WEBVTT

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As you watch, notice what this team does

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that resembles your own.

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This team has plenty of work, but customers

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are waiting.

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Each manager sees a different cause, and the

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owner thinks the answer is more staff.

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Watch how they move from defending their departments

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to choosing a result they can own together.

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12 days before we start, we'll lose customers.

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We need more technicians.

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more technicians won't help when jobs arrive without

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the parts confirmed.

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My team gets the sale.

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We can't check every detail.

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but someone has to.

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I'm answering calls about dates we shouldn't have

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promised.

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So sales is the problem?

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No.

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Where does the work stop?

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I thought staffing was the problem too.

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What did the team's review show?

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20 recent jobs.

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The median wait was 12 business days.

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Several sat because details were missing, even when

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a crew was available.

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Fine.

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But a long checklist will slow every quote.

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Then check before we promise a start date,

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not before we quote.

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Crew, parts, customer access.

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Confirm those, and I can own the date.

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And I get an answer quickly?

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I can't leave customers waiting for operations.

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Agreed.

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Let's set a response time and test it

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this week.

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What result will we review?

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Reduce the median wait from 12 to 8

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business days over 90 days.

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I'll own that result.

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I'll track promises kept, so faster doesn't mean

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less reliable.

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What about the new service area?

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We've already had inquiries.

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With the same crews, we haven't fixed the

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delays here.

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If we wait, a competitor could get that

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work.

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That's a real risk.

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What happens if we take it now?

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More promises on top of the ones we're

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missing.

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keep the inquiries.

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No launch commitment yet.

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We'll review expansion after this cycle with the

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service results in front of us.

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I can explain that, but put the review

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date on the calendar.

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Agreed.

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What happens next?

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Sales confirms the job details before asking for

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a start date.

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Operations confirms capacity and owns the schedule.

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I'll bring the first results Friday.

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I'll record missed promises and the reasons.

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We need to see those too.

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Good.

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Bring your findings and your recommendation, not just

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a request for me to decide.

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Where do our priorities compete?

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Pause here and agree on what needs attention

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first and what can wait.

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Then continue with the matching stage in your

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Team and Employee Engagement Workbook.