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Do you prepare ahead of time or do you just roll with it?
In many industries we are trained to “be prepared to roll with it.” Which is someone’s way of saying “We don’t know what to expect.” This is such a problem that when it happens frequently enough it becomes embodied in the culture of a corporation. “Just roll with it. Just get out there and take care of it.”
Why does it happen?
- You are good at rolling with it.
It becomes expected of you.
Others may not know how to prepare.
You don’t want to bother the customer.
The customer is an idiot (so you think).
What are the consequences of allowing this to happen?
- The process is inefficient and causes a loss of revenue.
Loss of revenue comes from wasting time and looking bad.
YOU look like an idiot when you show up un-prepared to fix the customers problem.
When you look unprepared the client is more likely to contest the charges with “Hey – you should have asked, I would have told you and you could have brought the parts!”
What to do about this?
- Start with a conversation with your clients – ask them for details.
Expect those details to come out in the clients perspective and words – Ex. “Where is the pipe leaking?” might be a question to ask if you want to determine the right type of patch to bring. Their answer though, might be “Near the wall where it turns.”
Review previous jobs to determine what they share in common categories. Piping is a category. So is steam. and so is Product in the piping. Determine which is the best question to ask most of the time.
Create a standardized job order form used to collect information from clients before scheduling the job or a sales person to do a pre-job walk. You may want to create a form for each specific service line.
Good enough is the enemy of great.
So, roll with it or be prepared? The tipping point between good and great is often relatively little effort.
If you want help as a manager or to support a manager or supervisor, we should talk. Call me at 925.757.7473 or contact me here. Be sure to mention that you found me at MVP Seminars.
Bart Gragg
Blue Collar University® – It’s What’s Above The Collar That Counts!
New manager and supervisor training and orientation programs.
Tags: Blue collar, Professional image