I often ask business owners, paint and body technicians, customer service representatives, estimators and other members of the team the following important question: “Why is there never enough time to do the job right the first time; however, there is always time to go back and do it again?” It is absolutely possible to get it right the first time, every time.
Several years ago, I developed the “One Touch Rule," which is focused on doing it right the first time, every time. If you follow this process, I promise you will have fewer do-overs, which will positively affect your return on investment (ROI).
We begin this conversation with the awareness that it does not matter what you say. What matters is what people hear. In other words, they will deliver what they heard, and it may not be what you said.
Unless you have taught these folks to perform to the standard of excellence you want, don’t assume they envisioning the same picture in their head that is in yours when you are telling them what you want. They see a picture that is connected to the way they were taught. If they are not producing the picture of excellence that you want, then shame on you, not shame on them, because, they do not know what they do not know.
Taking the time to show them what your picture of excellence looks like will slow down the process initially; however, it will speed up the process in the future, and they will get it right the first time.
Here are the six steps to the “One Touch Rule:”
1. Identify the outcome. Explain how to do an estimate, paint a car, greet the customer, everything necessary to produce getting it right the first time, every time, and to your standards. This is the BIG picture.
2. Tell them, in detail, how to get to that outcome. Do not assume they know. You can clarify they know, however. If they do not demonstrate they know, then they do not know. Before moving on to the next step, have them tell you, in detail, how to get to the outcome.
3. Show them the outcome. The outcome is the finished product. This is where you perform the steps that you just taught them to get to the outcome. While you are performing these steps, it is important to tell them what you are doing while you are doing it. Be gentle with them and allow them to ask questions.
You may be thinking, “Wait a minute, this is crazy.” Well, let me ask you, how is your business, your customer service index (CSI), your cost to do it over being affect by the way you are currently doing business? Who are you blaming for this? Now let’s proceed.
This is an infallible way to make sure that we are speaking the same language, and looking at the same picture. For most of you, this process will require some patience, because deep within you, you feel that some of this stuff is common sense. So another question for you: if common sense is so common, why is it so rare?
4. See how well you did. Now it is their turn to tell you what the outcome is.
5. Have them tell you in detail how to produce that outcome.
6. Yes, you guessed it — now it is time for them to tell you in detail and show you how to get to the outcome.
At the end of the process, give them a grade on a scale of 1-10 and if the grade is not a 10, tell them where they need to polish the process. Now you can manage them to the outcome that you want because you know they are aware of what it will take to follow the “One Touch Rule” and get it right the first time, every time.
