What to tell your team before a consultant visits

When we arrive for a journey audit, the first question from staff is usually “Am I being evaluated?” The honest answer is yes — but not in the way people fear.

We are evaluating the experience clients receive, not ranking individuals. Still, how you introduce our visit shapes whether staff behave naturally or perform for the audience.

Tell them early, not the morning of

Give your team at least one week’s notice. Explain who we are, why you invited us, and that the goal is to make their jobs easier — not to catch mistakes. Staff who learn about a consultant’s visit from a whispered conversation at the start of a shift will act differently all day.

What to say — a script you can adapt

“Next Tuesday and Wednesday a consultant from Laurel Hub will be in the clinic observing how clients move through our space. They will watch reception, sit in the waiting area, and may ask you a few questions about your daily routine. This is something I asked for because I want to understand where clients get frustrated. Nothing you say will be used against you. Please work normally — do not change how you greet people or handle calls just because someone is watching.”

What not to do

• Do not position it as a test. Staff who feel tested will over-perform greetings and under-report problems in interviews.
• Do not hide the visit from clients. We are happy for you to tell clients a consultant is gathering feedback to improve service. Most clients appreciate the effort.
• Do not schedule it on the busiest day unless that day is representative. A quiet Tuesday gives us less useful data than a typical Saturday.

After we leave

Share the report with your team. The fastest way to lose trust is to commission an audit, receive findings, and change nothing — or change things without explaining why. Staff who see their input reflected in new standards become advocates for the changes.

Questions about preparing for an audit? Contact us before your booking date.