Frontline Staff Session
Hear what your frontline staff rarely say upward
A two-hour working session for up to twelve staff, run so observations can be shared without individual attribution.
Return homeThe promise
You will receive a written summary of what your customer-facing staff notice day to day — the recurring complaints, the apologies they make for things outside their control, and the small changes they believe would help most — gathered in a setting where they can speak candidly.
Staff perspective
"I say sorry for the same thing five times a day and nobody upstairs knows it's happening."
The problem
Staff who deal with customers directly often have the clearest picture of where things go wrong, but rarely have a natural channel to pass that picture upward, particularly when it might sound like a complaint about process or colleagues. What management hears is usually the filtered version.
"In the regular meeting, nobody says the honest version. This felt different."
The solution
We run a two-hour session for up to twelve participants, structured so that individual comments are never attributed in what management receives. This lets staff describe what they actually encounter without weighing the consequences of speaking up.
"I said things in that room I wouldn't put in writing with my name on it."
The experience
Before
We agree on which team or shift will attend and confirm the format with you in advance.
During
The two-hour session runs with prompts designed to surface specific moments, not general impressions.
After
A written summary is prepared for management with comments grouped by theme, not by speaker.
The investment
¥14,200
This covers one two-hour session for up to twelve participants and a written summary prepared for management with individual comments unattributed.
Sessions for larger teams can be split into two groups by arrangement.
The proof
Effectiveness here is measured by whether the summary contains material management had not previously heard. In our experience, unattributed formats consistently surface more specific, actionable comments than named feedback channels.
A realistic timeline: the written summary is typically ready within one week of the session.
The guarantee
Anonymity of individual comments is a fixed part of how the session runs, not an optional extra. If a participant's comment could reasonably identify them, we soften or omit it before it reaches the summary.
A brief, no-obligation conversation is available beforehand if you'd like to discuss format or group size.
Next steps
Send a short note through the contact form with your preferred group size and rough timing. We'll confirm a date and share what to prepare in advance, if anything.
Explore other offers
← Back to all offersIf you'd like your frontline team to have this space
Send a note and we'll arrange a date that works.
Get in touch