How To Overcome The Mountaintop Mindset

How To Overcome The Mountaintop Mindset

By

Eric M. Twiggs

“Everyone who’s ever taken a shower has an idea. It’s the person who gets out of the shower, dries off and does something about it who makes a difference.”

–Nolan Bushnell 

Several years ago, I was speaking with a shop owner named “Mary” who was shorthanded on technicians.  I gave her the following advice:  “you should do a tool raffle where your vendor raffle’s off a $250 gift card on your behalf, to the tech’s in your area. 

You could then network with these candidates and have them refer you people they know of who are looking for a new shop.”  “OK, I’ll keep that in mind,” said Mary with a disinterested tone.  When we spoke the following week, she hadn’t implemented my suggestion.

Three weeks later, Mary was back at her shop after attending her first 20 group meeting.  I could tell that she was re-energized and was curious to find out what happened.  “What new ideas were discussed at your meetings?” I asked. “Eric, we talked about this great idea of doing a tool raffle with the technicians in the area.  I plan to make this happen today!” 

Shaking my head in disgust, I sarcastically replied “Great idea Mary, never heard that one before!”  Why did her opinion of the tool raffle idea suddenly change?  It’s because Mary had what I call a “mountaintop mindset.”

It's human nature to place a higher value on external ideas.  In the movies for example, whenever the lead character is seeking wisdom, he embarks on a journey to find the guru who resides at the “top of the mountain.” 

His remote location adds to his mystique and makes the advice appear more valuable.  If the same guidance came from the guy next door, the main character would reject it.    In other words, someone with a mountaintop mindset views external ideas as coming from “on high” while discounting those from a local source. 

Has your writer ever ignored your advice, then suddenly had “an epiphany” after hearing Randy Somers say the same thing in service writer class?  You’ve been advising them to exit schedule for months, but after hearing Randy, it’s become the greatest idea since the invention of the internet! 

This is an example of the mountaintop mindset at work.  So what can you do to move beyond this mentality?  Keep reading and you will learn two keys to overcoming the mountain top mindset. 

Agreement

In his book Influence: The Psychology of Persuasion,  Robert Cialdini concludes that people have an innate desire to stay consistent with the verbal commitments they make.  He proves this point by telling the story of restaurant that was having a problem with appointment no- shows.

The hostess would take the customers reservation over the phone and then tell them to call first before canceling.   Since just telling people to call wasn’t working, the owner changed his approach.  Instead, he had the hostess asked for agreement by saying: “If you have to cancel this reservation, do you agree to call within twenty four hours to let us know?” 

This minor shift resulted in the number of no-shows decreasing by 30% because of the patrons desire to stay consistent with what they said they would do. 

Confirming agreement with your employee can help to overcome the mountaintop mindset.  If your writer says exit scheduling is the right thing to do, he will be more likely to follow through than if you tell him to do it without asking for his verbal agreement.   He will be less likely to prefer advice from “on high.”

Accountability

Accountability will help your people understand the difference between a discussion and a directive.  A discussion is when you’re openly brainstorming ideas, but a directive is when you expect your employee to implement the idea at a specific time. 

As mentioned in a previous blog, you don’t have to yell and scream to get your point across.  It’s all in the questions you ask. 

For example, failing to ask the right questions may leave your technician with the felling that he experienced a discussion about courtesy checks even though your intention was to give him a directive to comply. 

My favorite accountability questions are those requesting a timeline.  Asking the technician when he will begin to fill out the forms correctly, sends the message that you expect him to follow through.    If he believes you only had a discussion, the idea may not sink in until he hears it from an external source.   

Summary

The previously mentioned shop owner named Mary implemented the tool raffle idea and it resulted in her hiring two technicians and having fourteen others in her Rolodex.  If I had asked for her verbal agreement, and then held her accountable by insisting on a timeline, she would have experienced success sooner. 

You can experience success at your shop if you embrace these two keys as well.  If your employees verbally agree, and are then held accountable, you will overcome the mountaintop mindset. 

Sincerely,

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS.  I have seven agreement and accountability questions to help you overcome the mountaintop mindset.    Email etwiggs@autotraining.net and I will send them.