Over the last year, I’ve learned a lot from other business owners. I have learned even more from their team members.
Here are a few things worth sharing. These are small changes that could make a huge difference to your culture and profitability.
1. “We could have better uniforms.”
Chris is a drain-cleaning professional. He was fed up with the uniform service the company was using. The uniforms were scratchy, ill-fitting and didn’t hold up to repeated washings. He raised his hand to find a better company. Chris interviewed each of the other technicians. The tall guys wanted tall sizes. Some guys wanted vests, while others wanted windbreakers. They discussed coveralls and T-shirts and cotton versus blend fabrics. He had meetings with a few uniform companies. Chris knew the approved budget, and negotiated prices and cleaning options. Then, he made his recommendations, and the owners said, “Yes, and thank you.”
Lesson: Establish the parameters. Then let your team make decisions on the things they are required to use and wear.
2. “Clean requires cleaning tools.”
Bobby and I were on a ride-along together. He was replacing a disposer when he tipped over a container of cooking oil, which was under the sink. The cap wasn’t on the bottle, and we were instantly in the middle of a big, sticky mess. He had one clean-up rag on his truck, so we had to involve the homeowner for cleaning supplies. She was not pleased, and it was embarrassing.
Afterward, Bobby said, “We are allotted a few towels once a week. Most of the time, I buy my own cleaning supplies and keep them on the truck, but it gets expensive. It’s frustrating because we are told to clean up after every job.”
So Bobby suggested to the owner that they install a laundry sink and a washer and dryer in the shop. That way, every Tech could throw their rags into the wash as needed. The owner also agreed to provide cleaning solution and paper towels as standard truck stock.
It was a great solution.
Lesson: If you want it clean, don’t scrimp on the cleaning systems or products.
3. “It’s OK if it’s tough, as long as it’s fair.”
Steve is a field supervisor, which means he oversees a team of service technicians, as well as being a tech himself. He told me he was going to write up one of his techs for not using a new procedure. I pushed back a bit. “Are you sure that you have instructed him properly on it? Are you being too tough?” Steve wouldn’t take it. “Yes, I have verified that he knows the procedure. He isn’t using it. When he doesn’t, it creates problems for the dispatcher and the other techs. So, yes, I am being tough. But I am being fair.” What I have discovered is that when you engage team members to be leaders, they are often better leaders than you are. My softening the situation would just be undermining Steve’s authority. Writing someone up is a good way to help them get back on track. And, it shows the team where the line is, and what the consequences are.
Lesson: Don’t lower your standards. It’s OK to be tough.
Your team will fix everything. Ask their opinion. Give them the projects.
They will grow your company. They will make your dreams come true. That’s what I’ve learned.
Ellen Rohr is an author and business consultant offering profit-building tips, trending business blogs and online workshops at EllenRohr.com. Her books include “Where Did the Money Go?” and “The Bare Bones Weekend Biz Plan.” She can be reached at ellen@ellenrohr.com.
