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Joe Marconi

Answer a Question with a Question

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Are you bombarded throughout the day with an endless stream of questions? Well, it just might be your fault. The more you allow yourself to be the “go to” guy when a question arises, the more your employees will come to you for answers. This can zap your energy and decrease your effectiveness for the tasks you need to get done.

 

Try this, when Tom the Tech approaches you with a question, instead of giving Tom the answer, throw the question back at him and ask him how he thinks the issue should be handled. If Tom says, I tried everything and can’t find the problem, ask him to tell you exactly what he did and review all his diagnostic procedures. Continue to ask Tom a series of questions and then ask him what he thinks we should we do next? This process allows Tom to work out the problem in his own mind and will help him with future problems.

 

You should do the same with service writers and other office staff. If your service writer comes to you with a question on how to handle an unhappy customer, ask the service a series of questions to get at the root of the problem. Your questions to the service writer need to be put in such a way that the service writer actually comes up with a solution by himself.

 

There will be times when you as the owner will need to make the final decision on some matters, but the more your staff is thinking and making decisions on their own, the stronger your business becomes.

 

One more thing, if you are worried about them making mistakes…they will. It’s all part of the learning process. The reason why you as the boss can make quick and decisive decisions is because you have been making a lot of decisions over the years, but also made a lot of mistakes too. But, knowledge is gained through each mistake.

 

So remember, answer a question with a question.

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