Latest / Daily Influence / 835. Root Cause and why you start with it (rerun)

Transcript

835. Root Cause and why you start with it (rerun) · Daily Influence

• 0:10
  [SPEAKER_01]: Welcome to Daily Influence, your daily dose of positive influence.
• 0:14
  [SPEAKER_01]: I'm Brian Smith founder of IA Business Advisors and co-author of the Iain team series.
• 0:19
  [SPEAKER_01]: Each day we share stories and insights to help you find be and build your influence in a positive and responsible way.
• 0:27
  [SPEAKER_00]: And I'm Greg Clino, partner at IE Business Advisors, and co-host of Daily Influence.
• 0:32
  [SPEAKER_00]: Be sure to follow, subscribe, and share Daily Influence with someone who could use a little extra positivity today.
• 0:38
  [SPEAKER_00]: And make us part of your Daily routine, whether it's during your commute on a walk or an quiet moment just for you, because you're influenced matters.
• 0:48
  [SPEAKER_01]: Hey everybody, Brian Smith here with the I&Team series and your daily influence.
• 0:54
  [SPEAKER_01]: Today we're gonna talk about root cause and why I think it's so important to start with it.
• 1:00
  [SPEAKER_01]: That may go against what a lot of people think.
• 1:04
  [SPEAKER_01]: And sometimes I will admit that it is better to but a band aid on something.
• 1:09
  [SPEAKER_01]: Most of us look for a way to resolve issues for immediate gratification to get past it.
• 1:15
  [SPEAKER_01]: for either ourself or for others being negatively influenced by an issue, depending on our area of responsibility with in our specific areas of influence.
• 1:26
  [SPEAKER_01]: There are a lot of people that face a lot of different problems and what they look for is a way to just get past the problem as quickly as possible.
• 1:34
  [SPEAKER_01]: And as they get past that problem, they move on to the next and the next and the next.
• 1:39
  [SPEAKER_01]: And the original problem isn't really thought about again until of course it comes up again and again.
• 1:45
  [SPEAKER_01]: And in a lot of small business organizations, these things aren't tracked very well.
• 1:51
  [SPEAKER_01]: They're not tracked very well until they become a bigger problem.
• 1:55
  [SPEAKER_01]: They manifest into a different level.
• 1:58
  [SPEAKER_01]: For example, we might have a lot of little issues with customers because of the way we communicate.
• 2:05
  [SPEAKER_01]: And as we learn about an issue, we overcome that particular customer's communication issue.
• 2:12
  [SPEAKER_01]: And then we saw it solved.
• 2:14
  [SPEAKER_01]: We moved past that customer.
• 2:16
  [SPEAKER_01]: That customer has been satisfied.
• 2:18
  [SPEAKER_01]: But then the next customer comes.
• 2:20
  [SPEAKER_01]: And it may not always be a problem with every customer.
• 2:24
  [SPEAKER_01]: It might be a certain type of customer, where they certain type of problem it might be a certain customer with a certain person.
• 2:31
  [SPEAKER_01]: There are so many variables that can come up in issues.
• 2:37
  [SPEAKER_01]: But we don't look to that oftentimes we often and mostly look at resolving the immediate issue.
• 2:45
  [SPEAKER_01]: And as it will sometimes get us moving it out of and through issues, it doesn't look to the root cause.
• 2:53
  [SPEAKER_01]: And if we don't, as we like to say, slow down and look down at whatever's facing us, it could be ourselves.
• 3:00
  [SPEAKER_01]: It could be something else in our area of influence.
• 3:03
  [SPEAKER_01]: And if we don't understand what that root cause is, it will manifest.
• 3:08
  [SPEAKER_01]: And in today's highly aggressive communication world, where people can share their feelings and share their experiences, subjective to them, not objective
• 3:22
  [SPEAKER_01]: The problems that are created by our areas of influence can get out of control very quickly.
• 3:28
  [SPEAKER_01]: And if we can't get to the root cause, they will cause deeper and far-reaching consequences for us.
• 3:37
  [SPEAKER_01]: Sometimes, that are very hard to overcome.
• 3:41
  [SPEAKER_01]: For example, we could create so much negative about a certain service or product
• 3:52
  [SPEAKER_01]: over a very short amount of time that it could take days, months, or even longer to overcome that negativity.
• 4:01
  [SPEAKER_01]: If that negativity becomes consistent,
• 4:04
