Sit down and discuss

In a previous career, a management tool that was required in the organization I was a part of was the “brief” and “debrief”. That is, before an event, a briefing was held with the participants in front of a whiteboard. The brief could take 10 minutes to an hour, but by the time you walked out of that room, you understood the plan and your role in it.

photo (3)Just as important was the debrief. It took place immediately after the event and had  four parts:

1. A quick review of what we set out to do.

2. An assessment of what actually happened.

3. A dialogue of why there was a difference between what we planned and what actually happened (this was usually the most interesting segment).

4. A discussion of the lessons learned both good and bad. What actions should we keep for next time and what do we NOT want to do next time?

Of course, sports teams do this type of thing as a matter of course. But these are generally one-sided affairs from the coach to the team. Properly done, both the brief and debrief should involve all of the participants. And while I hesitate to advocate more meetings, I think as businesses, we should spend more time briefing and debriefing events.

Here’s an example… If I’m involved in one of our Field Service seminars, I’ll make sure the team gets together the night before to discuss. Not only will we discuss details such as who’s presenting what material when, but we’ll also cover the big issues, like what we want the attendees to learn. .

As soon as possible after the seminar, we’ll sit down and debrief the day’s events. We’ll follow the pattern above and have a good discussion of what went right and where can we improve. It’s almost always a very worthwhile discussion.

As a water systems contractor, when does sitting down and holding a briefing make sense? How about before that sales pitch to a major customer such as a municipality? Then afterwards, sit down and debrief how it went. Or, how about before that major installation that involves lots of players? At the end of the day, what were the lessons learned?

Holding a briefing and debriefing doesn’t make sense much of the time. But, making a conscious effort to sit down before and after major events allows you to constantly improve your team’s performance and will generally be a lot more productive than just walking into an event and “winging it”.

Hibernate or cultivate?

winterBaby, it’s cold outside.

In the winter months, the ground in much of the country is frozen. Construction gears down and moves to indoor projects, fields lie dormant with no need for irrigation, and no one fills swimming pools or plays in garden hoses. The reality of our world is that we gear up for “the season” and then hunker down to weather the off-months until the next one comes around. There just isn’t much new installation work in those months, so we sit around waiting for something to break. That’s just how it is.

Or is it?

I would argue that the off-season presents a tremendous opportunity to cultivate rather than hibernate. When the business slows down, we have a chance to reach out to people, build relationships, and add value in ways that can help balance out the cyclical nature of the water systems business. Consider the following:

  • Offer a total system check, following an example often seen in the HVAC business. $99 (pick your price) for a comprehensive evaluation of water system health, including tank charge, pressure switch review, and motor resistance. Is your home ready for summer? Don’t run out of water when you need it most.
  • When people have had a full house for the holidays, they often expose the limitations of their water systems. Not enough water pressure or fluctuating water pressure may have surfaced as an issue during heavy use. While the memory is fresh, this is a great time to suggest an upgrade to a SubDrive controller or an Inline 1100 whole-house pressure booster. Did you have to schedule your shower time when Aunt Mary and her family came to visit? Make sure your system is ready for guests with SubDrive/Inline 1100! (On the flip side, you can gear up for the holidays in the same way.)

With a little creative thinking and proactive bustle, you can turn even the winter months into a profitable period for your business. Who cares if it’s cold outside?

Water Well Wednesday

Last week at the Kansas Groundwater Show in Hutchinson, Kansas, I met Bruce Reichmuth of Hydro Resources (formerly Henkle Drilling) out of Garden City, Kansas. Bruce is in a small and unique club in our industry: once a week, he goes on the air at KIUL Radio 1240 AM and talks about water wells, drilling, pumps, and just about anything else having to do with groundwater.

1240It all started a few years ago when Henkle Drilling changed their name to Hydro Resources. To make sure that their customers knew about the name change, Hydro bought a few spots on KIUL. That relationship lead to the host of Mid America in the Morning to ask Bruce to be a one-time guest on the show to talk “a little bit about water wells.”

Pretty soon it was once a week, and two years later, Bruce is still at it. Every Thursday morning around 9:40, Bruce is on the air at KIUL to talk about a groundwater topic. Topics range from seasonal considerations, drought conditions, how pumps work, simple trivia, drilling methods, and even constant pressure systems – anything that educates the audience about groundwater. Sometimes Bruce will bring a guest with him such as a fellow employee or even an unsuspecting pump salesman. On yesterday’s show, Bruce discussed the Kansas Groundwater Convention and shared some of the McEllhiney Lecture (underwritten by Franklin Electric).

Bruce says he keeps asking the station, “Are you sure you want to keep doing this? This is all very interesting to me, but are you sure it’s that interesting to your listeners?” The reply is always the same, “YES! What you’re talking about is critical to this area and our listeners want to hear and know more about it.”

It’s actually been interesting enough that Bruce’s expertise has generated another show on KBUF 1030 AM. That show is called “Water Well Wednesday” and airs live during the “Today in Agi Business” program by John Jenkinsen. This is the live broadcast from Hydro Resources’ offices once every other month.

Granted, Garden City, Kansas is a unique market area and Bruce’s radio segments wouldn’t garner the same amount of interest in Chicago or Atlanta. But it does show how important it is to provide the general public with expertise and knowledge on groundwater. Just a few minutes a week is going a long way in western Kansas.

Not just solutions, insight

lossless-page1-671px-Two_people_talking_tiffOn several occasions, I’ve emphasized how all of us in the water systems industry are salespeople in one form or another. And as a professional contractor, you are out there week after week selling our industry’s products, services, and expertise. The customer may be a homeowner, a business owner, a farmer, or a municipality. So given the importance of selling in our industry, whenever I see a business article about what makes a successful salesperson, it always gets my interest. In a post last year (Know your stuff), I highlighted a research study done by two PhDs that I thought stated the obvious. They identified eight different sales personalities and concluded the most successful type was what they categorized as “the expert”

I recently ran across a similar study with somewhat different conclusions. In a Harvard Business Review article entitled “The End of Solution Selling”, the authors identify and evaluate not eight, but five sales personality types. There are:

  1. Relationship builders, who take the approach of always being the good guy and focusing on exactly what the customer says he or she wants.
  2. Problem solvers: These sales types dive into a customer’s problems and work diligently to solve those problems.
  3. Hard workers treat sales as a numbers game with a mentality of “if I make more sales calls than anyone else, I will be the most successful”.
  4. A fourth type is the Lone Wolf. As the name implies, these salespeople are very independent and use everything at their disposal, sometimes at the expense of their employer’s policies and procedures.

What was interesting was the fifth type. In their study of 6,000 salespeople, the authors identified this type of sales personality as by far the most successful in today’s business environment. They call this type the Challenger. Challengers are debaters. They have a specific view of what their customer needs are beyond what the customer tells them. They actively share that view with their customer. They don’t simply acquiesce to what the customer is telling them, but instead take the approach of “I’m here to provide you insight and guidance on the issues and problems you don’t know you have”.

The Challenger approach leads to “insight selling” and the big idea of the article is that “solution selling” focuses on the problems that customers tell you they have, whereas “insight selling” focuses on problems customers don’t know they have. It’s important to note that Challengers don’t cross that line of becoming obnoxious. But they are assertive in their opinions of what they believe the customer truly needs.

So, what does any of this have to do with water systems? Even though I’m always dubious of academic articles on the topic of selling, I think the authors are actually confirming what many of us already know. When it comes to water systems, most end-users have no idea what problems they really need solved. Ask a homeowner during a typical service call what their problems are and they will tell you, “I’m out of water, fix it!” The solution selling approach would be to simply get them back in water. However, the Challenger says, “Okay, I will do that, but here’s why you are out of water and here’s what we are going to do to improve your water system.” Maybe the contractor then explains why they need a larger pump, constant pressure, or dry well protection. Once again, the approach is to use expertise and experience to offer insight and guidance.

At the end of the day, you obviously can’t force something on a customer. But you can take control and offer a firm opinion on what you know your customer needs, not just what they are telling you they need. The result will probably be a better, more reliable system for your customer and more sales for you.

The fab five

Even though 2013 is already well underway, I thought we would take one more “over the shoulder” glance back at Franklin in the Field in 2012. There were 51 new posts, and the blog received 6,300 visits from 84 countries. But what’s really interesting is go back and take a look at the five posts that got the most attention (clicks) in 2012.

Coming in at #5 was Every team has an MVP, where I highlighted Franklin Electric’s Charlie Utley on receiving our Most Valuable Player Award at Franklin Electric’s annual sales and training conference.

At #4, We’re not selling pumps was probably my personal favorite. It highlighted how our industry provides so much more than just pumps.

Number 3 was contributed by Franklin’s Tammy Davis. In The real reason she makes a great case for attending that next trade show.

