Skip to main content

jumper wire, really?


Okay already, do I have to say it?  Are you really that insecure?  Avid Andy's mind began to flashback; jumping the safeties because you did not understand how to read a schematic, manually forcing the new-fangled VFD at 60hz since the "last system" never changed speed, blaming that new magnetic compressor for the lack of cooling in the building (due to its size) ... by the way where do I check the oil?  Each one of these, and there are countless other examples, have the same root issue:  humans. 

You can see the frustration flood over Andy's face, very similar to that of Charlie Brown as he endured tireless teasing from Snoopy.  It seems convenient, especially as time causes our opinions to become increasingly cynical, to respond with "they just don't give a crap".  Reluctant Ruth, the epitome of cynicism,  shouts out, "possibly you should hold a mirror up to yourself, this issue has stood the test of time, it squarely lies on the shoulders of the organization and their approach to support field workers".  As Ruth continues Andy jots down the most salient points:  

  • Spotlight.  Most field activity has the potential to threaten my perceived worth to the organization. I promoted myself when you hired me, convinced you to pay me over scale, and now I can't understand this new control strategy or piece of equipment.  Do I call you?  Reach out to others for help?  What happens if my "secret" gets out that I don't know everything, will my job be at risk? 
  • Stagnate.   At the core of any field worker is the desire to figure things out, could it be possible that your organization has simply not facilitated the convenient access to knowledge, experts, context?  Are you inadvertently creating an environment in which workers stagnate?
  • Support.  Not our job, we hire professional service personnel and expect them to hit the ground running.  Au contraire,  a culture which encourages others to ask questions when they need to, without fear of judgment or repercussion, will prevail in this rapidly changing world

It is only when humans internalize the reason why that you will tap into visceral performance.  This combination of feelings and intellect will unlock incredible value for your clients and employees.

----- 
Next post:  who's data is it?
-----
Labels:

Comments

Post a Comment

Popular posts from this blog

expert at everything...not a problem

Well... I would say sometimes there certainly is a perceived notion that one person is an expert at everything. For the worker "everything" may be defined as the specific area in which you were hired or are constantly scheduled. Our opinions are frequently influenced off of past experience, or information we've received from their coworkers. Unfortunately this only gives us partial insight to that workers expertise and often is limited to their most recent history. Narrowly focused accounting is made of the skills that this individual possess. Come on, can't we figure out a way to leverage all of the skills of a particular worker? One of the challenges has always been that relationship between the activities which need to be accomplished and the myriad skills of individuals within your workforce. In addition, even if you could inventory and get a pretty good handle on the skill sets, they are constantly changing (with any luck) and thus the ineffective process of ...
Post a Comment
Read more

In$pired

As the steam from Avid Andy's coffee fogged his glasses on this crisp January morning, he reflected on last year and thought enthusiastically about the year ahead.   Sometimes the noise of business is deafening, we rarely take the time to contemplate our moves, instead are often thrown one direction or another.   Hey, face it, if you are reading posts to gain perspective you fall in the group of folks who pride themselves as obsequious hoop-jumpers.   We live to help others and expect that all of those around us feel the same way.   I just love Influential Irene.   Okay, it is out in the open, she is an inspiration for me and so many others.   Irene reminds folks every year, without fail, these three statements which she fondly refers to as "the punchline" (although this is no joke).   Businesses, of any size, will be successful if they remember that it is people that make a company.   Put this advice into practice, today: Sincerity |...
Post a Comment
Read more

suggesting is NOT selling

People and companies want to buy from people that they trust.   The individual which possesses the broadest set of knowledge will gain the most credibility and as a result yield high levels of trust.   When I was in the field I definitely had the ear of the customer and for the most part discussed areas that needed improvement or replacement. At no moment was I ever, at least in my mind, selling. Instead, as I think back on those days, I believe I was simply "suggesting". Take an immediate need, add in a trusted advisor and a credible suggestion, you will most likely get a sale. However, this is not selling. From my non-salesman perspective I would sum up the following related to the sales process; sales is not a single event but instead a sequence of connection points which create a positive experience that leads to a purchase . Over the years I've been fortunate to have known many different types of salespeople in different industries and I believe that they a...
Post a Comment
Read more