After more than 20 years in customer service, I’ve learned a lot about working with people. If there’s one thing that has stuck with me, it’s the importance of following up. It might seem like a small thing, but it can make a real difference in building relationships, earning trust, and creating opportunities.
My Big Moment
At a previous job, I learned just how valuable following up can be when I called a customer simply to see how things were going. I wasn’t trying to make a sale. I was just checking in and asking about a family event they’d mentioned a few months before.
As we caught up, the customer mentioned they’d be meeting with another company todiscuss what they needed for a new project. I discovered we offered exactly whatthe customer needed, but they hadn’t realized it was something we could provide.That conversation eventually turned into a massive six figure sale for thecompany.
I didn’t plan for that to happen. I just made the call. If I hadn’t taken thetime to check in and have a genuine conversation, they might have taken theirbusiness elsewhere without ever knowing we could help them. It showed me thattaking an interest in people can open doors you didn’t even know were there.
The Connection to Human Resources
I think that this lesson is just as important in HR, especially when it comes to the people we work with every day. We spend a lot of time dealing with hiring, policies, employee concerns, and the day-to-day demands of the job. It’s easy to get caught up in putting out fires and moving on to the next task. But sometimes, the most valuable thing we can do is stop and check in with people.
Think about a new employee who has been with your company for only a few weeks. You completed the onboarding process and made sure they had what they needed their first day, first week, first month. But what happens after that? A quick conversation to ask how they’re settling in, whether the job matches their expectations, or if they have any questions can tell you a lot.
The same goes for existing employees. If someone has been having a difficulttime, recently taken on new responsibilities, or raised a concern, follow upwith them. Don’t assume that no news means everything is fine. Sometimes peoplewon’t raise an issue again, even when it hasn’t been resolved.
Following up with managers is equally important. Checking whether a hiring process went smoothly, whether a new employee is working out, or whether a previous issue has improved helps HR stay connected to what’s actually happening across the company.
These conversations can help you spot problems early, improve employee relationships, and make people feel more comfortable approaching HR. They also show employees that HR isn’t just there when something goes wrong. We’re there to support them and help make the workplace better.
Take the Time to Reach Out
After all my years in customer service, my advice is simple. Make a call. Send an email. Check in. And if you tell someone you’ll follow up, do it. Not every conversation will lead to a massive breakthrough, and that’s okay. Sometimes, it will strengthen a relationship or solve a problem before it gets bigger. Sometimes, it will help an employee feel heard when they need it most.
You never know what a simple follow-up might lead to. In HR, it could be thedifference between finding out about a problem too late and having the chanceto make things better.
Continuing the Conversation
Now it’s my chance to follow up with you! We are always happy to host a free discovery meeting to learn more about your business, answer your questions, and explore how we can help. With ongoing HR advice from just 4 hours per month, we can help you find the right fit for your needs.
After all, you never know where a simple conversation might lead. Let’s start one!
From the Owl Insight HR team and lead collaborator, Dave Musil, Human Resources Coordinator
Dave.Musil@OwlinsightHR.ca
For professional HR advice that you can trust, contact us today!
Book a free consultation here
www.OwlinsightHR.ca
Blog Photo by: Shamblen Studios on Unsplash
This piece was shaped with some AI support, alongside our experienceworking with leaders in real organizations.
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