How we roll - an operating philosophy
"We don't do business with companies. We do business with people." Simon Sinek
Leaders must constantly give guidance and intent - specific and general, to steer their people and drive their organizations to excellence. In the U.S. Army soldiers clung to commander's guidance and intent. Ignoring it or forgetting it could be catastrophic. Leaders became experts at it and gave it constantly so that it would be put to memory.
In my small businesses - window fashions and painting, I give intent almost daily directing my people to an envisioned end state. I teach intent constantly to budding leaders as I believe it is the definitive way to direct people. You can read more about intent in my first book or visit my website for a short paper explaining intent-based instructions.
As I led my small businesses, I found that we fell into a batch of operating philosophies - beliefs, concepts, and attitudes which gave us our competitive advantage. I often talk about how exceptional we are - how we are not an average ____ company with average people. This exceptionalism I've captured in an operating philosophy. I am indeed referring to culture but this is directed toward our customers. It's what we do or "how we roll." Here are a few.
Get the customer to yes. Find a way to get them what they are asking for. Do your best, within reason to solve customer problems. If we do not provide a service they are looking for, refer them to one of our partner companies for help.
Get personal. Remember, we are forming relationships with our customers. People will choose to do business with us if we form a relationship. This means asking polite questions about their home renovations, where they may be from, or other general questions which build relationships. Use first names and mix in ‘sir’ or ‘ma’am’ when communicating with our customers.
Over-communicate. Never leave a customer wondering or guessing. Leverage our automated systems to communicate with our customers. If you will be late or there is a change to the schedule, communicate that immediately. Always be thinking of when you should communicate.
Educate them. Teach our customers about our profession. Walk them through the job explaining how it will go down - how you will, step by step, complete the job, what materials you will use, etc. Our customers will decide to work with us based on the information we provide.
l allow my people to alter these as needed. For instance, if we are being asked to do the impossible, we may have to tell a customer it cannot be done. Under these operating philosophies though, we will go the extra mile before we deny them. Instead of a cold "no," we will educate them as to why but only after we have exhausted all of our research and problem solving. Again, it is what makes us unique and competitive.
Philosophies such as these must be at the forefront of all a business does. It is not enough to hit print, hang them on a wall and believe they will be espoused. Create them with your team, talk about them often, weave them into your daily guidance, and stop the team to revisit them if ever they are violated. It's how you should roll!
Make it Personal!
Rob
Rob Campbell