Your daily goal doesn’t have to be static, and in fact it should not be the same year round. Look at your plan for the year, and look at reality — set your numbers based on the fact that things may have changed in the business in terms of weather, personnel, or outside events. Only then can you define your win.
Think about your business and those employed by you. Do they love their jobs? Are they proud of the company they work for? Happy employees mean happy customers, and not the other way around! If you are unsure of the culture of your company, it may be time to re-evaluate the top five qualities of businesses with GREAT culture.
Budgets are important, they define the win and give us our daily and monthly goals to help us keep track along the way. Do you know what your numbers need to be for 2017? Going into a year without even a simple budget can leave us hoping for the best instead of acting with focus and purpose.
Sometimes the temperature means that we will be busier than normal, or whatever is falling from the sky might make travel around our area challenging. No matter what is happening outside, when we answer the phone we need to be better than the weather.
Do all of your service technicians provide service that is repeatable and consistent? Think about your service department for a moment. It is profitable? Staffed properly? Is it steady in workload? Are you growing? Is it a department you’re proud to run?
We all know that the peak seasons are physically demanding. The hours are long, the days are short, and there are often too many calls to get to efficiently. We all prepare for the peak seasons, but what about the slower seasons? Are you prepared? Do you have a plan?
As 2016 comes to a close, I’m left reflecting about the many conversations I’ve had with owners and leaders throughout the year. I find that many of those conversations contain simple, yet powerful phrases of wisdom that have been graciously shared with me over the years. I now get to pass these on for others’ consideration. I thought I would conclude my final blog of the year by offering three of these gems that I’ve found most impactful in my life and career.
I often ask business owners and managers if they are happy with their current team. The most popular answer is, “Sure…” That word is said without confidence or conviction, which indicates that I need to dig a little deeper. So, I use my standard follow-up: “Rank your team from best to worst — don’t overthink, just off the top of your head.”
I’m talking about 2016. Where did it go? We started with so much promise and expectation. Each year is a new race full of promise, hope, and challenge. Some of us exceeded the previous year, and better yet, our plan. That is a beautiful thing because it means we had a plan.
Last month, in part one of this two-part blog, we reviewed why building value starts with your customer service representatives (CSRs), and got into some of the how your CSRs can do so. This month we will continue with the how.