Chris Collins tells service managers they're overwhelmed because they're doing their staff's job. When employees bring problems to you without context or owning the solution, you catch the work instead of holding them accountable. Stop doing subordinate tasks.
Whenever I go into a parts or service department, sit in the manager's office, and I watch how often the phone rings and how many people come in and lob stuff that they should be doing. And what's always interesting is the manager never stops and thinks, why am I doing this? They just catch it. Why are you getting a paycheck and I'm doing your job? Example. Hey, boss, I got this customer.
And that's all they say. They don't even give you the backstory. This customer, he was in. This guy wants to talk to you. Yeah, whatever. Whatever it is. Your job is to handle customers. Why would I? I mean, me being the manager, I should be able to sit here all day and talk on Facebook or LinkedIn or whatever. Sudoku.
