4 Steps to “I Quit!”
I said, “Bob, I understand and I don't want you or your employees doing any redundant systems, if it's going to bog them down and cost you time and money. However, I would ask you to answer this question: Do your techs process jobs consistently, meeting your high-quality standards? I mean, do they process the jobs as YOU would, if you were doing every job yourself, OR if you were onsite watching every step they make?”
After a long pause Bob said, “No.”
“Okay, Bob,” I said, “I believe that's the level of quality and accountability that’s needed, and I believe that's what you are looking for. You’re right, seven pages is a long checklist, but I know other companies in your industry that are using them successfully, saving time and money. I know that if one of your tech’s misses just one or two prompts on this checklist, it would be very costly to your company, not to mention, the job would be placed on-hold until all prompts were done correctly.”
I completed the demo thinking I had really upset this owner. Maybe I was too pushy and he would never become a client, as he hardly spoke after that exchange.
Four days later, I was very surprised to get a call from Bob, saying, “Philip, I have been doing a lot of thinking about what you said in the demo, and about the detailed checklists you demonstrated. In fact, as I have been observing my managers’ interactions with our techs, I have repeatedly heard them tell the techs, “You need to remember” this or that. I called a meeting with my managers and asked them why our company asks our techs to “remember” so much detail, to the point of frustration.
Bob said he told his managers that he was beginning to see why their people get frustrated and QUIT. He told me he had observed FOUR STAGES with many employees at his company:
- Excitement at first working for the company.
- Self-disappointment, when committing errors on work that is very detailed.
- Declining MORALE, from being reprimanded for errors made, and constantly being told to “remember” this or that, so as not to make the error again.
- Finally QUITTING, feeling they cannot live up to our company’s standards.
Obviously, Bob had done much soul-searching since the last time we had talked, and I was happy to see he had come to some serious conclusions. He said, “I see now that it’s not fair to them, expecting so much when we really don't have systems to deal with many of our issues. Okay, Philip,” he said, “What's the next step? I’m ready to commit to these systems and we want to come aboard.”
Philip Beyer, founder/president of Ebiz Products LLC and founder of Beyer Printing Inc. in Nashville Tenn., is a chronic entrepreneur, business systems analyst and consultant. Author of "System Busters: How to Stop Them in Your Business" and recipient of an InterTech Technology Award for the design and development of System100 business process management software. Beyer speaks to business owners across the country on how to bring lean, sustainable order to their businesses. Contact him at (615) 425-2652.