Anyone successfully using systems in the field ?

[Az Gardener]

I am talking about documented systems that the crew follows without you being on site? I am particularly interested in owners who do not regularly work in the field.

[paponte]

Maintnenace crews run themselves. I am still onsite for installs to layout and inspect. I don't quite trust anyone enough in that field yet. :)

[Az Gardener]

Many crews run themselves and that can be the problem. Are they doing thigs as you want or is it left to the discretion of the foreman making decisions as he sees fit. I mean very detailed to maximize productivity.

[paponte]

I know exactly what you are talking about. I train foremen, and I also expect them to make decisions. That is part of their responsibilities. On the other hand they know that it is my way or no way. As so are business owners, we are all responsible for our actions. They know that for any reason they are not comfortable making a decision to contact me. Thats what owners are primarily there for, to make decisions so one else can make.

With the right plans in place, a company should run itself with no questions about a single persons' responsibilities. When something isn't getting done, you know exactly to go to. They will have no excuse for their duty not being performed. :)

[eruuska]

Michael Gerber (of E-Myth fame) really advocates systems documentation. He says you should run your business as if you are preparing to franchise it, ala McDonald's.

I'm still solo for now, but I'm watching and observing myself with the idea that I'm going to be documenting EVERYTHING so put together a systems manual for future employees.

[Az Gardener]

I have read Gerbers books and even hired an E-Myth coach for 2-years ( very spendy) problem is I cannot get people to consistently follow the systems in the field. They work very well in the office and sales process but in the field they go to hell. You can't fire everyone so I'm at a catch-22. I'm going back into the field myself starting Monday and another jobbing .com add to prepare for whats to come. Its not like the biz is on the verge of collapse or anything, its just that I sell a product and often the crew can't deliver what I sell. Still our homes look tremendously better than most, but its frustrating as I have spent so much time and $$$ on this endeavor (systemization) to have the company run without my day to day involvement. Thats why I was asking. So I have 1 company in NY that its working for, are you using anglos or hispanic or a mix? Maybe you got some stepford gardeners. Anybody else? I did a search and Pm Lawn discussed briefly systems for the field.

[paponte]

its just that I sell a product and often the crew can't deliver what I sell

Thats hitting the nail right on the head. Gotta make them feel like they are ontop of the world. We offer incentives for our guys, and the harder they work the more they get out of the business. It's a win win situation. I also let them know that if they don't wanna be there, then I don't want them here. We work a a team, if you can't provide what I am selling, then we need to find a better service provider. :)

[MarcusLndscp]

Thats hitting the nail right on the head. Gotta make them feel like they are ontop of the world. We offer incentives for our guys, and the harder they work the more they get out of the business. It's a win win situation. I also let them know that if they don't wanna be there, then I don't want them here. We work a a team, if you can't provide what I am selling, then we need to find a better service provider. :)
I couldn't agree with this quote more

[J Hisch]

We implement a by the numbers approach. I got this from my day of being a Marine. Setting up systems and making things run smoothly is a natural gift for me. I would be happy to shar my by the numbers system, if I knew how to attach files.

[MarcusLndscp]

J Hisch
Just go to Manage attachments below and then hit Browse and select from your comp what it is you want to attach. Then hit upload and wait for it to appear on the list of uploaded files

[paponte]

After you type in a reply, scroll down and you will see "attatch files" and a "manage attatchments" button. use that to browse, then select the file and hi upload, then hit submit reply like you normally would. Thanks for sharing.

[MacLawnCo]

guys, this is what I consider engineering success. Put systems in place so that your employees can not fail... if they follow the system. You also need to engineer checks into the system so that you monitor what goes on. It is best to work it out on you own. Id highly suggest a flow chart of all actions/steps in your organization and go from there.

[kotajack]

Guys,
This is system thing is something we have been struggling with for two seasons now. I have read the e-myth. When you make a hamburger it is the same every time, yet every lawn that gets mowed is different,plantings, patios they are all different. I also find it difficult to implement and moniter the systems while you are still working in the field. Some employees get it, and can excell with systems. Most employees don't care and ignore and buck the systems. Often times I at their mercy due to the fact that the company has so much work and cant afford to fire the problem employees.
It may sound negative but I seem to have more problematic employees than good ones.

