TGIM! A DAY LATE…
A few years ago I believe PRIDE in our company was a key ingredient to who we were. If we are proud of what we do I thought, surely we are doing something right. And yes that is better than “not giving a shit” but it’s not enough. Pride as key ingreedient was wrong. Dead wrong.
Pride kills good companies, it helps bad companies, but destroys good ones. Destroys it from the inside out. Eats away at change, success and true happiness for your team and our customers.
Pride makes major issues to our customers seem small or insignificant to us:
“Hey that guy has to realize we are awesome usually, just this one time we did something sort of wrong, but it was his fault too, he’s a poor communicator.”
“It was just a little problem and we put our superhero cape on and fixed it right away. I’m sure she’s happy now.”
“People know how good we are. I am sure they will buy from us.”
“Customers should thank us, not them, because you know we do a lot for them.”
“I didn’t have time to talk to the person so I just emailed them. I mean they already know how much I care.”
“No one else in the company sells product X, but I do, my customers love it. I’m smarter than the whole company and darn it I’ll show them!”
How arrogant we can be!
PRIDE also makes us not embrace change. Or fix mistakes. We’d rather say, but hey WE ARE DREXEL, WE ARE AWESOME, WHY CHANGE? … until it’s too late…
Our OTIF is 96%. We do about 300 deliveries some days. Each day we disappoint 12 customers with loads that are wrong.
We have billing errors, estimate errors, all of us can make a mistake and often do!
We have issues.
Are we forever fixing the real problem or just moving on to the next sale? PRIDE LOVES THE NEXT SALE, and hates making that 1% improvement each day. Check your ego at the door and get your shit together first!
It’s not that we have the problems, it’s how we fix them. Fall seven, RISE EIGHT!
Don’t ignore the problems because of pride, make that extra call to apologize profusely. Send them a hat with a next load and tell them we are sorry we added stress to their busy day.
I had a WOW-BULANCE.
I found a deal on craiglist for $5,000.
I had it fixed up sweet.
I spent 10,000 on repairs.
I spent $5,000 on a full wrap.
I promoted and it and thought, man this thing rocks.
I spent $5,000 more after intial repairs as it broke down.
I was so PRIDEFUL of MY IDEA.
I thought I had all the answers. I, was wrong.
The wowbulance is beyond repair and is now just an expensive billboard. It’s a big fat $25,000 mistake, Mr. Pride got in the way.
I learned from it. I’m not a vehicle guy, WE HAVE A TEAM IN PLACE FOR THAT.
WE > I.
I SCREWED UP, WE WILL RISE!
How can you humble up today and HELP SOMEONE, JUST BECAUSE… YOU KNOW IT’S THE RIGHT THING TO DO… ?
— – Joel Fleischman. Joel is Head Coach of the solution providers for Drexel Building Supply. (drexelteam). You can follow him on twitter: @JoelmFleischman. Our mission is to be a supplier of others happiness. I hope this little post did just that.