When you’re in the thick of it, some of the struggles of running your lawn or landscape company can seem like that’s just the way things are.
However, taking a step back and using Kat Cole’s process of asking three questions and making a list can help you not only identify opportunities to improve but also pain points to eliminate.
This practice can help you quickly focus on the biggest issues holding your business back. Addressing the internal issues and capitalizing on opportunities to succeed can help you stay competitive and grow the company.
Cole advises asking your team members who are on the frontlines and engage with your customers the most these three questions below. Once you have collected their responses, then you can look for the patterns on what you should stop, start and continue to do.
What Do We Throw Away?
This first question looks at what you can stop doing. Employees can help you spot what resources are being wasted. This could include literal trash that staff or customers are frequently throwing away or not using.
Evaluate your technology, processes and tools to see if something is outdated or underutilized. Many times, these can pile up because no one has thought to change things. What your employees mention in response to this question can become openings to cut costs and streamline operations.
When Do We Say ‘No’?
The second question to ask focuses on what your company should start doing. Do you have customers constantly requesting a certain service? Is there a true reason not to do it or have you simply not really considered its viability?
Even if you have a current reason for saying no to customers on a matter, take the time to dive into the heart of the matter to see if there is a way you can better accommodate your client base.
Also, listen to what team members have to say about specific practices or benefits your business has traditionally said no to. For example, if multiple employees are asking for paternity leave, it should be a no-brainer to start looking into this as a benefit you can offer to help with recruiting and retaining talent.
If You Were Me, What’s One Thing You Would Do Differently to Make the Business Better?
This last question may cause some hesitation from some employees, but let them know it’s okay to speak their mind. Some possible suggestions you might receive include requests to purchase new equipment on a more frequent basis or improving your onboarding process.
If they are at a loss or can’t really think of anything specific, this is where the list comes in.
The List
Cole’s MMDD (Made My Day Difficult) list is something she picked up from a restaurant training consultant, but it is something that can be easily applied to the landscape business. You can put a ‘MMDD’ in your shop and encourage employees to note what made their day difficult when they have a chance or at the end of the day.
Typically, these complaints are areas of friction that can be solved by the leadership team once they’re aware of the pain point.
For instance, your mechanic may be frustrated by crew members dropping off down equipment but not elaborating on what is wrong with it or using inconsistent phrases to describe what the problem is.
A solution that Smith Grounds Maintenance, based in Indian Trail, North Carolina, implemented for this type of problem was to create a simple numbered service request chart with common issues in both English and Spanish. In the case of a broken pull cord, team members can write 8 on the form for the mechanic, allowing them to know exactly what the issue is.
Implementing these three questions and list process in your company will enable you to regularly ask your team where to improve and then answer and act on this information.
Proactively discovering areas of improvement and addressing them not only will boost your operational efficiency but can also improve employee morale as you make your company more enjoyable to work at.
