I’m an addict. I’m addicted to drama. To feeling necessary, to the hustle, and to the grind. I have heard 3 bloodhounds separately say “putting out fires,” recently.
And to that I say: why? And to myself I say, why.
Here’s the thing: even though we’re living through a paperwork-fight-to the death with the Government, we still have quite predictable businesses that lend themselves to systemization. I broke out of the pack as a mortgage lender when I tried to get every single file “clear to close” on the first pass. It was more work up front, but in 2007 (after the ‘crisis’s’ first act) I had a great year. Doubled my 06 volume.
Why? Because if an underwriter ever “stipped” me, I’d add meeting that stip to my checklist and solve the problem. I required title companies to send a HUD-1 on DAY-1, and if they were picked a fight, it was easy to get them to take the 10 minutes to estimate taxes, etc.
This process was the only way I survived, and the only way the carnage from my tax stuff wasn’t worse than it was.
Which is to say this: we can become anticipatory in our businesses. We can learn how to figure out what customers need, and how to serve them.
But, we have to give up our “superman” ethos. Most house problems were caused by the Realtor/Lender/Whomever having a terrible process. Most of them were caused by someone acting clueless. “We need a termite inspection? Really, man, the underwriter pulled THAT out of nowhere.”
We have more power than we realize. We can systematize a transaction so it goes like clockwork. So it’s “artisan” quality, in lieu of “call center” quality. When we pursue operational excellence, then what happens?
Our clients notice a difference.
We notice a difference and are more proud of our work.
There are no “fires” to put out.
So, in lieu of going after the drama we manufacture, we can make more drama by throwing ourselves at Jeff Brown Challenges, or Greg Seinfeld Chains.
“What do you learn” with every file.
“What caused a delay” with every file.
“What gave the customer pause” Read more
