As your startup grows the business challenges (i.e., the fires) you face will grow two-fold.
Your daily to-do list can be determined by the newest fire, the
fastest growing one, or the blazing fire you simply can’t seem to put
out. This is make or break time – are you simple putting out fires or
are you going to get focused and grow your business?
The good news is that every challenge you face is another way to
learn. But, the way you solve it can also have a long-term impact on
your business (no pressure). There’s a very important question you need
to ask yourself before you jump into firefighting mode:
What is the actual problem I’m trying to solve?
Stop, Drop and Problem Solve
This sounds simple, however sometimes you may be moving so quickly
that you’re at risk of making changes for the sake of change.
Remembering to stop and truly identify the underlying issue will enable
you to stay focused and create a powerful solution that will last.
Here’s an example, and it’s one that you may have already faced: Let’s say you’re receiving complaints about customer service,
especially when a customer is upset about their ordering experience.
This frustrates you to no end because you built this business by always
taking care of the customer and making sure they had a smile on their
face—no matter what.
The correct firefighting solution is this: Identify specific customer
service reps who are tied to the issues and provide refresher customer
service training on how to handle complaints.
The powerful, lasting solution comes next. Once you look back at how
you handled customer complaints you realize that you spent your entire
day interacting with customers and never “bottled” your approach.
After reviewing your customer service training
materials, you recognize they walk employees through handling a
complaint in a generic manner. There is none of your passion and
commitment to taking care of the customer regardless of what the issue
such as listening, not being defensive and most importantly, not taking
it personally.
So, now what?
You can now create new, simple training methods that begin with your
company’s customer service mantra: Listen. Empathize. Do Whatever It
Takes To Make It Right. You have everyone in the company take part in
this training, including you, so your staff knows that it starts at the
top. This mantra then becomes an integral part of every employee’s
onboarding, regardless of their role.
Putting Out Business Fires, Permanently
This question, “What is the actual problem we are trying to solve?,”
can be asked for nearly any business challenge you face and it can be
modified based for the matter at hand. Beyond solving problems, it can
also help you frame areas for growth. In some cases you’ll need to ask
yourself, “What is the true opportunity ahead of me?” It will make you
think big . . . maybe even bigger.
The key when going through this exercise is to peel back the layers
and look beyond the surface. Don’t be fooled, this is definitely not the
easy solution. It’s the one that budding entrepreneurs follow if they
want to evolve from volunteer firefighter to a great business leader.
Source: http://yfsmagazine.com/2014/10/14/are-you-putting-out-fires-or-growing-your-company