We know what we know. In fact, we know it so well that sometimes we expect other people to know it as well. Or, we put together a “bullet point” training plan to bring people up to speed because “how hard can it be”? That is the curse of knowledge.
OK, nice concept but how does it manifest itself? There are three areas in particular:
- Customers– we assume that our customers understand everything that we can do and that they should order from us. At Action, we call this market share vs. wallet share. The truth is that your customers have to be reminded consistently about all of the products or services that your company provides. The learning—build into your process keeping your customers up to date with your offering.
- Suppliers—do they know all that you do and how your process works? When I worked for Newell (a million years ago) we would bring suppliers in so that they could recommend cost reductions. In fact, as an operations guy it was part of my performance review. You don’t need to be the expert in what your suppliers do and you should not assume that they are experts in how you do things. The learning—bring them in so they can help you save money.
- Team—probably the biggest one with regards to on boarding new members. You’ve been running your business for many years and may have forgotten more than your team will know about the business. Take the time to make sure they can be great like you. The learning—invest the time so that your team understands what makes your business tick.
Whether you own a business in North Carolina, Connecticut or Martha’s Vineyard, making sure that everyone is on the same page is crucial to your success. If you need some help, reach out to your local ActionCOACH business coach.
Have a great week.
ActionCOACH NC & CT