Archives for December 2020

Being A Servant Leader Doesn’t Mean Being Subservient

By Dave Ramsey

What do successful companies like Southwest Airlines and Chick-fil-A have in common? The answer is servant leadership. And based on the unprecedented growth and stellar reputations of both over the years, the approach has paid off big time.

The benefits of servant leadership go beyond growth, higher profits, and great reputations. These benefits include a rock-solid company culture, lower turnover, and extraordinary performance at all levels. When it comes to culture, trust is a defining part of servant leadership and an end result. That’s a great thing, because an organization with high levels of trust among team members and leadership can’t help but strengthen the culture and increase efficiency, too.

Servant leadership also creates team members that are more engaged, purpose-driven, —and less likely to leave. Lower turnover also saves time and money. An empowered team is a happy team, and happier team members are a source of increased performance. They are also more innovative, and more creative.

At this point, you may be wondering if servant leadership has any downsides at all. While the concept and practice of servant leadership is super effective, it’s only realistic to be on the lookout for possible pitfalls. After all, nothing’s perfect. Some things to beware of include:

Encouraging a sense of entitlement

Supporting and encouraging your team does not mean catering to indulgent requests or doling out special privileges. The last thing you want is to foster an entitlement mentality. Without exception, servant leaders model the type of behavior they expect from team members.

Developing compassion fatigue

A hallmark of servant leadership is caring deeply for your team, but not at the expense of your own well-being. Make sure you put healthy limits and boundaries in place.

Ignoring poor performers

A servant leader should do everything they reasonably can to put the needs of the team first, but that doesn’t mean excusing or overlooking underperforming employees. Ignoring poor performance discourages the rest of the team and kills morale.

Becoming a servant leader isn’t easy, but being a better leader and building a better team, starts with you!

Leadership and small business expert Dave Ramsey is CEO of Ramsey Solutions. He has authored numerous best-selling books, including EntreLeadership. The Dave Ramsey Show is heard by 16 million listeners each week on more than 600 radio stations and multiple digital platforms.

Was It A Mistake or A Choice?

By Tom Grandy, Founder

Think about your last couple of callbacks.  Why did they happen?  Were you rushing to get to the next call?  Did you take a shortcut, hoping it would work out?  Did you make a mistake or did you make a choice?  There is a big difference between the two. Mistakes happen when we simply do something unknowingly wrong.  Perhaps we lacked the training or expertise.  If so, that was a mistake.  However, if we choose to take a shortcut while performing a repair, hoping the customer won’t notice, that is a choice! 

Mistakes can be corrected by simply admitting it and correcting the situation.  However, choices are a lot more serious.  Each choice we make to do the wrong thing has consequences.  As Joyce Meyers says, “We have the freedom to chose but we don’t have the freedom to choose the consequences.”  What is done in the dark will be brought to the light, it’s simply a matter of time.  If we have been going the wrong direction on purpose, it takes more than admitting it.  It takes asking for forgiveness and then consistently going a new direction. 

Character takes a lifetime to build and only a couple instances to destroy it.  Keep in mind someone is always watching.  It may be your customer.  It might be your boss.  It might even be your children.  Honesty and integrity are sorely lacking in today’s world, however it doesn’t have to be that way.  We may not be able to control how others act but we have total power over our own decisions. 

Doing the right thing all the time may not seem to pay immediate dividends but long term it wins every time.     

Would you like to pick up a few more “tips” on how to be a successful person in business?  If so, check out our Profit University Audio Series.  Each month features a different business topic by a different national speaker.  Currently there are over 300 past presentations with a new one coming out each month.  This month’s Website Special is only $19.95/month instead of $24.95/month.  Cancel at any time!  Order today.

Having trouble explaining to your techs, and/or office staff, why you need to charge so much.  This short, straight forward, online presentation entitled Why Do We Need to Charge So Much? explains it all with realistic examples.  This month’s Website Special is only $29.95/month instead of the usual $39.95/monthOrder today

If You Want To Grow Your Business – Answer the Phone!

By Tom Grandy, Founder

Does your company have a marketing program?  It likely does.  Most companies invest in direct mail, social media, referral networks, billboards and perhaps even radio and TV.  What’s the objective of marketing?  To make the phone ring.

