Define Your Role and the Role of Your Employees

[Joe Marconi]

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[gravysuckinpig]

Define Your Role and the Role of Your Employees

 

Everyone in your company needs to know what is expected from them. Everyone, including the owner, must have a clearly defined job description. To expect that an employee instinctively know what you expect is not fair to you or to the employee. It would be like shooting a rifle blindfolded, without really knowing where the target is. You have any idea and may hit the target by accident, but most of the times you will miss.

 

Everyone needs direction and goals. You wouldn't start out on a road trip without mapping out where you are going, would you? It's the same in business. We need to communicate with our people and discuss with them the goals and vision of the business.

 

When everyone is moving and working in the same direction, positive things will happen.

 

i was actually going to post something along this line - with regards to sw's communication to the techs -one reason i only use former techs to be my sw's is this - if a customer brings their car in for repair , lets say, its not running right - ive heard the sw ask every question they can think of and the customer answers them - car acts up only when cold - it does this this and this...... mostly on tuesdays after lunch etc....only to have the sw put down on the wo, "check car runs bad" - the tech gets the car and it runs fine - of course it does....then he has to go BACK to the sw, ask 50 questions to get the WHOLE STORY, which wastes valuable time the tech does not have, especially if they are flat rate. i am very hard on my sw's because they are the front line, the MAIN communication between the customer and the tech, and their communication skills need to be spot on. If the tech tells them what is wrong with a car, the sw needs to FULLY understand what he is being told in order to relay that to the customer, if they dont have a clue (eg: sales backround) they end up sounding like an idiot when the customer asks questions, which we all know, they will verify the answers they were given with someone else. not to mention, to back pedal a little - a tech will know what questions to ask at writup better than someone with a "sales" backround - which helps tremendously with a correct diagnosis the first time around.