Written communication is the backbone of accountability. I use written and electronic communication as the basis for all employee actions, whether I’m communicating a raise, a warning, or termination. In performance reviews, questions like, “Which of your previous goals did you meet or surpass?” become simple and straightforward to address. I let history provide the answer. Written communication documents it quickly and indisputably.
I also follow up all important phone calls and in-person meetings with a written summary of what was discussed; that way, everything — including action items — is clearly recorded. Otherwise, our recollections can get fuzzy (even if everyone is well-intentioned), becoming problematic for both of us. There’s no questioning what’s in writing, whether you’re discussing something with a partner or an employee. On a softer note, I have used handwritten thank-you cards to show our most loyal customers how much we appreciate their business.
--Phil Dumontet is the founder and CEO of DASHED, the leading restaurant delivery service in the Northeast. In 2013, DASHED was recognized as one of the fastest-growing companies in the U.S., ranking #119 nationwide and #7 in Massachusetts on Inc. Magazine’s Inc. 500 | 5000 list. Phil prides himself on the company’s unique partnerships with higher-end restaurants, as well as their efforts to keep delivery green and eco-friendly.