Years ago, my youngest daughter was with me while running errands. We stopped at the bank and got in line behind six or seven others. The bank had stations for four tellers but only one was occupied; you could see the one teller was frustrated. She was doing her best, but the line was just getting longer. It didn’t help that the customer in front of her was difficult.
There were four other bank employees behind the same counter. Two were involved in a personal conversation, laughing and talking up a storm. Another was on the phone and didn’t look at those of us in line. The fourth was busy filling in some charts and counting money. A manager, across the lobby at her desk, occasionally glanced at the line and at her employees, then returned to her paperwork. No one lifted a finger to help those of us waiting.
We finally got out the door and headed for our car. On the way I explained to my daughter that in a service business, the client’s needs come before the business. The client is the reason they are in business, and always gets their best effort.
In a systems company, the client is someone they deal with when they run out of other things to do.
Like what you’re reading? Watch Michael’s
Making The Numbers Work in Construction class. 12-hour intensive online class to strengthen and build your construction business.
Order it Here
I asked, “Would you call this bank a service bank or a systems bank?” Without batting an eyelash she replied, “That’s easy, they are a systems bank.” Nine years old and she pegged the bank exactly right.
I asked if she could think of other businesses that might fall in the category of a systems business. “The Post Office,” she said without hesitating. She’s right, most government offices could be called a systems business.
It isn’t only large institutions that become a systems business. A small business can also develop a systems attitude.
A few weeks ago, our electric gate stopped working. The service person came out, told us the arm needed to be replaced and promised that someone would send a quote so we could get the process started. Two days later we called to ask the status of the quote. Two days after that, we received the quote. It took almost a full business week for a large gate company to provide a quote to replace a single standard part on a standard gate. While waiting we contacted another gate company who came out, looked at the system, and provided a quote on the spot. He did the work two days later.
A systems attitude starts with the owner or manager of a company. In a systems company, you follow company rules and do the paperwork first, making sure every “t” is crossed, and every “i” is dotted. All paperwork and forms must be current, correct and filled out, and everything is to be neat and tidy at all times. Following procedures is the priority. Never let the client or their needs get in the way of filling out forms, talking to someone on the phone, taking a break, or heading for the door promptly at quitting time.
Systems aren’t bad. Your business requires certain systems to run efficiently. Your bookkeeping, production, sales, and company management should all be governed by systems you’ve established. Those systems should tell you how, by whom, and when everything is to be done.
The bad systems, the ones we are talking about here, are ones which keep you and your company from providing the service your clients deserve. Here is an example.
Time management gurus say you should do things in blocks. Answer all emails at one time, return all phone calls at one time, do all your errands together, etc. I agree with running errands all at one time, but I absolutely don’t agree with waiting to return phone calls. When a call comes in, answer it. If you are not in the office or unavailable, return the call as soon as you receive the message.
When someone is good enough to call you, you should give them some time. Their time is every bit as valuable as yours. I’m assuming, of course, that this is a business-related conversation.
By the way, when the phone rings, it is everyone’s job to make sure it gets answered, preferably by the third ring. If you own the company, set a good example and answer the phone.
If possible, emails should also be responded to as quickly as possible. Clients, potential clients, and suppliers who want to communicate with you should be answered as soon as feasible.
Check your own company for systems that might have crept into your business. When a procedural change is suggested and you hear “But that’s the way we’ve always done it,” or the more subtle “Yeah, but . . “, those are signals that your bad systems are alive and well. Time to make some tough changes.
Other things to consider:
Are you spending time chatting at Home Depot that could be spent working with clients or building estimates? Do you take weeks to respond to a client with a firm fixed price quotation because you are too busy doing everything else?
Is your sales presentation (or those of your salespeople) effective? Are you learning new ways to respond and work with clients to improve your sales ratio, or are you resistant to change?
How does your job superintendent interact with clients, suppliers and subs? Is their demeanor comfortable to be around, or arrogant and rude?
Are jobs kept clean? Leaving job sites cluttered and dirty at the end of the day is a bad system. A dirty job site is inconsiderate to others, a bad habit and especially in remodeling, extremely irritating to the homeowner. Take the time to clean up daily (or more often if necessary).
If you want your business to do well, keep your focus on good service. Find out what your clients want and need, and devote your company to helping them get it. As the late Zig Zigler said, “You will get all you want in life if you help enough other people get what they want.” Start today.
The knowledge and experience Michael Stone gained in his 60+ years in construction has helped thousands of contractors improve their businesses and their lives. He is the author of the books Markup & Profit Revisited, Profitable Sales, and Estimating Construction Profitably, and is available for one-on-one consultations.
Listen to the audio here, or select dots on the right to download: