Out of the Crisis.Org

[Louis Altazan]

It’s been several years since Ted slipped into his slump. He has not been sitting idly by, he has tried countless quick-fixes. While each looks promising, the over-all results are disappointing and his average has not changed much. Finally Ted realizes he has to do something. He must forget his past glory and look for solutions that work, and quickly.

If Ted were an automotive repair shop owner, he might begin with a self examination. This will not be easy, because he must forget what those closest to him keep telling him. He must realize, those closest to him agree with him, that is why they are close. For instance his present clients are the ones that see value in his present services. That’s fine, but he needs to know why so many others are NOT his present clients. His family and friends simply want Ted to feel good about himself. Again that’s okay, but can’t help.

Deming said, “A man cannot dig himself out of a pit,” instead more digging makes the pit deeper. Help normally comes from the outside and it comes by invitation. This means a different perspective is needed. Those inside a business normally know everything about it, except how to improve it. They have done their best and continue to do their best. Problem is they are in the pit.

Coming by invitation, in this case, means being welcomed or accepted. Help may have been invited before, but unless Ted forgets his preconceived notions, he will not accept methods or ideas that conflict with his point of view. He already “knows” that they wont work, except that he is wrong.

A good start would be to really look at the business. Not as it is seen by those that know the reasons why things are as they are [Ted.] Rather a clear look at the way things really are. The way a person who knows nothing about the business might see it:

• What is special about the business?
  
  
• Why would a client come here?
  
  
• Is there a reason(s) a client might chose it over all their other options?
  
  
• Can this reason be easily seen?
  
  
• Can the business truly and consistently deliver on this promise?
  
  
• Does a cold, outside look still convey the message?
  
  
• Is the business consistent in its appearance, aim and marketing?
  
  
• Who is the desired client? Why?
  
  
• Are there a sufficient number of this group to support the business?
  
  
• Do the services offered meet their needs? How will the shop know?
  
  
• How will this group be reached?
  
  
• How will they be convinced?

This is not “THE solution,” it is the beginning of a solution.

Part II
Part I

_________________
Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA