The World According to Shane

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Interesting Lead

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This morning I was lucky enough to be invited on a private ride morning with my local bike shop. As a hack mountain bike rider I’m in the market for a new ride and Sandy from iRide in Toowoomba offered to let me and some mates trial a range of new bikes prior to my purchase.

During the course of the ride, the topic (as it often does when I’m involved) turned to business and staff management and I asked Sandy, how he measured the effectiveness and performance of his team of sales people, in the retail environment of a bike shop.

Now iRide Toowoomba is a “service” based bike shop. Knowing they cant really compete with the “race to the bottom pricing” of the internet, they deliver great, personal, knowledgeable and friendly service. Evident I guess in them taking us out for a spin. But it was Sandy’s response that really interested me. He said although they measure the “til takings” of each person, the real measure was how often a sales person was asked for. How often the caller on the end of the phone, or the walk in customer asked to speak to a specific person or how often someone said “such and such said to come here and speak with Cam” etc. Sandy and his team realise that just as important as putting money in the til each week, is building a relationship with a long list of loyal customers. And since people buy from people, not businesses, the only way to do that, is to attach a loyal customer base to each of his team.

This got me thinking. Does this apply to other roles within an organisation and if so how?

All we really have in business, either service or product based, are the relationships we build. Be they internal or external. Its those relationships that will ultimately lead to success. Whether we speak about Sales, or Manufacturing or Compliance or anything else, it’s the relationships of the people involved that drive the overall business performance. And the more I thought about it, the more and more roles this simple metric seemed to apply to. Sure, not every role, but the large bulk of them.

Think about it for a minute. If you have someone in your business managing compliance, a sure way of knowing in advance if their doing their job, might be to listen to your team. If your hearing things like “you better finish that off properly or Mary will find out”, there’s a fair chance Mary is doing her job. If people are mentioning her name, she obviously has a reputation (and relationships to forge that reputation) that means people know who she is, what she does and the consequences. For my money, this is a much better indicator of Mary doing her job, than simply hoping to get through an audit without a complaint.

Anyway, just a thought on a simple lead indicator for performance measurement.

The World According to Shane – I’ll be listening more carefully for reference to specific people from now on, as a leading indicator as whether they are performing in their role, regardless of what that role is.

Shane

BTW – Contact Sandy or Cam at iRide Toowoomba (07 4637 8522 or www.bikesiride.com.au) for a great deal on bikes and bike gear. I haven’t made a purchase yet, but you can bet your last dollar, the purchase will be made at iRide!!

 

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Comments

Ryan Myler

Director/ Financial Planner

Optimas Financial Planning

Shane has provided me with invaluable advice, being that I am in start up phase with my business. His knowledge of business in general, along with his strong understanding of the current trend toward social media and it's influence, have provided me with insights on how to grow my company. I would strongly recommend Shane in a business mentoring role due to his depth knowledge and broad experience, along with his superior story telling ability to make the complex simple.


June 25, 2012

Indiana Forrest-Bisley

Business Development Manager Australian Exhibitions & Conferences

Shane exhibited with us at the 2012 Safety in Action trade show - Melbourne. I found him to be extremely professional and furthermore his pre employment training services were a hit at the show. We will see Shane return to the safety show Perth (August 7-9). If you're in need of ANY type of pre employment training
I would strongly reccommend OTrain to anyone within HR."


June 29, 2012