A (24:14)
This is from Ben in Hartford, Connecticut. Dave, I run a 14 person home services business and lately we've been dropping the ball. Missed appointment windows slow follow up miscommunication between the office and the field. Everyone keeps blaming someone else and I can't tell if this is a person problem or a systems problem. What's the first practical step to figure out where the real breakdown is so I can fix it without guessing? Well, the good news is you run a small enough business that you can step on this pretty hard. I simply would put everyone in a room and say no more. We work too hard to get the customers, cost too much to acquire a customer and to mistreat them with missed appointment windows, slow follow up and miscommunication stops now. And you can't blame somebody else. It's your job. If you're sitting here, it is your job to make sure the appointments are hit, to make sure that the follow ups are instantaneous and to make sure that miscommunication between the office and the field goes away. It's your job to step on it and fix this. And we are not going to do this anymore. And if you do this anymore, by doing it, you are stating you don't want to be here. Because I just said we don't have slow follow up, we don't have missed appointment windows as of right now, period. And so it's a condition of further employment. In other words, you get to keep your job if we stop doing this because I'm not going to tolerate it. We're not going to live like this. Life's too short and I'm not mad at a certain person, but these processes that are breaking down are absolutely ridiculous. Now you guys tell me what we need to do to fix this so it doesn't happen anymore. And tell me without pointing at a person, because I don't think a single person is the problem. I think everybody's contributed something and everybody's contributed nothing to this problem. So as of right now, without throwing somebody under the bus, what do you think we need to do to make sure that there's not any missed appointments? Why are we missing an appointment? What happened? Well, it didn't get on the books. Well, why do we not get it out on the books? We need some better software. Okay, good, let's get some better software. We need a follow up. But you're not running something big enough that you can't watch all three of these things very intensely with your hands up to your elbows down in the business getting muddy all the way to your armpits. Finding out what the flip is broken here. You got to get down in this. And when they see that you're down in it, they're going to go, oh, he's not kidding because, oh, I'm not kidding. We're not going to do this anymore. So first you lay that baseline, then you say, okay guys, now you help me. What can I do to help you? Because I'm going to be helping you. I'm either going to be helping you out or I'm going to be helping you out. So I'm going to be helping you. What are we going to be doing? Help me help you. What have we got to do? What have we got to do to get here? Because we're not getting here. If you need some software, if I need a better system, if we were short on one person's got too much stuff piled up on them and they can't get to it. All of that's fine. We haven't allocated for traffic because now in Hartford, Connecticut there's traffic and during COVID there wasn't. And now we have to drive in traffic to get there. And so we have a missed appointment or we're late and slow follow ups and all that stuff. So we're just not going to do this anymore. We're going to follow up. And by the way, we have a new rule. All customer emails and phone calls are answered within 24 hours. So if one comes to your personal inbox, you answer it that day, period. I don't care if it's your job, you answer it anyway and you make sure someone is getting the job done. You look over at your co worker and you say, hey, we gotta get this done. You heard what Ben said, we've gotta fix this because we have a new standard around here and it's a standard of excellence instead of piss poor work. And we're not gonna operate this way. And so again, we're not picking on a certain person. But I can get very passionate and very angry at a broken system and at a broken lack of attention. So we don't do it this way. Now I'll give you an example of that. We had one of our core values is high levels of communication. At Ramsey we value high levels of communication. We have lots of one on one accountability meetings with each of our leaders. We have group leadership meetings, we have group team meetings where everybody's looking at each other going, what do we got to do to get this? We got squads working on projects that are holding each other accountable. We've got staff meeting with the entire company every Monday morning. We have a devotional every Wednesday morning. 100% you will gather at these times. We value communication. Many years ago we had a project that we're working on that just absolutely was an epic circus. It was an absolute freaking disaster. Everything we touched turned to poop. It was just awful. And finally when we got the thing done and got the other side of it, I sat down with the leadership team and I went, look, here's, this is what happened. We don't do this anymore and you know, we're going to fix this and whatever. And we're walking across the parking lot after the meeting and one of my young leaders who was kind of a, I don't know, full of himself I guess, came over to me and he said, you know why this didn't work? And I said, no, why? Well, I said, I think I know why. We just talked about it in there for the last hour and I don't really want to talk about it anymore. And I said it was bad communication is what it was. And he said, yeah, yeah, and it was your fault. I went, my fault? Okay, you got some backbone. What are you talking about? And he started telling me where I had broken down. And he was exactly right. You know what? And so you got to hold yourself to that standard too, Ben, that you're going to not be part of anything. You can't stand back in the ivory tower and just throw a grenade out and say, y' all fix this. No, you get up to your elbows in it and you help them fix it. But you also set a new standard, a cultural icon that says, you know, back where they can look back 20 years from now and they'll go, yeah, I remember back in 25 when we used to do that stuff and Ben came in and said, no more. And it's been no more since then. And they can look back 20 years later and say, we don't do that. So some of our communication processes, weekly reports and other things came about at Ramsey from a time where we sucked and we had to fix it and not suck anymore. And so that's what we're talking about here, Ben, is you guys suck right now at these things and you gotta get in there and you gotta help them. Leadership is service. You step in and serve the team by helping them and making sure that they have the tools they need to where we don't have any more missed appointment windows, any more slow follow ups, any more air quotes, miscommunication. Miscommunication usually in this situation falls under the heading of I don't give a crap. And if you don't give a crap, you don't get to work here. Cause we all care. We all act like we own it and you don't get to stay here. So miscommunication is I didn't care enough. I mailed it in. And I'm like, well, he didn't get it done again. I roll my eyes instead of making sure it freaking gets done. Take the bull by the horns, make sure this happens. Take the ball in your hands, put the bodies in the lane and drop the stinking ball through the hoop. Knock everything down until the freaking goal is accomplished. And that's everybody on the team has got to have that mentality. And that's a fired up and wired up thing, that this matters and we're going to fix it. We're not going to mail it in again anymore on these particular subjects. So the good news is you got a small enough team, one meeting and you will begin the process of fixing it. By the end of the first week, it'll be largely gone because you're gonna be stepping on these ants. Every time one of them runs out, you're gonna stomp it and they're gonna kill every one of these dadgum bugs until they're gone. As soon as you start paying extreme intense attention to it, the needle will move on this and you'll get it straightened out before you know it. And if a person arises to be the problem, then they're not a we. We don't do this anymore. So we can't keep you. Cause you're not a we. Every breakthrough in your business starts with a breakthrough in you. That's why you need to come to Entree Leadership Summit. You'll get insights from top thought leaders in the leadership and business space like Will Guidera, Vanessa Van Edwards, Brian Buffini, and more. And the best part is it all happens at Disney's Coronado Springs Resort in Orlando. To join us May 17 through 20, visit entreeleadership.comsummit or click the link in the show notes. Thanks for joining us. If you want to help us out, click the follow button or the subscribe button. It matters. Those algorithm thingies in the Internet, they work so those five star reviews, it changes things. When you share the show, tell people about the show, they come listen to us. It makes a big difference and it has made a big difference over the last couple of years. Thank you for the hockey stick growth we've had up and to the right. We appreciate you guys sharing and telling people about us. If you want to join the show, be sure you're with us at 844-944-1070. That's the number, 844-944 10. Jeff is in Lincoln, Nebraska. Hi Jeff, how are you?