Number 2, Credit where credit is due was posted way back in January and congratulated Keith Hall on his 43 years with Franklin Electric. By the way, Keith is still providing outstanding training at our monthly Franklin Tech sessions in Wilburton, Oklahoma.

Finally, coming in at #1 was 12 AWG, 12 gauge, and #12, a post about wire gauging nomenclature. No, I can’t explain why this one came in at #1 either, but it had 440 views. Apparently there’s a lot more interest in wire sizing that I realized.

There you have it. The five most clicked Franklin in the Field posts from 2012 out of our library of 86. I can’t wait to see what 2013 brings.

Auld lang syne

Thanks to Randy Woodland, a Franklin Field Service Engineer based in Colorado, for providing this post.

OldDrillingI participated in the installation of a new solar pumping system last month as part of Franklin Electric’s commitment to field test new products before they are commercially offered to customers. As with any trial installation, we had a few issues. The most annoying one involved the flow switch “talking” to the controller, but we were able to solve it without incident.

After everything was running well, the contractor commented, “I miss the old days, things were a lot simpler to install and troubleshoot when we didn’t have all of these new products to offer.” I immediately agreed with him; pump installations seemed a lot simpler twenty years ago. I’m not too proud to admit that at times I’ve even wished I didn’t need to constantly learn new things in order to do my job.

The more I thought it, however, I realized something. It doesn’t matter whether we like it or not. In order to stay in business, we have adapt to new products and new ways of doing things. It’s that simple.

Then I remembered a training seminar I attended at least ten years ago. The presenter said something that has stuck with me ever since. “The last buggy whip manufacturer in the United States probably made the best ones ever, at the lowest cost, with fast delivery and excellent customer service. So what? His market changed when automobiles replaced the horse and buggy. Being the best at something doesn’t matter if that something is no longer what the customer wants.”

We are no different in the water systems industry. VFDs take the place of large tanks and valves, electronic protection devices take the place of fuses and heaters, a web page takes the place of an ad in the Yellow Pages, and so it goes.

That guy was absolutely right. It really doesn’t matter whether we like it or not. If the customer asks for it, we have to provide it. In today’s age of readily available information about any product or process, the consumer will find out what is available. If your company or mine continues to sell and service buggy whips, our business will suffer for it.

What any industry wants to sell doesn’t matter if the customer wants to buy something else. If you don’t offer it, your competition will. Don’t forget that today will be someone else’s good old days.

Suddenly learning new things doesn’t seem like such a bad idea.

7 billion and counting

“Your aquifer is the only part of your well system that you can’t replace.”

CaptureThat was the opening line at a lecture I attended last week at the NGWA Ground Water Expo in Las Vegas. The speaker, John Jansen, is the 2013 McEllhiney lecturer for the National Ground Water Research and Education Foundation (NGWREF), and he holds a PhD in Geological Sciences. His presentation is titled Keeping the Pumped Primed – Aquifer Sustainability.

John opened the presentation with a sobering look at the world population over the last 10,000 years. For most of that time the human population grew very slowly, taking until the industrial revolution to reach 1 billion people. It took another 100 years to get to 2 billion in 1927. But by 1960, there were 3 billion on the planet. In 1974 we hit 4 billion, 5 billion in 1987, 6 billion in 1999, and 7 billion just last year. Estimates are that even with controls, the world’s population will be 10 billion by 2100.

That’s a lot of people who will need water. Here’s where John’s presentation got even more interesting. There are 332 million cubic miles of water on earth, but 97.5% of that is in the oceans. That leaves 2.5% as freshwater, but 69% of that is tied up near the poles in glaciers. The vast majority of that is groundwater, and surface water comprises less than 0.4% of freshwater. You’ve no doubt heard some of these numbers before, but John presents them better graphically than I’ve ever seen. The message is clear: we simply cannot survive without sustaining the groundwater in our aquifers. It’s not only the future of our industry and your business, but it’s the future for much of human society.

All of that was in the first ten minutes of John’s presentation, but John’s perspective is not one of gloom and doom. From there, he moved into the details of how to sustain an aquifer for the very long term–not from an academic viewpoint, but from his real world experience in balancing local economic and political realities with environmental needs, as well as the steps needed for successful aquifer management.

The NGWREF McEllhiney Lecture Series gets stronger every year, and 2013 will be no exception. John will be presenting his lecture throughout the coming year, very likely at a state convention or event you are attending. I highly encourage you to attend. It will be time well-spent.

The McEllhiney Lecture Series in Water Well Technology is made possible by a grant from Franklin Electric.