Never Settle for ‘Never Never’ Land
Hendersonville, TN, just north of Nashville, is home to many of Music City’s celebrities and successful entrepreneurs, including one of our clients—a well-known fire and water restoration company.
My friend Kent, the owner, and I were reviewing and updating his company’s quality control systems and adding the necessary prompts to ensure its new wireless hardware and updated MIS software will have minimal input errors when used by its technicians.
These are mandatory updates, as ordered by my client’s franchisor, in order to retain certification. Kent was on a tight deadline to implement these new systems, or risk losing a large share of his business. To Kent’s mind, that was “Never Never Land!”
The largest hurdle to overcome was how to ensure the input of correct data.
If one of the company’s technicians entered INCORRECT moisture and drying data, and uploaded that data to corporate headquarters, it could cost thousands of dollars in lost revenue and many hours of lost time trying to make necessary corrections. The good news was, this client company was already ahead of the game with its written Quality Control Checklists for every process. Now all we had to do was minor tweaking.
It was gratifying for me, working out the various prompts with all the technicians and other members of Kent’s team, as I had been able to be with them from the beginning of building the company’s Operations Manual/SOPs. After literally hundreds of hours of writing, it felt great to revisit them and see the systems still working as advertised.
However, the real surprise came when Kent and I took a break for lunch and he asked me to read a marketing plan he had developed for his company. I was quickly able to see why he was so energized! His plan has the potential to take his business to a whole new level—and I could easily envision him becoming a top leader in his industry.