Simplify for Your Team

Hey, my friend, Kenny Chapman here, the blue collar coach, coming to you with a message this week about simplicity. Now, if you follow me for any length of time, you know that I talk about simplicity. When we complicate things, nothing gets done. Complication leads to stopping progress. Now our egoic mind kind of wants to complicate things. And I guarantee right now you could go through, look at some of your processes, procedures, paperwork, different systems that you have in place, and they could all probably be simplified a little bit. Anytime I go site for a client, I'm looking for areas to simplify, simplify, simplify. Can we eliminate paperwork? Can we stop doing things we were doing 10 years ago that made sense that we still do because we've just kind of ended up there and morph there, right? Last week I had the great opportunity to be on site with one of our Titanium clients, and I had an interesting setup. I had about a day and a half with 12 technicians that were kind of middle of the road, maybe struggling a little bit here and there, whatever. But what was amazing was the opportunity that I got to open them up and to find out what are some of the blockers, what are some of the limiting beliefs? And I want to share with you, my friend, sometimes it comes from confusion, right? What do we say in sales? A confused mind can never say yes. A confused mind never buys. Well, if our team is confused about spiff programs, compensation, why we're offering certain things, why dispatch handles certain calls to certain people, and how we structure things, if they're confused about any of those things, they're going to shut down. They're not going to buy into what it is we're selling, which is our process, the ultimate client experience, making sure we take care of things. So what I'd like you to do is two things. I got two recommendations today. Number one, go get in the field, do a ride along, maybe even run a call yourself if you have the technical ability. And see from A to Z, what is this like? Experience this from a technician's perspective as well as a client's perspective. So how hard is it from the time dispatch gives you the call by contacting the client, whether dispatch does or the technician does, to greeting the client, to going through the discovery process, to crafting a quality option sheet, to covering that option sheet, and going in and selling the work, getting parts delivered, finding out what's A all the way through the entire thing through the invoice, into asking for the online review and checking out of the call. Now, because I know many of you won't go do that ride along or get in the field. Here's the second thing. Create just a mind map of some sort from A to Z from the beginning of your process to the end of your process with your frontline team and what are the confusion points? Have you rolled out a new spiff this week for the person who gets this many reviews or the person who does that many yard signs? And what's the confusion? What's the translation to the front line? If they don't get it they're not going to push it. I want you to look at how you can simplify what we're two weeks in almost to 2016. It's time for you to go get yours, get that number, get your result. 50 weeks. Make it happen and keep it simple. Simple drives progress. I'm Kenny Chapman, the blue collar coach until we talk again. Have a better than fantastic week and I'll see you next time.