As far as selling a product that employees cant deliver, I have begun to think this is a very real problem. I always wanted the best accounts, only high end, when I finally got them everything is great when I am in the field. Even with systems in place, its not the same as when I am in the field and quality definately goes down. With My goal being to not be in the field so much, I wonder if we would be better off with a clientelle where the quality is not as high. With todays work ethic, and constant turnover I don't know that employees can deliver quality work needed.

[Az Gardener]

Finally, I'm not alone. So for those of you who do have it down what is your secret? Fire the problem employees and keep new employees in the pipeline? Is it really that simple? If anything I am probably too easy on my employees I take a teaching approach, I don't ever yell. They are all paid very well and have more lattitude re; leaving early, days off, etc. Than I ever did as an employee.

[rats5656]

send the charts?

[paponte]

It may sound harsh but sometimes you have to fire the weak, so the strong stay strong. I tell anyone that I hire I have never had someone quit on me, but I have let people go. That means alot to me being an owner, and the guys that have been with me a while know it's true. Right off the bat I let people know that I am not here to make friends, and kissing up will get you nowhere. Actions speak louder than words, and talk is cheap to me

I treat you right, and you treat me right. I don't care if you like me or not. On the other side I really don't care if I like you or not. I may not like a person, but if they do their job there's really nothing I can say. It's almost like having kids. They know that you love them, but they also fear you out of respect. :)

[SPLC]

This will be the first year for me having 2 crews. My maintenance foreman has a quota to meet (lawns per hour) based on my figures from last year mowing. Lawns are rated by size (1,2,3,4,5) and he gets paid a small amount per lawn that he mows per day in addition to his hourly rate. This keeps him moving. Therefore he keeps the crew moving.

As a quality check, he gets a bonus each month when I don't get any customer complaint calls. If I get complaint calls, I'm contemplating having him repair any damage after hours, or docking a percentage of his 'commission' on the lawns he has mowed per complaint call I recieve.

Therefore I get a fast crew that isn't careless. Everyone is happy, including the customer.

[gardenkeeper88]

Just my $.2 worth. 2.5 years w/ a 2nd crew now. you might want to rethink about cust. complaints and add check ups by you. "Most" of the time the cust doesn't call until their fed up or multiple problems. then it may too late or potential cust. see it and don't think of calling you. I do reg checks every week ( not all properties) but one of the checks showed the crew didn't mow 1 section, didn't edge anything, and blew off everything but where the trailer sat. I could have shot them.:gunsfirin Did the cust call? No and my check up was 3 days, after they were there. :confused: When I took the forman back I didn't get a complete answer other than they were hurrying because the first 2 jobs took longer than normal. (this day they had 5 comerrcial jobs a couple of bigger ones) So possible 2nd. prob. to consider. for your time schedule. Things change year to year week to week that affect times inc. weather, fert, crew, different day,( mon. seem slower than tues Fri. always goes fast) etc. I like your basic idea & I may infact try to tweak it to work some parts for me, but just some food for thought. I'm now working on getting my 3rd. truck so that I can pull out of the crews and just do chem apps. and run bus. and have more time to get operations more smooth and increase some profits per crew.payup

[Az Gardener]

Just my $.2 worth. 2.5 years w/ a 2nd crew now. you might want to rethink about cust. complaints and add check ups by you. "Most" of the time the cust doesn't call until their fed up or multiple problems. then it may too late or potential cust. see it and don't think of calling you. I do reg checks every week ( not all properties) but one of the checks showed the crew didn't mow 1 section, didn't edge anything, and blew off everything but where the trailer sat. I could have shot them.:gunsfirin Did the cust call? No and my check up was 3 days, after they were there. :confused: When I took the forman back I didn't get a complete answer other than they were hurrying because the first 2 jobs took longer than normal.

Excellent point, I deal with similar problems. I take pictures and print 4 to a page and make notes below. I can also illustrate where I want something trimmed to, circle stuff etc. I see every property at least once per month. I just gave one guy a route of his own, subcontracted. He has odd ways and doesn't fit with any systems but he can do good work. I will be checking his homes more frequently.