How improved safety management improves customer experience

This is the fourth and final part of the series. You can find a summary of the roadmap here but, to re-cap, the three core benefits we’ve covered already are:

1. A reduction in incidents and injuries

2. The reduced likelihood of prosecution

3. More efficient business processes

This final article covers what could best be described as the icing on the cake. It’s a benefit that is not strictly linked to business outcomes nor is it entirely measurable, however from our experience it’s a genuine and positive by-product of maintaining robust safety management systems.

It relates to how good safety management contributes to improved customer experience and a boost to the reputation of your business.

The fundamental principle here is that a business that is attentive to its safety responsibilities and focused on the safety of all stakeholders is also more attentive and professional in other aspects of their business.

It’s evident that businesses who have robust safety systems in place appear to be (and generally are accepted as being) more organised, more professional and more focussed on the wellbeing of employees, contractors and site visitors.

At this point, it is very important to clarify here what “robust” means in relation to safety. It does not mean that the business is drowning in bureaucracy and crazy safety paperwork for low risk and routine tasks. This is the OPPOSITE of robust. Robust systems are based on a solid understanding of risks and do not bury a business in pointless paperwork.

A robust system will feature symbols of systematic risk management, such as clearly delineated walkways and exclusion/danger zones, traffic management systems and clear safety related instructions to visitors. They also tend to have well maintained and presented plant featuring appropriate safety features such as reverse beepers, safety decals and safety beacons, and clear and consistent operating procedures.

These indicators of a robust safety management system send a strong message to customers and suppliers that the business values the safety of all stakeholders – which in turn enhances its reputation. Robust safety systems also speak volumes to team members and can position a business as a “great place to work”, which can help in attracting and retaining the best people.

It may not be immediate or obvious, but such commitment to safety will ultimately be reflected in the way your clients and staff view your organisation. Strong safety systems speak to professionalism, consistency and reliability and people want to partner with businesses that reflect these traits.

In short, you tend get better service from businesses that employ better systems. Safety can only be effectively managed with a systematic approach. The way a business addresses safety is a key indicator to the way they manage other aspects of their business. If you are good at safety, you are in all likelihood going to be good at systems in general, which will result in better customer experience.

If you’d like to discuss any aspect of your safety system, we are just a phone call away. Get in touch on 1300 728 852.