Sales closes a job. Production doesn’t find out until the customer calls asking when the crew is coming. Operations makes a scheduling change. The dispatcher finds out the same time the field does. Everyone is working hard. Everyone is doing their job. And yet the...
He was one of your best technicians. Customers loved him. His callback rate was low. He showed up early, stayed late, and never had to be asked twice. You promoted him to service manager eighteen months ago. And now you’re watching the same person who was exceptional...
You’ve handled this before. The technician who kept missing callback windows. The estimator who kept letting bids sit too long. The scheduling conflict between field and office that kept creating customer complaints. You addressed it. You thought it was resolved. And...
You’ve had the same conversation with the same person three times this quarter. You sit down. You explain what’s not moving. They nod. They say they’ll fix it. You feel slightly better walking out. And two weeks later, you’re scheduling it again. The conversation...
You’ve had the accountability conversation with the same person twice this quarter. You told them what you needed. They said they understood. And here you are again, looking at the same gap between what you expected and what actually happened. Before you decide this...
