BSC's Lose $$ By Ignoring These 3 Key Relationships | The Magnetic Operator Ep.1

What's up everyone? Welcome to the all new Magnetic Operator podcast. I'm your host, Kaden Hutchins. Alongside me is my favorite co host in the world, Samuel Clayton.

Thanks dude, I appreciate that.

Okay, so what is our M.O. of this podcast? The Magnetic Operator is a podcast to dive into the specific operations, the systematic approaches to business and to facility management and what it means to create systems, processes, playbooks, people's relationships, all in a magnetic form. To attract or push away the people that don't belong in your organization goes both ways and that's what this podcast is for. So we are going to dive in today. We're going to talk about the core three relationships that we are going to focus on during the duration of this podcast. Everything in organizational performance and business centers on three core relationships that in all of our experience we've realized everything revolves around one of these three relationships. Relationship number one, we're going to relate this specifically to our audience as facility managers and building service contractors. There is a relationship between a building service contractor and their client, from executive leadership to that client, the brand, the image, the communication for an in house operation works the same way. You have a relationship with facility directors that report to their stakeholders, who are their clients, who are they supposed to be satisfying, and there's a whole bundle of joy in that operational framework of relationships that matters to create excellence. The second relationship is between that senior leadership on a building service contractor side down to their frontline management, those that are handling day to day operations and are responsible for executing that goes the same as internal operations for facility management, from upper senior level management down to lower level management and how those communication channels function and what gets communicated and then ultimately, which is actually my favorite relationship number three, and that is from the supervisor and manager to the very frontline staff, empowering the frontline to succeed. That's where everything goes down. The good, the bad and the ugly. Now Sam, we've been at this journey specifically as also executives on the OTVV team. In all of your experience, what would be your insights, your favorites regarding these three relationships?

Ultimately, leaders have to lead people, right? Managers have to manage things. When you need a process that focuses on those two aspects, getting stuff done and then making sure that people are doing what they're supposed to and being taken care of, that relationship kind of intertwines. There are the three distinctions, but they all flow into one process, right? One flow, one operation. So really in my mind there has to be an alignment between all of them. And so how you create that alignment is ultimately what's going to allow you to manage the things and lead the people in these different relationships. And when that alignment happens, there's greater clarity, there's greater approach to the work that can be done. It actually gets done the way it's supposed to be or has been contracted to be and ultimately is leading to greater outcomes. And that's what you want. You want greater outcomes that lead to greater success. Greater success leads you to more opportunities to see more success. It's that compounding effect. Right, so.

So what you're saying is you want a signature mo?

I mean, yes, that is what I'm basically saying.

Yeah. I mean, you probably thought of something else.

I was about to say what you're.

Saying is there's a chance, there's a.

Chance, there's a chance.

So when I think of the magnetic operator, it's beyond understanding. It is a desire to improve. It's a desire to actually take these three core relationships and do something about it and realize that these three relationships and how they flow together is intertwined into the ultimate success of every aspect of an organization. And incredible organizational performance is going to come from. People would call it, oh, it's the customer journey. If you're an in house operator, you sometimes may not think of it that way, but regardless if it's in house operations or contracted, these three relationships and the flow of them is really is what's going to determine the organization's success. So I want to dive into this first understanding of the idea of improving these relationships. The idea of where do you start in this podcast series, what you can expect, what we go into are these types of conversations. Because let's be honest, there's probably a million different topics among these three relationships. Right. I was on a meeting yesterday on one small aspect. It was with one of my own employees. And we talked about the belief and the fears that this employee has. Now that was obviously from a senior leader to a frontline employee in that situation. And that's the other thing. These three relationships, they intertwine and they.

Skip each other 100.

You can't say, all right, I'm gonna silo relationship number one. They don't talk to each other even though we people.

I would argue though that I think when you have a lack of operation, that's actually what causes the silo.

That is true.

You know what I mean? So being able to break down the walls, that even happened in Otuvi with our organization. Each department kind of had its own silo. And we realized that it was a full revenue operation to try and enhance the flow of what the customer's journey was from the first touch point in marketing all the way to a successful customer utilizing or receiving service or product.

Right.

And so you break down silos by allowing those different groups to intertwine. And the way that intertwining happens is actually communicating, bringing up. This is the process of handoff. This is what has to happen next.

Yep.

That's how you break down the barrier.

