This content was created by Chris Collins. This content was uploaded by Chris Collins. This is a YouTube video titled "Handling A Sacred Cow Who Doesn't Own Their Mistakes" featuring a conversation between Chris Collins and Christian. The video, created on February 24, 2023, discusses how to handle a difficult employee in a service environment, offering various strategies and insights into managing such situations.
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Cool little parlor trick.
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It's a tough ticket.
Let's go to today's question.
Hi, my name is John. I work in a small independent shop. And we go. It's a pretty good deal. The one thing I got, and it's. I'm sure every shop has it, but mine's interesting. I have got a guy that's been with him for 15 years. He's walked off the job numerous times. He keeps coming back. He can fix anything. But when he has a comeback, he finds every reason why to blame it on somebody else. How do I handle this to the best of my ability? Because sometimes I feel my hands are tied. And by the way, to put customers on ice. You guys are gods. That's the most awesome thing I've ever used. I use it every, every time I have opportunity. Thank you, guys.
I love it. John, so how do you handle a sacred cow that doesn't own his mistakes?
Oh, my instinct is to tell you to make them very irrelevant.
So we've set the precedent for this guy. If he doesn't like it, he can leave the job and then we'll take him back whenever he. Whatever the other thing that he's doing doesn't work out.
Rules. This fellow needs rules. I don't know. There's so many times that I've seen businesses where they think that they have that person, the sacred cow you can't live without. They leave and everything gets better. So I wouldn't be afraid of the unknown, but I would probably be focusing on ways to get the power back if I was John.
God's A little strong. I mean, like minor deity.
God is all powerful. Is that what you mean?
No, that he said that this is godlike because we did the put them on ice thing. I was thinking like lower deity, like maybe not full God.
You feel like a assistant cardinal.
Yeah. Yes.
Rather be God than the Pope, I think.
Yeah. I don't care either way. I'm just pumped that it works for him.
Yeah, I don't.
Yeah, it doesn't matter.
I don't care. We're just dudes.
And I'm torn about this one in the sense that you could go two ways.
I feel like I want the obvious way, but I'm really curious to hear you on the other ways.
The first thing that you could do and this would work is you could just accept it.
So you could say like, hey, he mostly is good. Every once in a while he has an episode. And I can manage around the episode.
And if you make that your context.
You know, like the devil, you know, kind of thing. Yeah.
Just set your expectations where you're not disappointed. Like, just set them a little low and accept it.
And I know you can make the case there. Well, the customer, this and that. Yeah, it's true.
But you can.
If you're good, you can manage the customer. It's probably easier to manage the customer's perception than to fight with this guy.
Okay, that makes sense.
That's tactic one. The opposite side of that is you could go all in, take him to dinner, meet the wife, and then start.
Doing.
Kind of planting of seeds.
And build a real friendship with the guy and get to know him and understand that when somebody is reacting like that. So just think about this from a, from a psychological.
Analysis point of view. When people are overreacting like that, that isn't the. That's the outcome of something else. Right.
It's not the cause.
So him blaming other people is because he.
Most of the time your ego or self esteem are so low that accepting any mistake is a validation of your inferiority. Okay, so think about this for a second. So.
You make a mistake that's exactly like my mistake, but my self esteem is low. So yours isn't. You don't think, you think like, oh, well, that's a mistake and I could get better and you know, things happen or whatever. You laugh at yourself. Right. You like, you're like, I'll make sure that doesn't happen again. Right now I have very low self esteem. Nobody ever told me that they loved me. I have all kinds of issues from my childhood that I'VE been carrying around forever.
Don't get me started on that. Yeah.
If you want this might a drive by would be the perfect time for us to talk about your childhood trauma. But.
If I was to accept the mistake, I would be validating how bad I already feel about myself. And so I gotta, I gotta puff up my chest, I gotta make all this drama, I gotta deflect. And so what you gotta do, and you know, you're probably not equipped to do this, is you gotta go in there and raise the self esteem and then address the accepting of responsibility. But that's, that's calculus. It might be easier just to accept it.
Wow.
And I'm assuming that we can't, you know, we can't find somebody else, that he's a sacred county. You know, I've dealt with sacred cows before and I had to manage around them and it was, you know, family members of the dealer, things like that. And it is what it is. Like the sooner you accepted and manage around it, the more. I mean, I remember I sent a guy home and paid him for three.
Months, which is the best thing you possibly could have done in that particular situation.
He should have been fired and I couldn't fire him.
Yeah.
So.
So you try to get him on your team as best as humanly possible. And if that doesn't work out, then you have to make a choice of whether that's something you want to play with or if that's something that, that you want to go somewhere else and try and figure it out.
But I don't know what you're gonna find when you dig into their personal life and you like take them to dinner with their spouse. You're gonna see all of those self esteem issues right in front of you. If you're looking how they interact.
That'S such a lens into someone. I think that maybe we should tell.
Like it's depressing.
Yeah. Take all of your people out with the spouse. Like you learn so much, don't you?
So much work.
Even those good people I'd still want to take out to dinner.
I'm saying in a normal situation, if John asked us this question, I would say find somebody else.
Yes.
Which is what my answer was. Now we're just saying for the fun of this exercise, that is an option. So now we're going to plan B. Plan B would be to then ignore it because you can't fix the guy. Now A far far C is trying to fix the guy who doesn't want to be fixed. Dealing with things that you're not probably trained to do.
Right.
You're not a psychiatrist.
Yeah. John strikes me as a man of action. He's going to figure this out.
I would say ignore it.
Okay. Wow.
Great question, John. I love it. I would love to, if you let us know down the road what you try, whatever we're saying isn't going to work as good as putting them on ice.
Yeah, that's.
The put them on ice thing is a. It is. It almost isn't fair. It's so great.
We got a lot of those little tricks.
That's good.
Okay. Thanks, everybody. We'll see you next time on Service Drive Revolution. Thanks for watching this week's Drive By. I hope we gave you something to think about over the weekend. We're uploading new stuff every day, so make sure you subscribe and click the bell and bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video.
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