Wayward Uncle

When my wife and I were finishing up our morning walk the other day there was a man trimming trees in the front yards of the houses on our block. It was easy to see that he was working steady and working hard. It was also easy to see that he didn't know much about the right way to trim trees.

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My wife, who does know about trimming trees correctly, spotted the problem immediately. A neighbor who was out walking his dog also pointed out that the trees were going to look terrible next spring because of the way they were being trimmed.

This is a perfect example of hard work producing bad results, something that's far too common in businesses big and small.

As you read this keep in mind that the tree trimmer was working hard for the entire day. He was also a pleasant guy. I know he was pleasant because I talked with him for a few minutes while asking him to not trim our trees.

There are a few possible reasons why the trimmer wasn't doing a good job. He may not have been trained correctly. He certainly wasn't supervised correctly. There's also the possibility that he was doing bad work on purpose, but I doubt that.

I'm going with bad or no training, no clear expectations and standards of measurement, and bad or no supervision.

When I see situations like this I always ask, "Why?" "Why is this hard-working, pleasant man doing his work in a way that will only produce a bad or wrong result?"

The answer always involves a faulty process that ends with the person doing the work. Here's the sad part. If backlash is caused by the bad result, the blame will probably be placed on the worker when it's really not his fault.

First of all, the company that the tree trimmer works for was awarded a contract with the local owners association (HOA). Yeah, we have one of those.

If the contract was negotiated well, expectations should have been established for all of the results defined in the contract, assuming that the contract was results focused rather than activities focused, as all contracts and agreements should be.

If that wasn't done, shame on the HOA for not establishing expected results and setting standards of measurement to ensure the results were achieved. If the expectations were set, there is dual responsibility to be distributed.

First, the vendor's responsibility to train and supervise its employees correctly. Second, the HOA's responsibility to conduct random quality assurance checks to make sure expectations are being met.

The end result will be trees that bloom out incorrectly next spring, and possibly a number of complaints from homeowners to the HOA.

One of the most important goals of any business should be to meet or exceed the expectations of its customers. Exceeding customer expectations is the best way to create a conversation in the community that attracts more customers, and it's not that hard to do.

� Hire great people who fit well with the business and the specific jobs they're hired to do.

� Provide them with the training, tools, resources, structure and guidance they need to do their jobs well and become successful as individuals.

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� Create a work atmosphere in which they want to work and do a great job.

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The fastest and easiest way to grow a business is to ensure that the hardworking, pleasant people working for the business always produce great results for the customers.

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