  [SPEAKER_01]: it can faster.
• 4:06
  [SPEAKER_01]: It can grow to a point where we have to make dramatic decisions.
• 4:10
  [SPEAKER_01]: And oftentimes we make those dramatic decisions, they too can become resolve issues for immediate gratification.
• 4:20
  [SPEAKER_01]: And it steers us once again away from root cause analysis.
• 4:25
  [SPEAKER_01]: So my challenge to you is, is when you have a problem, yes, deal with the customer.
• 4:31
  [SPEAKER_01]: But when you're dealing with the customer, ask specific questions about what was wrong.
• 4:37
  [SPEAKER_01]: If it's a product problem, understand what the problem was.
• 4:41
  [SPEAKER_01]: If it's a communication problem, understand what the communication problem was.
• 4:47
  [SPEAKER_01]: What that means is if it's a product, where did it come from, who was our vendor, did we make it ourselves?
• 4:53
  [SPEAKER_01]: Which people made it?
• 4:55
  [SPEAKER_01]: When was it made?
• 4:57
  [SPEAKER_01]: If it was made up of a lot of different parts, did a single part fail?
• 5:02
  [SPEAKER_01]: If that part fail, who did we buy it from, or who put it on?
• 5:06
  [SPEAKER_01]: And if your procedures and policies don't allow you to do that, yet you find yourself being faced with challenges somewhere in that chain of events, that those areas of influence, you're going to have to slow down and look down at your organization and find ways to understand what the process is, who's involved in the process, and when problems happen, how to get to the root cause so you could resolve it.
• 5:33
  [SPEAKER_01]: It starts with policy and procedure,
• 5:36
  [SPEAKER_01]: It also starts with listening, slowing down, looking down at a problem and asking the right questions getting to the root cause.
• 5:46
  [SPEAKER_01]: If it's a person, you might want to ask about, well, the context of the conversation, what led to the conversation.
• 5:53
  [SPEAKER_01]: A sure the person that you are taking care of the problem.
• 5:57
  [SPEAKER_01]: And by the way, we advocate for taking care of the problem quickly.
• 6:01
  [SPEAKER_01]: And if you or your organization at any way is culpable on the problem, take care of the problem the right way.
• 6:10
  [SPEAKER_01]: You may lose money.
• 6:12
  [SPEAKER_01]: It may take time.
• 6:14
  [SPEAKER_01]: But it's on you to get the problem resolved.
• 6:17
  [SPEAKER_01]: That I'm not talking about additional compensation and ridiculous things.
• 6:22
  [SPEAKER_01]: I'm talking about just resolving the direct influence of whatever product or service was purchased.
• 6:28
  [SPEAKER_01]: You need to own it.
• 6:29
  [SPEAKER_01]: the problem if you caused it.
• 6:31
  [SPEAKER_01]: And if you didn't cause it, you need to understand where I came from.
• 6:35
  [SPEAKER_01]: Don't self-justify and don't justify through others.
• 6:39
  [SPEAKER_01]: Truly look to the room caused to understand the failure.
• 6:42
  [SPEAKER_01]: Because your goal is, is that failure doesn't happen again.
• 6:46
  [SPEAKER_01]: And if it does happen again, you understand it better and deeper so that you can maybe not have it happen again.
• 6:53
  [SPEAKER_01]: And if it does happen again and again, you start have to start to wonder
• 6:58
  [SPEAKER_01]: Is the root cause of this something that we can change?
• 7:01
  [SPEAKER_01]: Is it something that we can do something about?
• 7:04
  [SPEAKER_01]: root cause when we understand it, affords us the most power.
• 7:09
  [SPEAKER_01]: that affords us the most opportunity.
• 7:11
  [SPEAKER_01]: It affords us the ability to improve and become best.
• 7:14
  [SPEAKER_01]: And when we can become best in everything we do for ourselves, for our teams, for our organization, for our customers and for our vendors, for anybody in our sphere of influence, we become a superior organization that will operate in a positive and responsible way.
• 7:32
  [SPEAKER_01]: That's why you want to start with root cause.
• 7:34
  [SPEAKER_01]: Yes, you want to solve the problem is immediately as you can, but don't let root cause get past you.
• 7:41
  [SPEAKER_01]: Hope you've had a good listen today about root cause and why we start with it.
• 7:46
  [SPEAKER_01]: Look forward to talking to you again in the future.
• 7:49
  [SPEAKER_01]: Thanks for listening.
• 7:50
  [SPEAKER_01]: We'll talk to you again soon.