TEAMwork
Although Conductrus is a provider of a workforce scheduling application, we recognize that software and management tools will not make a service enterprise successful if the organization is not properly led. Leadership and team building are essential to successful field service management operations. So, what are the key attributes of a good leader?
- Recognizes potential in others
And, you’d better have a good sense of humor, a passion for what you are doing, and the courage to do what is right for your business and team.
Mnemonics are sometimes pretty hokey, but I do like “TEAM”: Together Everyone Accomplishes More”. Good leadership recognizes that an empowered team will consistently develop ideas for ways to improve a business. It is very important to have a team structure that encourages feedback and initiative.
Managers need to engage employees and encourage questions about the status quo. Some of the best ideas for service improvements come from the guys in the trucks. You need to demonstrate that you want employee feedback by asking for it and (very important here) listening. Set up meetings specifically for challenging current procedures. Actively encourage questions about policies, processes, and methods. And, if any of the ideas are implemented, make sure the contributor is recognized.
Successful teams are also characterized by shared responsibility for the bottom line. I believe that management must be willing to open the books and shed some light on the true expense of doing business. Helping employees to understand direct sales and overhead costs will give them a better appreciation and understanding of the investment and cash flow needed to run a successful organization. An informed workforce can better relate to the importance of strategic planning with goals for safety, quality, productivity, financing, customer service, and teamwork.
The most successful service organizations empower team members to take ownership and recognize the value and unique insight of the entire team. Build your teams with care, lead them with integrity and trust, and reward them fairly. Sounds pretty simple, so why not give it a try?
John Whitney AIA is Senior Vice President for Business Development at Conductrus, a software as a service (SaaS) provider of workforce scheduling software tools for businesses with mobile field service management needs. He is also Founder and Principal at the Clean Energy Action Project, a cleantech research and renewable energy consulting enterprise.