Now, let’s make it personal by forgetting about your customers for a couple of minutes.  It’s just you. You need service, or perhaps a piece of equipment replaced.  Perhaps you Googled a few companies in your area or even asked friends for their recommendations.   At last you have decided who to call.  You pick up the phone and one of three situations take place:

  1. A real live person answers the phone – The person answering the phone is polite, asks the right questions, and in general gives you a warm fuzzy feeling. After a short, but friendly, conversation an appointment is either set to come discuss your situation and/or a service call is scheduled.    Well done!  That’s the way it is “supposed” to happen, right?
  1. The phone rings and rings until you get a recorded message – This time it’s a bit different. The phone rings and rings until eventually you hear a voice message telling you they are sorry they missed your call, with a request to leave a message so they can call you back.  Frustrating, right?  Why? Because you have a real need but can’t talk to anyone about solving it. 
  1. The phone rings and rings and no one answers it! – This is the height of frustration.

How persistent are you, as a customer?  Will you leave your name and number and wait for a call back?  Will you call back in an hour, or perhaps the next day?  How long are you willing to wait before you say, “Forget it, I am going to call another company until I find one that answers the phone.”  These are questions I am asking YOU.  Once you have answered them, then think about customers calling your company.  What are they hearing…or not? 

The unanswered call is saying a lot to the customer, without anyone having to say it?. Is the company too busy to answer the phone, therefore they don’t need my business?  Is it telling me they are a one or two-man operation since they obviously don’t have a full-time person in the office to answer the phone, perhaps they are too small, or inexperienced, to take care of my situation?  If I can’t get them to answer the phone, how likely is it they are going to show up on time if I were to hire them?

Believe me, how YOU answer, or don’t answer your phone is making a huge impression on your potential customer. 

I don’t have a source to find out what percentage of potential customers never call back when no one answers the phone or if they reach a recording.  However, from a consumer standpoint, I bet most customers quickly look for someone else if they can’t talk to a real person…the first time they call. 

Some of you are saying.  “Hey Tom, that’s not really a big deal.  Besides, most companies answer the phone, right?”  Wrong!  I literally just finished calling a whole pile of cards I received at recent seminar, just to follow up.  At least one third of the stack either did not answer the phone or they had a recording.  In my case, I’m pretty persistent.  I call and call, and call until I get ahold of people.  This process has now been going to for nearly a week and, guess what?  Most of that third STILL have not answered the phone.  Did I leave a message to call me back?  No, I didn’t.  Why? Because I want to talk to them and when I want to talk to them, not at 7:00 AM or 8:30 PM.

Granted I am a business trainer with a bit of a different perspective.  I call back because I am trying to create business.  However, at this point, I am convinced that those I am unable to reach are simply too small to utilize my services or too busy to take a serious look at the business side of their business.

The point is quite clear.  If you want to grow your business, answer the phone!  I understand the owner is probably out working in the field or on a sales call.  However, if you are really serious about growing your business, either transfer the office phone to your cell, and answer it, or hire a full-time person to answer the phone or employ an outside answering service to respond to calls.  When people call your business, they want to talk to a real person.

If you aren’t going to answer the phone, stop marketing!  You are wasting your money if the phone isn’t going to be answered by a real person.  

Would you like to pick up a few more “tips” from trainers and contractors?  If so, check out our Profit University Audio Series Each month features a different business topic by a different national speaker.  Currently there are over 300 past presentations with a new one coming out each month.  This month’s Website Special is only $19.95/month instead of $24.95/month.  Cancel at any time!  Order today.

Having trouble explaining to your techs and/or office staff why you need to charge so much.  This short, straight forward, online presentation entitled Why Do We Need to Charge So Much? explains it all with realistic examples.  This month’s Website Special is only $29.95/month instead of the usual $39.95/monthOrder today

Carlyle Compressor Teardown Full Course - Self Paced Online Training

Planning for Profit Workshop

Cashflow and Cashflow Budgeting

Service Managers - Learning Path

Carlyle Compressor Teardown Full Course - Self Paced Online Training

Planning for Profit Workshop

Cashflow and Cashflow Budgeting

Service Managers - Learning Path

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