How Huddles Prepare the KARL STORZ Team for Success

What's more costly: spending 20 minutes aligning your team every day, or watching hours disappear to preventable mistakes and confusion? It's tempting to skip team huddles when calls are stacking up and deadlines loom, but brief, focused check-ins can set your team up for success. They transform scattered individuals into a coordinated unit – one where everyone is aligned on priorities, schedules, potential issues, or recent wins.

Mark Miller, Managing Director of Advisory Services at J.D. Power, sat down with Marian Favors, Executive Director of Customer Support Operations at KARL STORZ US, to discuss the power of the team huddle and how it can transform the mindset of frontline workers. What might seem like a small, insignificant meeting can set the tone for the entire shift, reshaping how workers approach their day and tackle challenges.

Turning a Bad Experience into Better Leadership
One stressful call changed everything for Marian. As a customer service rep, she was blindsided by a customer asking about a recall she'd never heard of – leaving her scrambling, embarrassed, and completely unprepared. From that moment on, she knew she never wanted her team or colleagues to face that same sinking feeling.

Now, as a leader, Marian starts each shift with a huddle. Whether it’s a recall, staffing shortages, company-wide changes, or additional mandatory trainings, her team gets the full picture before they take their first call. It's the difference between walking into their day confident and prepared versus stumbling through surprises. Her frontline team starts their shift knowing exactly what kind of day they're facing and, most importantly, having everything they need to excel.

The Takeaway
A few extra minutes can transform the outcome of an entire day. Effective huddles help set expectations, build confidence, and equip every team member with the knowledge and clarity needed to do their best work.

For more strategies and best practices, watch our ongoing video series Conversations with Service & Support Top Performers.