One of the very few troubling things about living in a small town or a rural area is that sometimes, not all that often, but sometimes (yeah, I repeat myself), you find yourself “forced” to use a vendor that drives you crazy.
Because of what appears to be a lack of passion about operations and details.
Talk about timing. As I was writing this post, up on Twitter pops this tweet from @ChrisBrogan :
“Is anyone really *passionate* about operations and details?”
To be sure, when I say “passion”, I don’t mean that your hormone levels start rising when you are making sure your business’ detailed operations are just so – and have processes in place to keep them that way, but I’ll tell you what: I’ll bet you ARE passionate about the lifestyle that your business provides for you.
You know. Things like being able to make that Boy Scout meeting, that piano recital, that Wednesday afternoon golf “meeting” every other week, the choir practice, your kid’s soccer games or the bridge club.
Whatever it might be…the passion that you have for the lifestyle you lead has a direct relationship with the passion you have for crossing the T and dotting the I.
You probably think I’m nuts, so let’s talk about a few examples from my business life. I suppose this could be a reference to the pet peeves discussion of a few days ago, but this is really a bit different because the kinds of things I’m talking about here could be a part of any business.
In my case, it’s a local business whose services I use every month. Likewise, several of my clients use this service every month because they produce the production version of what I created for my clients (gee, is that vague enough?)
Why do I put up with the annoyance?
One reason and one reason only: There is no viable alternative business that provides this service within the community with the slate of features I need.
These are the kinds of things that any service business could be doing, and quite a few online or brick and mortar retail product stores could be as well. That way YOU can fix the ones you might be doing.
Number 1 – They deliver, but they can’t tell me for sure (in advance) when a produced job will be delivered.
When they do deliver, they don’t notify me that they’ve delivered the product. Because I happen to be one of those “Likes to know if the client got the stuff I ordered for them” kinds of guys, I have to call back (and remember to call back<g> and ask if the stuff was delivered. Today, I had to do this and they had to call me back because they had no idea.
Number 2 – They don’t notify me when the job is done/delivered unless I ask (and sometimes not even then). They clearly have no system to keep track of what needs to be delivered, what is on the truck, what has been delivered and what couldn’t be delivered. My guess is that they might have a clipboard nailed to a wall somewhere. Maybe.
Note that the big box store that competes with them (but doesnt offer enough services to make me switch), DOES have automated email notification that the job is done and I can pick it up.
Little things make a difference, especially when I can decide to give them my cell phone’s SMS email address, forcing their email to my phone.
Why is this apparent triviality even important?
Lessee…In the days of $4 gas, an emailed notification that goes to my phone could save me a 40 mile round trip drive (if I’m already in town for something else), PLUS 40+ minutes of their productive time if I have to turn around and come get that job because it is time-bound.
I don’t like doing business with companies that waste my time. Do you?
It might not just be my time. Maybe I have my virtual assistant (who lives here) pick them up. Wouldn’t it be nice if I didn’t have to take the email and forward to her, or call her? Sure, they could email directly to her – but if they aren’t emailing, what difference does it make? So now we’re talking about contractor or employee time, depending on your situation.
Number 3 – Out of control accounting. OK, I admit it, I *hate* bookkeeping (yes, I do appreciate and take action on the reports).
This is important with them because I often pay by credit or debit card and then get invoiced for the same amount at a later time. This happens repeatedly. So much so, in fact, that I have to get statements and make sure I haven’t paid for something twice. Sometimes I pay in person. Sometimes I pay over the phone or even via email. It doesn’t seem to matter, because double payments or unlogged payments are a frequent issue.
In the case of the in-store payment, this occurs despite the fact that they appear to enter the payment on the computer when I’m in their store. In fact, most of the problems originated from in-store payments.
Call me confused.
By now, you’re probably still wondering where the “why cross and dot” in all this is.
Simple: It’s those lifestyle things that make owning a business worthwhile. If your business is out of control, you don’t have time for that every other Wednesday golf meeting with friends you treasure. You can’t make that Rotary meeting once a month, much less once a week.
You can’t go on that photo safari across Montana, much less across Africa. And you sure can’t leave at 10am or 2pm for that school play or soccer game out of town that you promised your kid you’d make, even though they know you’ll be on your cell phone the whole time.
Why? Because you can’t leave your business for a week for fear that it will collapse into chaos when you aren’t there.
Cross the T and dot the I, and put systems in place to make sure it happens even when you aren’t there.
Imagine if you don’t have these things in place. That ONE important delivery to your best client gets messed up, or forgotten and that client leaves forever taking 5 or 6 figures worth of business to a competitor.
Now you feel like you can’t ever leave to watch a kid’s recital, ball game or what not.
Is that really worth not putting some effort, some passion into systems that cross the T and dot the I?
Don’t you want your business to be the one that is known as the one that never drops the ball?