Key performance indicators that tell the story - Consistency

Do you remember Vanilla Ice's "Ice Ice Baby"? How about "Macarena" by Los del Río? These are your typical one-hit wonders. Did they capitalize on their success? Maybe for a moment. In business, consistency leads to sustainability.

How could you peer into your business operation quickly and identify what must be changed to sell work, efficiently perform work, and earn a profit? What are some easy metrics you can evaluate, or as they are called, key performance indicators? I am providing KPIs that matter to me and breaking them up over several articles. The KPIs in this article will not be numbers or mathematical calculations; rather, they will be observational KPIs.

"Sustainability in business is everything; it is what separates the "blue chips" from the rest of the stocks. Consistency is one of the pillars of sustainability."

This article focuses solely on the consistency of order, best practices, and service delivery in your business operation. If you asked me what I pursue above all in business, it is, without doubt, sustainability. Sustainability in business is everything; it is what separates the "blue chips" from the rest of the stocks. Consistency is one of the pillars of sustainability.

Before I give you some of my KPIs for consistency, allow me to provide some additional coaching. Place yourself in the client's seat for a moment. Who is your client? My client is typically a commercial property manager, facility manager, or asset manager. None of these client profile types have the time or desire to micro-manage my services. Time is clearly a precious commodity. Without a consistent delivery of service, I will lose these clients. Consistency matters, and it must be built into the fabric of your business. Consistency in service begins far before the client sees the results of service delivery.

Competition killers

If you implement a policy, rule, best practice, or fulfillment process in your business operations, you must consistently carry it out. What is the opposite of consistency? Inconsistent. Consistency takes leadership and discipline. By establishing patterns of discipline and workflow, you can analyze your consistency quickly and easily. Below, I will provide ten items that tell me if there is consistency in my operations. Some of them may seem silly. I would not consider them silly, maybe more like lethal weapons in business structure, competition killers.

"crooked trucks = crooked work"

Ten items that tell me if there is consistency in my operations:

1. Are managers onsite 15 minutes before the "ECF Egress Standard" begins?
2. Does the "ECF Egress Standard" occur to strict guidelines and sequencing?
3. Is each facility in pristine condition according to our 5s plan?
4. Is every truck, trailer, or piece of heavy equipment in its assigned parking spot?
5. When I flip through the training logs, are the last meeting's signature logs in the binder and signed by every present team member?
6. Does every employee I encounter at the Service Center level have a complete and fully clean uniform?
7. When ingress occurs, are operations-related managers in the shop and yard to meet, greet, and direct personnel?
8. Was any trash left in cabs or the beds of fleet vehicles EOD?
9. Are materials and equipment pre-loaded during ingress for the following day's operations?
10. My favorite is Is every vehicle parked consistently and straight as an arrow? As I often say, crooked trucks = crooked work.

Consistency is one word that can have broad implications. Surely, there are many more areas in which one could look for consistency. My top-ten list is the tip of the iceberg. When you see these items in place, you know consistency has permeated your entire operation and fulfillment process. Trust me (or don't), I can visit an ECF Service Center or your business/branch between 6 AM and 8 AM or 3 PM and 6 PM and immediately tell you if you operate a business operation woven with positive consistency. I only need a few hours to tell you everything about your operation. Imagine that!

"Remember consistent at home means consistent in the field."

If you want to develop consistency, understand that it will take time, discipline, and effort. The smaller a business you have, the better off you are to make changes. You are a jetski, while the mega-companies are supertankers; they take much longer to turn and adjust. You can do so at light speed. Focus on basic fundamentals, very basic disciplines. Those disciplines will begin to transcend and permeate your entire business operation. Remember, consistency at home means consistency in the field.

My clients partner with my company because we deliver consistent service. That begins far away from the results that they enjoy. It begins first thing in the morning when the roosters are crowing straight until you hear the evening crickets chirping. Be consistent and #makeitcount!

Postscript to middle managers
Please stop hanging your hat on what you did yesterday. We (business owners) value that, but it does not put food on my table or yours today. You need to be focused, disciplined, and consistent. If you stay focused like this, you have nowhere to go except straight up. Why? Because most of the middle management pool in our industry is inconsistent. If you followed me long enough, you know I do not sugarcoat it. I want you to hear the real deal so you can grow.