Daniel C. Olsen, Senior Consultant 

Introduction 

Many of you are most likely familiar with the “Corporate Visit.” This is when senior management visits different workplaces, stores, and factories. 

Typically, the purpose of the visit is for senior management to inspect the workplace and review compliance with policies and procedures. 

It is not unusual for managers and supervisors to become tenser and, sometimes, less patient with daily operations. After all, it is a time for “spit and polish” preparation ahead of the visit. More often than not, there is more tension and less levity in the workplace. 

 

The Visit 

Senior staff members arrive. They usually come through in a procession, some with assistants taking notes, and blow through like the proverbial wind. They usually do not talk with workers on the floor, instead checking the condition of the facility and inventory. As the corporate visitors pass through, they most likely do not stop and chat with the workers on the floor. Most likely, there will be no introductions. After the visit, employees on the floor will probably hear little. If you ask, “How did it go?” the response may be, “Well, nobody got fired, so it must have been okay.” Overall, the corporate visit is not something people look forward to. Rather, it is a trial to get through so things can return to normal. 

In many companies, the corporate visit is predictable and even somewhat amusing. But I believe it is a missed opportunity, a huge, missed opportunity, to recognize employees' work, spotlight their positive contributions, build relationships, and lift their spirits. 

So, you may be wondering, what does this have to do with leading volunteers?  

Well, it gives you a wonderful opportunity to recognize the contributions of your volunteers, spotlight their abilities, build relationships, and lift the spirits of your members. 

You should start conducting corporate visits, even if you have only one station or a single location. I encourage you to start, perhaps annually, though semiannually or quarterly is better. 

Even at a single site, a visit gets you away from your desk and among your people. 

Announce in advance that you will be making a corporate visit, inspecting the workplace, and talking with volunteers and staff. 

Yes, you will be inspecting, reviewing, and checking compliance with policies and procedures. More importantly, however, it is a time to support people, build relationships, and lift their spirits. 

Make these common practices. 

 

I suggest you do the following: 

1. Be punctual.  

Start your Corporate Visit on the day and at the time you told everyone. You are on time for your important meetings. This is an important meeting. Demonstrate to your members that they are important. 

1. “Press the flesh.”  

Be like a politician on the campaign trail. Shake hands, make eye contact, speak directly to people, and listen to them. Give your volunteers and employees your full attention; do not be distracted. Put the cellphones away. 

1. Offer support, a positive comment, or a compliment. Give supervisors and team leaders the opportunity to offer supportive comments about volunteers. It is also an opportunity to recognize your members' achievements. You can cite the little things they do that make a big difference. Talk about how they treat others and what they do as a team. 

1. Ask three questions.  

When Ed Koch was mayor of New York City, he would ask people, “How am I doing?” I am sure he knew he was doing well, but he continued to ask. While on your visit, introduce yourself to the workers and ask them how the organization is doing. 

• What is going well?  

Acknowledge what is working instead of overlooking the positive. 

• What should we stop doing?  

There may be practices we should stop. Perhaps they have become habitual, outdated, or serve little purpose. 

• What should we change… or take a good look at?  

Can we do things differently or better? How can we improve? It is especially important to ask why a change should be made. Change for the sake of change may not serve you well. 

You may think that these visits are not particularly important or will not make a difference. Try them for a while. Give them a chance. Granted, when we start doing something new, people will wonder why. They may wonder whether it is just a one-time thing or some kind of gimmick. But when the practice continues over time, you will start to notice a difference. 

 

A memorable station tour 

Yes, the corporate visit is an opportunity to inspect, review, and check compliance with policies and procedures. More importantly, it is an opportunity to build better relationships with your volunteers. 

During my career, I had the opportunity to visit many fire stations. 

One of the most memorable visits involved a chief who took a different approach. Most station tours involve showing off the facilities and equipment, and they do not last exceptionally long. This tour was different because the chief focused on his personnel, both volunteer and career. As he moved through the station, he greeted every member by name and made a positive comment about each one. It made no difference how long a member had been with the department; he knew his people. The tour took more time than other tours, and it was memorable. The atmosphere in that facility was different from most because the chief took the opportunity and made the effort to lift the spirits of his members.