Chris Collins explains why walkarounds and punctuality separate high-performing service teams from chaotic ones. The key is making walkarounds habitual, part of the culture, not optional. Either advisors commit to the practice or they're out.
The advisors would be approaching the customers, they would be building rapport doing walkarounds. It would feel systematic and organized in the low performing service driver be chaos. It would be. Well, the question from that manager, which you've heard many times at coaching meetings, would be, well, how do I get my advisors to do walk arounds?
Or which could be the same as how do I get my advisors to show up on time.
I can't even remember a time when they weren't doing walkarounds. My guys were just so thorough. It's just a habit. It's part of the culture. I don't think anyone even would imagine not doing it that way. So it's hard to remember that far back. But you have to have a line in the sand with being late or doing the walkarounds. You either do it or you can't be part of our program.