Well and what's interesting is look the stakeholders that are trying to judge the operations of a facility management team whether it's contractor during a house you have this natural connection of the frontline staff to the people that expect and that relationship can and more often than not communication does happen with them. And if you don't have systems and processes those pieces of connections between the client and a frontline staff member is like the big no, no like oh, make sure everything funnels through. Well not necessarily. If you have a good life cycle of those three relationships and clarity exists in all three of those you can count on the interactions of a client and frontline staff happening. It's going to happen. But have you already built out when those interactions happen, how you're going to solve them, how the communication channels are going to flow? Right. It's all intertwined.

This idea of assessing and improving operations. It's not just something that can happen overnight. In fact it takes many small activities to get you to that point. We recently read Kaden Atomic habits. Some of the insights from that book were amazing. What does it take to to see small progress that compounds and leads to greater outcomes over time?

You know there's actually a quote from Coming out of Atomic habits that's probably one of the biggest insights. And it was like if you can get 1% better every day for one year, you'll end up 37 times better by the time you're done. Now when I think of getting started on everything these two improve I mind gets in a little bit of a chaotic state because there's a million things always happening and those are topics and future episodes that we're going to dive into is moving from states of from a reactive to a proactive approach. But it all starts with becoming aware. Another book that we read a couple years back was Raise your game, Raise your game by Alan Stein Jr. And he talks about that being the first state self awareness in. In a magnetic operational framework your MO the first thing that has to be distilled amongst the entire culture is we are aware. Which means there's so many things that you have to do to become aware, but tracking it, writing things down, looking at trends over time, we'll get into all those topics in the series of these podcasts, but there's just a million moving parts. And our goal of this podcast is to help our audience break it down because it is overwhelming, it is complex, and even if you've done it before, it's just the sheer time and energy and effort to go do the work that will improve things later. One of my favorite mentors right now is Mr. Dan Martell. And I was at a conference recently where Dan was up on stage and he said, your frequency is what you will frequently see. And man, that hit me because often when I'm coaching facility managers and building service contractors, business owners, if their frequency is down here, then I question, well, what are you frequently seeing? I was on another meeting yesterday with our support manager and it's really easy in a supporting role to clients and stakeholders to be on the receiving end of the complaints. And if that's all you allow yourself to see, then your frequency is going to stay down here.

Man, that's a great point. I mean, for building service contractors, facility managers, oftentimes when they get interaction with the customer, it's only when there's a problem. And if that's the only time you interact with them, then that's what is going to be your mo. So to change that, what do you got to do, right? How do you change that so that you ensure that your clients are happy, your employees are engaged, and ultimately your operation is running much more smoothly than it could be?

Well, first you gotta subscribe to the podcast because we will not cover all that in this conversation today. And it's gonna be ongoing. Here's the other thing. Processes change, best practices change, Technology gets developed, innovation happens. Education is never a one and done thing. And so when we dive into topics as we move forward regarding magnetic operations, it is important to understand that an investment of time and energy is not going to be a one time project. It's going to be a lifelong pursuit for organizational excellence.

Don't practice until you get it right. Practice until you never get it wrong.

Love it. So short today. Sweet, simple. But that's what you can expect in this podcast and we are super excited as your host and co host to deliver this incredible insight and value moving forward. So the way you get involved in this is go to kadenhutcheons.com to subscribe to email lists, check out other content that's going to be developed for this particular channel and this particular content because we are in a mindset and developing this for the state of giving. I want to elevate the building service contractors and the facility managers in this network because here's the thing about a magnet. I want to attract people that understand and are willing to do the work. What I also want to do is filter out and push away, have resistance against those who aren't a part of it. And so as your host, I want to bring this community together of like minded professionals that desire the same thing. And I feel like most people want that.

What does Dan Martell say? The Vibe Tribe.

Your vibe attracts you or. Yes, your vibe attracts your tribe. There it is. It's a good one. And we want our vibe to attract an incredible network and tribe as we move forward and develop this into something that brings a tremendous amount of value to those that are going to tune in and listen to this where they can truly.

You can truly find your M.O. that magnetic operation that you're truly looking to achieve. It's exciting, man.

And last thing, if you love hockey, you are already in the right tribe.

That's right.

Sam and I, that is our passion. We play hockey ourselves. We follow the sport. We have another podcast about hockey specifically. If you want hockey infused into organizational magnetic operation, you're going to get some here. So if you love magnetic operations and you love hockey, you're going to love this show.

It's going to be good.

All righty. Thanks for listening and we're excited to start delivering over now.

Let's go.