “get back to you soon,” and seek out the necessary information, rather than hurriedly sending out incorrect information. We may ask the Quality Strategy Solutions Team to help establish a survey and/or plan for a project. Or, if we’re dealing with linguists, we might seek out a Chilli Linguists Advocate to help navigate the linguist’s specific needs. Our experts are experts for a reason, and we treat them as such.
Additionally, knowing with whom to communicate is just as important as knowing how to communicate. You don’t need to have the answers, but you should know where to find them. Our Chilli Quality Department, Managers and other peers are all available to lend a hand, and we encourage each other to seek help and guidance when necessary. After all, we’re a team. The more, the spicier!Top Three Principles: Continuous Improvement