Paperwork worth Its’ weight. The little stuff That matters.
Paperwork worth…
Its’ weight
If there were ever a task that all of us could agree is pretty much a PITA, it would likely be writing that darn service report. Typically, we’re already running behind for our next call by the time we’ve wrapped up servicing the machine and now we have to take another precious fifteen minutes to elaborate on what we did!
The temptation’s great to blow it off – especially since the day shift manager doesn’t seem all that interested in hearing us recite a lot of (to him) minutia about operator training, cleaning wash arms and straightening bent scrap trays.
Of course, that’s the same shift manager who’ll bad mouth you to the general manager after he’s criticized by that GM over his lack of oversight in the dish room … which resulted in numerous customer complaints about less than spotless tableware the day before. He responds by telling the GM that it’s all your fault … that you don’t come regularly, and never really properly service the machine, or bother to train the operator when you do come … and that they ought to change to a new supplier.
The next day you get a call to come see the GM and he repeats the shifty day manager’s less than truthful complaints. That’s when you reach into your file and hand him copies of the last six or so service reports signed by that manager. All of a sudden preparing that service report to detail all the thorough service and regular employee training you’ve been providing looks to be pretty valuable – and anything but a waste of time!
The little stuff…
That matters
As your parents (or maybe grandparents) old tune went, “A little bit goes a long way”. Well the times may have changed, but that sentiment sure hasn’t. And that’s particularly true when it comes to our business lives. The failure to attend to those small details – like taking the time to write up and review that service report, to take the inventory, and to spend an extra minute with that new operator in order to be sure that he or she knows how to break down and clean the machine will all pay off handsomely.
Those sort of details aside, there’s the importance of thanking our customers for the business. While it’s something that we do occasionally, we probably don’t do it often enough. It’s important to keep in mind that between our monthly calls, they probably see one or more competitor who’s doing everything possible to win their business. And that sincere expression of appreciation we make, can make the all difference by insulating them from the temptation of considering those earnest promises of savings, better results or improved service.
Finally, there are the little things like being upbeat, positive and cheerful when we’re in that account doing even the most boring (or distasteful) stuff. Our positive demeanor can mean a lot and it can be contagious – a fact that comes in handy when the atmosphere isn’t!