What’s Your Mood?
You walk in the front door and acknowledge Brandy, your company greeter. Thirty seconds later and everyone in the office reaches for their cell phones to view an icon of a red stop sign. Brandy communicates your mood to the team. There are actually three different icons the team uses. Red means avoid you at all cost. Yellow means your mood isn’t an obstacle and green means you’re good to go.
In other words, from day to day, your mood is inconsistent. To your coworkers it’s a crapshoot - in more ways than one.
Your service vehicles have the company name, a few different equipment manufacturer’s names along with a couple of different professional organizations.
You have company uniforms but your coworkers don’t always wear them.
When putting together and closing a sale, your comfort advisers basically wing it. They choose from four different manufacturers, offer different extended warranties and half of them don’t mention the company’s service agreement program.
You’re not particularly concerned with your public image and the way your team interacts with customers. Your focus is on the numbers. As long as the team meets KPI’s you’re satisfied.
In other words, from day to day, your image, message and service is inconsistent.
Slipping Productivity, Slipping Sales
Do coworkers walk on eggshells around you? Do you think your unpredictable behavior is a hindrance to company productivity? You know the answer. It’s one of the reasons you left Roberto’s AC and went into business for yourself.
Is it possible that the erratic and inconsistent manner in which you go to market is a hindrance to sales? Of course it is. You know this.
Right about now you’re feeling overwhelmed. How do you right this roiling ship of inconsistency?
Here is one dignified, honest and feasible option that we’ll not delve into at this time.
Go For It
Otherwise let’s do this one sail at a time; one oar at a time; one step at a time.
Get your own ship in order first. Unless you care for and engage your coworkers, success will always be something you’re reading about in other companies. You have to genuinely respect, care for and guide your team. And to do this you need to begin with yourself. An excellent resource is the book Flourish by Martin Seligman. From the field of positive psychology, it will help you connect with true well being. Seligman’s work is based in science and not of the popular self-help genre.
Because your company brand isn’t what you say it is, it’s what others say it is, you need to behave your way into obtaining that desired opinion.
The message today is to be consistent with your actions and behavior as you work toward a customer base of raving fans.
As for the how-to act and behave, a superb start is at Service World next week in Las Vegas. It promises to be the preeminent showcase for all of the serious marketing companies, consultants and coaches in the Plumbing and HVAC industries.
Should you strive for Brandy to send out a green light every time you walk through the front door? No! You should strive to eliminate the practice altogether.