NOTE: Once your new hire has correctly filled out all 12 Skill Reviews we recommend you publicly recognize your “Service Engineering” Champion. So why not give them a nice, crisp 100.00 bill at your next company staff meeting? (Along with enthusiastic applause from everyone!)
Bring your people together in a weekly meeting (paid of course) to listen to one “Winning” session at a time. Feel free to stop the program and ask, “So do you guys remember Mrs. Jones last week. Now SHE was a Cheerleader!” or “Charlie, can you give us any Moments of Truth you gave Mr. Smith yesterday?” and then go on. Have a verbal review at the end of the session and if you wish have your employees each fill out a Skills Review.
Work “Service Engineering” terms into your company culture. Use phrases like Cheerleader, Baseline Expectations, Moments of Truth and Illusion of Control on a daily basis. And don’t forget Tom Peter’s famous saying, “What gets measured… gets done!” So measure, recognize and reward your employees when they make Cheerleaders!
About Steve Toburen
Steve Toburen spent over 20 years “down in the trenches” providing home owner services including remodeling, painting, decorating, janitorial, carpet cleaning and fire and water damage restoration. Steve’s flagship cleaning and restoration company grew into a nationally recognized operation based on its high per-capita profits in a small market base.
In 1991 at the age of 38 Steve sold his 16 employee company and retired from full time business. However, Steve also has a “low boredom threshold”! So he founded Concepts of Value, a training business focused on helping residential service companies.
Based in his own experience Steve discovered most residential service firms do “good work”. But their on-site techs don’t have a clue on how to mold the “Emotional Dynamics” of the transaction. So many (if not most!) service firms working on the “Home Front” just limp along instead of growing into a “Critical Mass” company.
NOTE: Steve defines “Critical Mass” in business as a company that will run with OR without the owner. This happy state gives the owner(s) the “Personal Freedom” of working when they want (fun!) but also having the freedom (and wealth) to do something else! (Which is even “more fun”!)
Since 1996 Steve has served as the Director of Training for Jon-Don’s revolutionary Strategies for Success (SFS) program. Click HERE for more info about SFS. Steve has also owned a computer systems house, an auction service and has been a certified white-water raft guide.
The Toburen family spent 13 years in the Dominican Republic working as full time, unpaid volunteers and they continue in this volunteer work today. Steve and his wife, Sioux have two children. Matthew (who is a partner in this web-site) still lives in the Dominican Republic and Megan who is a Medical Assistant in New Mexico.