In today’s world, we rely on our technologies to get us though the day. For some, our cell phones are a means of still being connected to customers and our business when we’re not at the shop. The office computer stores sales records and the inventory of parts and products we keep on hand. Our scan tools help us when diagnosing issues with a vehicle. All these technologies help get the job done.
But what happens when those systems fail? Recently, I was smack in the middle of a perfect storm of failures. I won’t bore you with the gory details of what went wrong but from the very beginning all the way through, we failed. When our customers are involved especially, it’s not something I take lightly.
On one of our walls, we have a poster that reads, “It’s Not Done Until it Ships.” It’s a simple reminder, a point of focus. What good does a built and tested transmission do if it never makes it to the vehicle? Not much.
My advice to you this week is in two parts:

1. Fill in the blank for yourself: It’s not done until ______. You’ve followed up with all of your new leads? All of your bays are empty – or full? Your inbox is cleared out? Create this statement and use it as blinding red light for your ultimate standard.
2. Failures are just bad experiences if you don’t learn from them.

What was I reminded of with this recent failure?

• Communication: Poor communication is at the heart of where many failures begin. When you or your team experience a major issue, it’s time to step up and sound the alarm.
• Squeak Louder. Captain Reman likes to quote, “The squeaky wheel gets the grease.” It may be an age-old proverb, but it has some very strong merit. If there is an obstacle that prevents you from performing your duties and your first point of contact hasn’t gotten you anywhere, squeak louder. Call someone else and ask for help. They might not have the answers you’re looking for, but they may have ideas and/or be willing to lend you a helping hand.
• Backup your backup plan. When something goes wrong, you have a way to handle it. But what if that fails, too? If you don’t have multiple plans ready when problems arise, it’s already too late. And winging it isn’t a plan. Think of the little things and think of the big things. Then, come up with strategies on how to deal with them.

Over the years, I’ve experienced many failures and learning opportunities. Once all of the emotion and passion from the failure settles down, take a moment to think about what happened and how the problem occurred. Find a way to focus on how what you do impacts the customer and set your own threshold.
photo credit: ©iStock.com/Zack Blanton

You’ve heard the saying: “It’s not over until the fat lady sings.” This week, the 6th Man is sharing a similar sentiment: it’s over when you ignore your failures. Join the conversation below or write to Nick directly.