Wednesday, January 20th Team Meeting
Wildly Important Goal Update
We'll only meet our goal of servicing 18K openings if every step of the process from initial customer contact to scheduling all the way to billing is operating at its most efficient level. Going forward, we'll be getting regular updates on our progress toward that 18K opening mark on Mondays.
Too many vacations that last too long, too many movies, too much TV, too much video game playing - too much undisciplined leisure time in which a person continually takes the course of least resistance gradually wastes a life. It ensures that a person's capacities stay dormant, that talents remain undeveloped, that the mind and spirit become lethargic and that the heart remains unfulfilled.
-Steven Covey
Creating habits will create discipline, which in turn will ensure that we don't become stagnant and dormant as a team and as a growing company.
Anderson Update
For the past few years, Joe and Nan have been putting their time into fixing up bikes for a nonprofit, in Kentucky that gifts them to underprivileged children. Recently, a nonverbal customer came into the shop with his broken bike. He didn't have the means to pay for its repair, but without it he had been forced to travel everywhere on foot. Nan and Joe contacted the nonprofit and received permission to donate one of those newer, working bikes to this person right there in Anderson who needed it very badly.
Don't forget - we have the ability every day to change peoples' lives, even if it's just taking opportunities that are right in front of us. Something that seems small and barely consequential to us could mean everything to someone else.
Pricing Errors Update
We often tell techs their most important priority is to be closing out tasks on a site visit, but overlook that there may exceptions when there are issues with quotes and pricing. To be clear: techs should continue completing all their tasks. Go ahead and install any parts associated with the task. It isn't the technician's responsibility to handle pricing issues, quote issues, or project management issues.
If, as you are finishing a task, you feel like something is off, go ahead and complete it using the parts indicated, but then send a comm note and let project management know that it needs to be reviewed. Lucas is working on a fix that will prevent pricing issues from going through to accounting.
In the meantime, please review Lucas's explanation of the new "Project Management Task" update here.
Customer Training FAQ
For training and development, Thomas has set a goal of completing twelve customer training courses this year. One has already been scheduled for February with another in the works, so he's on track to complete this goal. We can all help, but first we need to make sure we all understand what Loc-Doc's customer trainings offer.
Who would benefit from our courses?
property managers
maintenance supervisors
facility managers
a police department that wants its officers to be able to pick locks
customers that work regularly with us but would benefit from getting to know us better
What kinds of courses do we offer?
We can train customers on anything we do every day:
doors
hardware
locks
pool gates
TrackVia (OMS)
and more!
If we train them, will they still call us? We believe that attending one of our training courses will mean they have developed a relationship with us and will trust us and our team even more easily!
When are courses able to take place?
Any time that works for the customer! We aren't restricting scheduling to the hours between 8AM and 5PM or weekdays.
Where will the courses be held?
The ideal scenario is to hold courses at Loc-Doc Charlotte. All of the necessary hardware and equipment is already there, plus it includes a facility tour. We feel that meeting staff who are in the office (the customer service people they know from the phone, the project managers, accountants, locksmiths, etc.) allows our customers to put a face to the names or voices they are already used to working with, and will help build a relationship with that customer. However, we are also able to coordinate virtual trainings or to travel to their location.