March20

April 2014 – When Something Goes Wrong…

When something goes wrong…it’s not the end, it’s actually the beginning. Hey, I fear failure just as much as the next person, maybe I’ve just had more experience! Imagine in our humble beginnings as a lumber company how we chose to present ourselves against an array of competitors who were all better experienced, better capitalized, and better inventoried. The area in which I felt we could prove ourselves was accountability and in problem solving. I seriously wanted to create a “We Try Harder” culture that would let people know we were serious about what we did and how we did it. Thank you, Avis, for a great tag line to live by.

We all make mistakes and my theory is that it isn’t whether or not you make them but how you handle them. If we can prove that we’re serious, we’re resourceful, and that we’ll take full ownership of a problem, we can begin to demonstrate our value. Occasionally I’ll get a call from a customer to tell me they’re not happy with something. The conversation usually will start with “I don’t want to get anyone in trouble but…” I don’t ever take a call to get someone in trouble, I take it to help get them out of trouble. None of us set out to do the wrong thing, it is simply the result of missing information, bad game plan, or insufficient effort.

Our rules of problem solving:

  • Concentrate on the solution
  • Don’t concentrate on who to blame
  • Take ownership even if the situation’s not our doing
  • Stick with it until it’s resolved.
  • Take pride in resourceful thinking and creative solutions 

If you, or any of our customers, are not happy then we are already in trouble but, we have the opportunity to show you what we’re made of. Our natural reaction is to defend ourselves but a defense sends the message that we’re not accountable. If you’re not attacking why do we need to defend? Our pledge to you, if you’re not happy: please tell us, and we’ll find the way to fix the situation and learn from it so it doesn’t have to happen again. We promise… no scalps, just results!

If you’re not happy with an answer you get from us, give me a call at 508-862-6262 or send me an e-mail at tshepley@shepleywood.com . We’re happy to be of service and I’m proud of the team we work with who will help solve your issues.

by, Tony Shepley

“Experience is not what happens to you; it’s what you do with what happens to you.” Aldous Huxley, English writer 

“There are no secrets to success. It is the result of preparation, hard work, and learning from failure.” Colin Powell, American statesman and retired four-star general in the US Army

 

 

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