Preparation for the uptick in calls. Review and make sure that your Standard Operating Procedures (SOPs) are reviewed and everyone is on the same page. Matching what we do in the field with what inside CSRs tell the client will be accomplished and eliminate many unnecessary calls coming back to the office.
Assure that every employee has the correct attitude towards every internal and external client regardless of how busy you get.
“It is your Attitude not your Aptitude that determines your Altitude”.
-Zig Ziglar
We get stressed, because of how busy we get, the travel time between stops, the OT that you may have, potentially Saturdays with some companies, when we have a new person in the office with limited training, and last but not least, when your company doesn’t provide you the correct equipment or products to do the job correctly the first time. Please change this or suffer cancellations.
“Team Teamwork” is critical. From the top to the bottom. Owners should understand what is coming. Supervisors or service managers need to make sure that vehicles are in order, equipment is serviced, rigs are working. Technicians should understand that this is what helps the company be competitive, and last but not least, the most important position is the office staff. No matter what happens, these folks are the first impression representatives and, in many cases, the most difficult position to navigate during the busy season.
Reviewing company Policies and Procedures (P&Ps) which are different from SOPs. Your P&Ps are handled in your company handbook. Vacation time, sick time, how calling in sick because you're going fishing creates havoc in the office and around the TEAM.
Institute incentives during or at the end of the rush. There is a break, whether it is July or August, for a short period of time. What is the incentive to the team when they help the company get through the rush? This is more difficult when you have multiple locations; however, if you are working out of one or two, there is an opportunity to bring in a food truck or have a barbecue where the owner cooks for the employees to say thank you. The folks that didn’t help, called in sick, was always late, and or just a pain in the neck during the season, they get a half-eaten hot dog without condiments.
Schedule pre-season inspections for key commercial accounts, ensuring that properties are pest-free
and ready for the upcoming season. This could involve conducting a thorough inspection of commercial properties, especially Food Processing, Warehousing, Property Management Accounts or Key Accounts.
Kindness is crucial during busy seasons as it helps maintain positive relationships, reduces stress, and fosters collaboration among both internal and external customers. By offering empathy and patience, you create an environment that supports effective communication and mutual respect, ultimately driving better results and customer satisfaction. Be ready for everything, the call that comes in and the client is panicked and screaming, smooth it out by being kind.
Regards,
Patrick
