The Easy Button

  

"Most people have the will to win, few have the will to prepare to win. Bobby Knight

The year was 2007, and I was the new District Manager for twelve shops that ranked in the bottom 10% of the company in profits.   My first visit was to the Salisbury Maryland location to meet "Dave", the service manager. 

 Here is how our conversation went:  "Dave, are you scheduling the next service for your customers?"  "No, Eric, our customers in this area don't like to be scheduled."

 "Why aren't the tech's doing the courtesy checks?”  "I tell them to do it, but they don’t believe in them."  "Dave, why are the technicians wearing sneakers instead of the safety toed boots?"   "Eric, the guys feel that the sneakers are more comfortable." 

Raising his voice, Dave asked: "show me in writing where it says I have to get my guys to exit schedule, do courtesy checks, and wear safety toed boots?" 

 I responded like any graduate of the George Zeeks School of Leadership would:   I grabbed the yellow legal pad from his desk, ripped off the first page, and wrote: YOU have to get  your guys to exit schedule, do courtesy checks, and wear the safety toed boots!   I handed him the paper and said:  "Now you have it in writing!!"

Later that day, I wondered what kept the Salisbury team from implementing the processes.  And then it hit me.  They were looking for the easy button.

Everyone working for you wants to succeed.  I'm sure your tech doesn't go home bragging to his spouse about having the most comebacks!   Since its human nature is to choose the path of least resistance, people will default to what's easy if your standards are unclear. 

So what can you do to keep your team from ignoring the processes and pushing the easy button?  As you keep reading, you will pick up two ideas to improve your team's compliance. 

Communicate Your Non Negotiables

I recall having a shop meeting where I explained in great detail how to fill out the courtesy checks and why it was a good idea.  With a smug look on his face, one of the techs asked me:  "what's in it for me to fill out the form?" 

 I responded by reminding him how he would get the benefit of continued employment at the shop!  I never had an issue with him doing courtesy checks after that, because he realized this was a non-negotiable.

When enforcing on your non-negotiables, ask your people if they believe that what you are asking for is good for the car, the company, and the customers.  Have them explain how and why all three areas will benefit.  

 It will be hard to push the easy button, after they tell you the process is helpful for the customer, company and car. 

Conduct Your One On Ones

The weekly one on ones, give you an opportunity to check in with your team member to review his execution of the non-negotiables.  I recommend creating a show me list of items he will bring to the weekly meeting. 

 For example, if following the phone process is on your list, have him show you the completed phone log for that week.  For exit appointments, he can bring the daily tracker that details who was exit scheduled. 

Having your meeting on the same day at the same time each week creates accountability.   He will be less likely to push the easy button on Monday, if he knows you will ask him about it on Wednesday at 2pm.  Your people will respect what you inspect.   

Conclusion

I communicated my non-negotiables and conducted weekly one on ones with Dave, my service manager. 

 Within a few weeks, he became one of my best managers and a solid team player who helped me enforce the processes in other locations.  If it worked for me, why not you? 

  

Sincerely,

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

  

PS.  Looking for an easy step by step process for conducting One on One's?  Email etwiggs@autotraining.net  and I will send you the 5 steps to an effective one on one!