While I work with a lot of contractors, I have zero technical skills. I have a thimbleful of financial knowledge (which is luckily all you really need).
However, I do have the smarts to know that your team, the front-line technicians, will help you fix whatever is broken in your company. As a consultant, sometimes I run into resistance as I work with clients and their team members. To break down some of the barriers, I started riding shotgun in the work trucks.
This technique also works great on a side-by-side in the office or on the store floor for the manager or small-business owner who wants to engage with front-line staff. When I ride along, here are my intentions:
1. To make a friend.
2. To learn something.
3. To be of service.
When I hop in the truck, we make conversation and the resistance start to melt. I learn about his family. I discover that he is into NASCAR or classical music or Wes Anderson films. Then, I ask questions:
• If you were in my shoes, what would you think I should know, or do?
• What are we doing that is getting in the way of you serving customers or doing your job?
• What keeps you working here?
And he tells me.
Every time I ride along, I am struck by how powerful and important it is to spend time with your front-line team members. They know what’s happening, and they are the key to fixing problems.
When you ride along, you will find that there are one or two things that a technician is doing – or not doing – that is getting in the way of his being more successful. So, hop in the truck, and see what happens. At the very least, you could get to know each other a little better. Then, you can build on that relationship. That’s when things get really good.
The conversation might go something like, “Jack, how about if I ride shotgun with you today? Once we get to the customer’s home, I am going to be quiet. You’re in charge. After the call, when we get back to the truck, I will share my observations. If I find one thing that – if you were to do it – may make life easier for you and our customer, may I share it with you?”
Ideally, the reply is, “Yes, that would be great.”
Each tech is different. You won’t know what he’s doing or not doing until you see for yourself. When you ride along, you will spot practices that are causing him to fail or work harder than necessary. Most often, I find that technicians jump right into fixing stuff and neglect to consider what the customer needs and wants. They can “fix” that problem by asking a good question or two before they start the diagnostic work. Take note of what he is doing right, and share that. When you are back in the truck, share one thing to work on.
Jack will help you improve, too. If you take one of his suggestions and implement it, he will appreciate it. You may even get his agreement to head up the project.
Ride alongs and office side by sides are easy ways to gain understanding and buy-in all around.
Ellen Rohr is an author and business consultant who helps entrepreneurs start, fix and grow their businesses. She conducts a monthly webinar, and her books include “Where Did the Money Go?” and “The Bare Bones Weekend Biz Plan.” She can be reached at ellen@barebonesbiz.com.[[In-content Ad]]
