I get asked all the time, “How do you do it”….how do you get an hourly employee who is often working in unideal conditions, doing physical labor, to WANT to go the extra mile?
The answer is actually fairly simple. Teach it. Model it. Expect 110%. Use “We”.
Here’s the deal. Anyone can do construction, landscaping or restoration if they really want to. The skills can be taught, the tools can be bought, but the positive ATTITUDE must be caught. I teach my crew, and they teach each other, to look for opportunities to provide that extra edge, the “it” factor that separates us from everyone else. Find a way to go above and beyond each day, and do it.
As the saying goes, a team is only as good as their leader. I can’t expect my crew to give 110% unless I do the same. I believe in leading by example, maintaining a positive attitude, and empowering my crew to go into a job with confidence, a smile and a customer focused mindset. My guys know to never call me if a customer needs or wants something a little different than what was originally planned. Why? Because they KNOW what I will say—“DO IT!” Whatever it takes. I feel the biggest mistake a leader can make is to become detached from what his employees do. Sometimes you have to set down the paperwork and get out the tools to be reminded of who you are. When the boss works alongside of the team, the bar gets raised and amazing things happen.
EXPECT NOTHING LESS THAN 110%:
We always look for an opportunity to add value to the job we are doing. Go the extra mile. Know the customer and make sure they know you. I won’t settle for anything less than the best, because I know my crew is capable of it and I want our customers to expect it. And mess-ups happen in this line of work. We have a motto of ‘we are only as good as what we do next’. Own the mistake, fix the mistake, and make it better than it would have originally been. THIS is what separates a “good” from a “great” company.
This company is not “My” company….it is “Our” company. Each employee is part of something bigger then themselves. “We” are Riddle Services. “We” are Riddle Restoration. “We” are a team. On the job, and off the job. When my workers are happy and enjoy their work environment as a team, our customers receive a higher level of care and customer service. Our crews develop bonds and friendships that reach outside of working hours because we have fun and enjoy what we do together.
I talk to my staff about the big picture and where “We”, as a company, are going. They need to know that each of them have played a role in getting Riddle Services and Riddle Restoration to where it is today, because without them, we would be nothing. I preach all the time to every one of them that the skills and the relationships that they are building now will be used later in life and in whatever job they do. It’s not just about Riddle, it’s about creating life time relationships, positive work ethics and lifelong skills.
So “how do I do it”….
I teach my team by example, to give nothing less than 110%, so at the end of the day it isn’t “Me” it is “We” that has exceeded the customers’ expectations!