Irish playwright George Bernard Shaw once stated, “The single biggest problem in communication is the illusion that it has taken place.” Have you ever found this to ring true as you think back on some of your conversations with your employees?
Have you ever told your team what you want your company to sound like? Seriously, what do you want your business to sound like on the phone? If this is a foreign concept to you I am challenging you to put some thought into it.
Have you ever found yourself frustrated with trying to get your techs to implement a new process or hit performance targets? Have you thought, “I don’t know what else to do; I’ve trained them, I’ve told them, I’ve asked them, and I’ve even begged them, but they still won’t do it?” If so, keep reading; we’re going to discuss this issue.
Owners and managers take note; weather is happening. This might sound silly, but good and bad weather is all around us all the time and yet we wait to react until things get extreme. This behavior really needs to stop.
Do your employees believe in your company? Your people can’t sell your company unless they do. This is especially true for your customer service personnel. One of the keys to improving their performance is to get them to believe in your company.
Problems usually happen when you’re too focused on the results and fail to recognize all the activities that are leading up to those results. That’s why it’s important to take the time to identify, measure, and address.
You have certainly earned your big fancy office but what does it say to your team? I travel to a tremendous amount of small businesses that cover a lot of trades and I always ask for a tour. I want to see everything so I get a view of the workspace but, more importantly, a glimpse into the owner’s mind regarding different departments.
Busy season is right around the corner and you are eagerly awaiting the tidal wave of calls that are soon to roll in. So what do you do? Typically, push your team to run more calls per day, in hopes that not a single customer will slip through your fingers.
Tune-ups, spring checks, club member visits. I don’t care what you call them we are quickly approaching that time of year again and what are you going to do better this season? I ask this all the time because a large number of contractors look at these visits as a nuisance or a chore.