Hiring a Troubleshooter is getting a Fresh Pair of
eyes to see what is really happening in your business.
What passes you as ‘normal’ might be picked up by
Fresh Eyes. Especially, time wasting.
Employees should not be on the phone,
(yours or their own).
Paying for the call is not the issue, not working
while being on the call is the issue.
The most prestigious consultancy firms which assist
major businesses in downsizing actually start with
the phone test.
Moving from area to area they mark which employees
are on the phone. They return to that area a few
Those caught twice are circled as first firings.
Often this is all a company needs to become efficient.
This may sound ridiculous but if you work among
others, just take a note of who is ‘always’ on
the phone, (I am not writing about call centres
or those whose business requires constant calling,
obviously, I am indicating personal calls.)
They don’t do very much work, do they?
Employees who allow their personal lives to wash
up on the shores of their employment have very
little ‘business ethic’.
They can not recognise they have sold a number of
hours a day to engage in work. To them, sitting
in their livingrooms or your office is the same
thing. If this is their mind set, (evidenced by
their telephonic behaviour) then does it not
follow this is their mindset in other areas; i.e.
company property? Deadlines? Production?
Along with the personal phone call is the use of
a computer for personal business. Yahoo messenger
should not be on your computer unless it is used
by your business to keep in touch with clients
There should be no games on any computer.
Have the IT manager do a scrub of computers on
a non-working day or time.
Those computers found with games prove that the
employee is not working but playing, and this
is not the play ground.
Another major area of investigation is what makes
money and what doesn’t.
Once workers have to dust goods that means
the goods have been there quite some time.
Consider goods as ‘dead’ money. The longer they
sit on the shelves, the more they ‘decompose’.
Once you notice nothing seems to be moving in a section,
put it on sale. You’ve already lost whatever you paid
for it once your accounting period passes, so virtually
giving it away, hoping someone will buy something else
is a way to make space for a more popular items.
The idea that you have spent $ on it and will not sell
it for less than $+1 means you might as well take it
home as it’s yours.
Create your own agenda as to how long each item should
spend waiting for a home. Once that time is passed,
reduce prices and get it out of the store.
Often loss leaders attract customers which has a
knock on effect. A customer might come for this
item, pick up another.
Sometimes, giving these items away as free gifts,
or buy one get one free is a way to get rid of
Customer Service is your main product. Surly staff,
or those with attitudes are fires without insurance.
They destroy your business.
Make sure you have ‘shoppers’ investigating your
business at least twice a month.
‘Shoppers’ can be professionals, friends, anyone who
can get the experience of what it is like to be a
customer or client.
Take what they say very seriously.
Giving ‘chances’ to an offending employee means you
are selling lottery tickets. You don’t know how many
customers you have lost or will lose with this employee.
Everyone who meets the public must be the kind of person
who can. Forget test scores and experience, one friendly
warm clerk is your best advertisement. People come where
they feel welcome.
Anyone can walk into any business, once.
To get them to return is your goal.
Good quality is one way, but sure fire is excellent
customer service. Price is only one consideration.
Most people will pay more to be treated well than
less to be treated like annoyances.
Keep that in the front of your mind.