Video Transcript:

hey Mike Callahan here wanted to make a quick video that I have the answer for every one of your business problems and you really don’t have to dig deep just like this excavator behind me. As we’re digging in just at the service level all the problems in your business in my opinion, are leadership problems so that’s right any business problem that occurs in your business traditionally is your fault as a leader. We need to be continually improving our customer service our external customer for our existing customers and our management systems, our processing systems inside our businesses. So yes the answers to all your business problems are truly resting on the shoulders of the business owner or the person running the business it is all problems our leadership problems. First thing you want to focus on is the external processes for continually improving customer service and customer experience two different processing systems that streamline and create a predictable and reliable system for your customers and their experience. The second part is a lot of people are thinking how could all problems be leadership problems because I have people that show up late to work or they don’t give a hundred percent or they damage a property, well at the end of the day what that really comes down to in my opinion is you have not built the process and systems and accountability in your business to make this happen. I am definitely not on a white pedestal here or while technically I’m on a white pile of snow here but definitely no judgment because I’ve made all these mistakes in my business but at the end of the day when things shifted and they were popular among our team the culture change and we were really successful is when the leadership team came together and created process and systems. The old saying is either we’re gonna coach up or coach out, well is it someone not showing up to work, a no-show no call no show or showing up late or being hungover when they get to work a leadership problem? In fact it actually is in my opinion and this i show I couldn’t get out of my way as a business owner because I thought it was a bad hire or an employee problem but it really wasn’t what it was is the lack of my vision in the leadership division inside the business to actually understand that we needed to build internal systems to have a clear definition of what was expected when it was expected and the repercussions if someone know called and no showed. What was the process how was it documented and what was that three-step process to really document the warning second chance third chance you’re gone. If you’re sitting in your business and you think it’s impossible to find employees no one shows up to work yes the labor market is really tough but at the end of the day it really is a leadership problem because my guess is just like I did in the early days is I did not constantly go out and create a process and system for accountability of recruiting, stacking that virtual bench, how did we rank them, how did we go out and interview them to alignment of culture a mission vision values as an alignment fit or was it somebody who just had a really good skill set but didn’t play well with the rest of our team members and what we believed in. At the end of the day those bad hires were really a lack of leadership in mission envisioned in values being implemented in the business. So yes the one answer to all your business problems as far as I’m concerned no matter the industry no matter the business is a leadership problem that comes down to continually improving your customer systems externally for your customs for satisfaction repeatable deliverability in a constant predictable system. One person that said it best was Debbie Sardone that people don’t expect 100% but if you can show up and give them 80% each and every day with consistent reliable service in the business owner as we’re evolving out of the field isn’t like a lawn care example pulling the garbage cans up to the house and doing extra things and aren’t included in the scope of the work it’s great we’d love to do those things but that is not a predictable system and that is ultimately a leadership problem because you are setting unrealistic expectations that your crews may not be able to follow if it’s not documented and actually part of your system. You want to continually improve as a leader and focus on the external processes and then just as important if not more important we can’t grow in scale business without the process and systems internally. Like I said we don’t need to dig deep because it’s literally sitting right here in front of you just like the excavator at least it wasn’t my that I failed as a leader originally to not create a process assistant to go out recruit train and on board employees inset realistic training systems and processes that needed to be accounted for publicly on a daily and weekly basis and have different types of process and systems to continue to retrain reinforce the training and if it wasn’t happening how do we coach up or coach out and have that non-emotional slow to hire quick to fire mentality with no emotions and as we’re going to scale a business and I get it I’m scaling my second business here going on to break a million dollars and beyond again we get wrapped up the day-to-day but sometimes we have to take a few days off and get out of the grind of the business and realize our purpose as a leader or whoever we put in that leadership position or group of people’s our true value to the business is to go out and create that mission vision values the cultural part and then align process and system that run along with that for predictable systems that can be implemented without eventually the business owner to keep that going. All leadership problems we’re not digging deep today we’re gonna lay on the shoulders of the business owner and that’s gonna go to your external customer service process assistance predictable systems and especially internal if we’re not creating our mission vision values predictable systems we’re not gonna have a business that is going to be successful because ultimately they’re revolved around people and we can’t manage people we need to create process and systems that work within and we’re not creating positions in our business around a particular person and their particular skill set we’re setting them up in our organizational chart how they benefit and work within the process of systems in hiring individuals to work within those positions and training with that standard processing system for repeatable success so if we have a person in that position that can’t be coached up and we have to coach them out we can plug the next person in that position and it’s a predictable system for reliable external customer service and internal for your internal team predictable output and core culture mission vision values cultural alignment. Comments questions drop below, I want to say what’s up the Michelle from Pink Callers, Stephanie, Thomas, Anthony and Tim hope to see you guys the next video comment your questions drop them live or below probably gonna be on the recorded version because it is freezing out here and I am freezing my backside off digging deep today on the surface level. We don’t need this thing to figure out what all problems in our business area bout their leadership problems when you get down to the core of it so let’s take a look in the mirror as leaders and how can we go out today and focus on our external systems and our internal systems to create a business that will run without us with predictable processes. It’s not the employee that shows up late no call no show it’s you because as the business owner or leader you haven’t set a processing system with repercussions in an expectation up front.