Ripple effect = The continuing and spreading results of an event or action. (Google)
Ripple effect = A spreading effect or series of consequences caused by a single action or event. (Dictionary.com)
Consequences, how important are they?
Are we really thinking about the ripple effect? Sure, we touch on it here and there in bits and pieces. But if we stop and take a minute to truly consider it, can we improve ourselves or our business? I believe we can, and even more than that, I believe we can improve the service we provide for our customers.
Let’s take a moment to focus on the positive ripple effects. We can’t always dwell on the negative; a little time spent recognizing the positive is worth it.
For example, let’s say we show up and do a great job from top to bottom. The homeowner is thrilled, leaves a glowing 5-star review, and tells friends and family about the excellent service they received during such a difficult time. As a result, our business name is talked about in a positive light, which leads to more work coming our way. This is exactly what we strive for in our industry.
Can we control this kind of outcome? Yes, we can — by setting clear standards and training our team to meet them. It takes time to build a team that consistently performs at a high level on every job, day in and day out. But it starts with setting a clear path and providing the tools necessary for success.
Unfortunately, we often find ourselves battling negative ripple effects. Here’s a simple example: a technician is conducting a pack-out or content manipulation and accidentally bumps into an unaffected wall causing damage. Now the customer is calling to ask how we plan to repair it.
This creates unnecessary stress and wastes time for the manager. On top of everything else, now there’s a need to gather evidence, conduct an inspection, and figure out how the wall will be repaired. Then the office requests documentation (photos) to submit the invoice to insurance. Suddenly, you’re trying to coordinate an unnecessary wall repair and chase down photos from a previous job, plus juggle your current responsibilities.
Incidents like this should be avoided as they can easily derail your entire day. In this business, we never know what’s going to happen or when. But we can’t allow these kinds of negative ripple effects to disrupt our performance. We must stay sharp and prepared.
This industry is full of variables — that’s just part of the job. But what we must eliminate are the negative ripple effects we create for ourselves.
I believe frequent, intentional training is the key to long-term success!
In a 24-hour emergency service environment, we’re usually going nonstop, even so, we must be creative and find time to train. As an Army veteran, I love the “crawl, walk, run” approach to training:
- Crawl: Start by simply talking through a real-life scenario. Discuss what happened and why — just talk it out.
- Walk: Conduct quick hands-on training in the shop, ideally first thing in the morning. (After a long day in the field, training doesn’t often resonate well.)
- Run: Field-based training. Get on the job site during the day. Work alongside technicians to ensure standard operating procedures are followed and questions can be answered.
I’ve also found value in quick, after-action reviews (AARs), after jobs.
We discuss:
- 3 positive things
- 3 negative things
- 3 improvements we think could have been made
You’d be amazed at what I’ve learned from this process. Often, I hear things that reflect areas where the company can improve. Technicians see things from their perspective that we may have never considered otherwise. Taking time for AARs is a powerful tool for improving as a company. Plus, it shows the team that we care, that we want to do better, and that we value their opinions.
Training and after-action reviews, they help to reduce those negative ripple effects that can wear us down and cause the positive effects we are striving for, creating a win, win situation.
Thomas Howard
Thomas Howard is the Production Manager and Estimator at SERVPRO of Pender/West Onslow Counties, bringing over a decade of experience in construction and restoration. A U.S. Army veteran with 10 years of service, Thomas transitioned into the private sector where he held leadership roles in the plastics industry, including Warehouse Manager and later Plant and Maintenance Manager. His diverse background and hands-on expertise make him a key asset in delivering high-quality restoration services to his community.
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