Give you a company, see how you manage

Chapter 29 "The Subconscious" Lost Points
It is necessary to earn back in the "subconscious" to tell you the importance of "habit" and some methods of operation on how to let employees develop habits.There is such an industry rule in the car dealership S store industry that manufacturers have to conduct several "evaluation inspections" on the various processes of the sales store every year, and decide various preferential policies for each store based on the score and ranking order.This kind of manufacturer's "assessment and inspection" is "life and death" for any car S store-maybe just a difference of one or two points will cause a significant decline in the manufacturer's ranking, which will bring manufacturers preferential policies" Tighten" result.This is no small matter, and any "fine-tuning" of the manufacturer's policy may mean the gain or loss of millions of funds for the dealership.

In view of this, for the "assessment and inspection" of the manufacturer, the dealerships can be described as "eight immortals cross the sea, each showing their special skills", and they have tried their best to get a good score.However, in my store, there has been a long-term "headache" problem-no matter how much effort you put into training the process, some employees just "lose the chain at critical moments" and keep "missing items and losing points" , let you lose your temper.Since the third-party investigation company entrusted by the manufacturer adopts the method of "mysterious visitor", some employees have come up with a brilliant idea - everyone works together to "judge" the identity of the mysterious visitor, as long as they can "identify" who is the mysterious visitor , wouldn't it be enough to make the process perfect for this mysterious visitor?But after several attempts, they all ended in failure.Think about it, they are a professional "investigation company", and they eat this bowl of rice. Can you find out your real body so easily?Therefore, relying solely on these "deception and stealing" cleverness will not help.

If you really want to solve the problem, you still have to return your thinking to the essence of the problem.That is, what is the root cause of employees "missing items and losing points" in the process?Is the training and education work not done enough?surely not.Which of these processes has not been trained more than 1 times, and the employees can hear the calluses in their ears, and they can simply "recite backwards"?The answer to the question obviously does not lie in this, but lies in the word "subconscious".That is to say, all the phenomenon of "missing items and losing points" actually happened "subconsciously".Few employees knowingly "miss items" but do so on purpose.They are "unknowingly" in the "missing item" behavior.Now the question is, since it is "subconscious", since it is "unknowingly", isn't there no other way but to "catch it with nothing"?

Is there any way to solve the mistakes made by people "subconsciously"?Of course there is, and it's super simple.As long as the employees lose the points in the "subconscious", they can get them back in the "subconscious".To put it simply, it is: use the "subconscious" to fight the "subconscious".Each of us will have "quirks" of one kind or another. For example, before writing an article, we always have to drink a few sips of a special drink; before entering a door, we always instinctively take out the mirror and tidy up our appearance etc.For me, before going to work and closing the door every morning, I always instinctively touch my pocket to make sure that the key is in the pocket before I close the door, and all this is done "subconsciously".Because even if I am answering and calling the mobile phone when I go out, I will not forget to complete the action of "touching the pocket".Of course, there will always be one or another opportunity and reason for the emergence of our "quirks".

For example, for me, because I once took the door and found that the key was locked in the house, it took a lot of trouble to ask the lockpicking company to open the door and take out the key, so "once bitten by a snake, I have been afraid of well ropes for ten years, so I have developed such a habit.Similarly, for our employees who often "miss items and lose points", we can also develop such "habits" and even "quirks" (I don't actually have a bad feeling about the word "quirks", I think this It is a kind of "obsessed" and "paranoid" habit. Once this "habit" is formed, even if there is a knife in the sky, it will not be "out of shape" in the slightest), let them do it in " Subconsciously earn points back.For example, there is such an item in the factory process of my company: after the customer drinks a glass of water, the employee must have the action of "refilling the water".But in actual operation, most of the employees can't do this, and they lose points again and again on this item.

No matter how the managers educate and emphasize it, it will have little effect, which is useless.In fact, after careful study, there are two reasons for this phenomenon. One is that many customers don’t drink much water. Basically, pouring a glass can last for a long time until the customer leaves; or, the employees are negotiating with customers. During the process, the attention was too focused on the content of the discussion itself, thus ignoring the "small details" of "refilling water" for customers.Therefore, in order to solve this problem, I have adopted a method of cultivating "quirks"-no matter whether the customer has finished drinking the first glass of water or not, he must ask "Do you need to refill the water?" When this kind of inquiry, the customer didn't take a sip at all, and the cup is still full, so he still has to ask.Until it becomes a habit.Because the key here is not whether there is water in the customer's cup, but whether the employee can remember to "refill the water" for the customer.Usually, as long as our employees can still think of something and still have "thoughts" about it in their minds, they are not afraid that they will not be able to reflect it in actual actions.Therefore, the key is the question of "whether there is this string in the brain". When the brain is there, the hands and feet will be there.Don't underestimate this method. This method of using "subconsciousness" to fight against "subconsciousness" will actually be of great reference in many aspects of corporate management. It depends on whether our managers can "know the pearl".

(End of this chapter)