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.