Back to the floor – let's reconnect with the essence of what we do.
Attached is a snapshot of a water heater I worked on today. Well, when I say 'I,' I mean I teamed up with one of our mobile engineers, Matt Hudson, to swap out a water heater for one of our valued clients.
Spending the morning in the field, observing the daily routine of our frontline engineers, was a great reminder of what we do.
I pitched in (hopefully not tripping over my own feet) to assist Matt with his tasks. It reinforced the importance of keeping things straightforward for our engineers – streamline processes, refine systems, and make their lives easier to better serve our ultimate client.
Matt shared some valuable insights into the challenges he faces – from parking headaches in central Manchester to the logistics of hauling equipment from his van to the site. Even administrative requests can be a puzzle.
Getting this first-hand perspective was crucial. Many sectors term it 'back to the floor,' and during the festive season, retailers often insist on management getting their hands dirty with client deliveries or front line service.
But feedback, as much as it's a gift, only truly matters when you put it into action.
Post my stint with Matt, I caught up with other team members, who also spent time on the ground with engineers. We dissected our task management process at our top-notch Technical Services Operation Centre (TSOC) in Manchester.
The goal? A genuine incremental improvement plan to enhance the engineer experience, thereby upping our game in serving our end clients.
While some wait until the New Year to make resolutions, how about we all carve out some time in the upcoming month to hit the road with our teams?
Let's pay a visit to our clients and reiterate the importance of keeping things simple for our frontline staff – they're the ones delivering top-notch service to our valuable clients.
True leadership is not found behind a desk; it's discovered on the shop floor, where the heartbeat of our business is. Stay close to the action, it's there that you'll find the pulse of innovation and the essence of what we do for a living.
Richard Branson reminds us, 'A business is simply an idea to make other people's lives better.' The shop floor is where we bring those ideas to life, serving our clients and making a real impact."
#feedbackisagift #backtotheshopfloor
Project Manager at HITT Contracting Inc.
1moAmazing project, with an even better team! Can’t wait to see the photos.