Does nothing seem to get done in your business unless you do it yourself? OXI Fresh franchise brand developer Matt Kline joins us to share about the importance of following up until the task is complete.
NOTABLE QUOTABLE – “Being responsible sometimes means pissing people off.” – Colin Powell (The American politician and retired four-star general in the United States Army. During his military career, Powell also served as National Security Advisor (1987–1989), as Commander of the U.S. Army Forces Command (1989) and as Chairman of the Joint Chiefs of Staff (1989–1993). He played major roles in the invasion of Panama in 1989 and especially the Persian Gulf War against Iraq in 1990–1991.)
Managing Humans 101 – https://thrive15-media.s3-us-west-2.amazonaws.com/Public/Posters/business-coaching-Poster–Managing-Humans-101–Version-3–Thrive-15-01.jpg
- Why can’t you cross it off the list until you have followed up?
- If you do, the customer will have a bad experience and it will all fall back on you.
- Don’t even assign anything if you don’t follow up
Step 1 – Establish Clear Expectations (Assign the task to a specific person)
- This can be a major issue. You have to have a clear discussion with checklists.
- You have to close the conversation with “What did I just say and what are you going to do?”
- Our systems start at the phone call. They follow a script.
- If you don’t follow the script and you leave out some information, it can mess up everything.
- If the technician doesn’t follow his checklist, he will not complete his day successfully.
- Expectations are easy to follow when you have a checklist of expectations.
- What happens in your mind is completely different from what happens in anyone else’s mind.
Step 2 – Establish Clear Deadline
- If you don’t set a deadline, it will go on the back burner and you will have to constantly follow up on it.
- You have to set a date it has to be done by.
- Your employee will be upset because they didn’t know when they had to had the action item done by.
Step 3 – Establish Carrot or a Stick
- There has to be some recourse.
Follow-up until done