
In times of dwinding labor (and the dreaded staff COVID outbreak), itβs more important than ever to keep your service crew running as efficiently as possible. But itβs not necessarily about having better or faster equipment, advises Mike Leone, founder of Pool Office Manager β itβs about cleaning up the business process itself.
βItβs not about saving two or three minutes at a job. Thatβd be great, but in reality, itβs not going to make a huge difference,β he says. βItβs about looking at the big picture of your business, where you may see inefficienciesβ¦and finding sustainable changes that you can make no matter how many technicians you have on staff.β
Leone, an experienced business consultant, is no stranger to operational efficiency: He started his own pool service company in 2010 and has since found success by applying LEAN methodology.
βThe main framework for LEAN is to define, measure, analyze, improve and control,β explains Leone. βA lot of it might feel like common sense, but sometimes itβs just putting these things in front of you and walking through the process.β
ELIMINATE WASTE
A good place to start is to identify problems, or forms of waste, in your operation. βFind those non-value add steps. An easy thing to say is, βWhat are my customers paying me to do?ββ says Leone. βFor example, they donβt pay you to invoice, they pay you to take care of their pool.β
Keep in mind that everything is not as it seems: Even if you decide that your invoicing is a problem, try digging deeper before diving into a solution right away. βMake sure youβre not wasting your time trying to solve a problem that might be caused by another problem,β Leone says. βGet to the root cause; get to that bottom level. Once you do and start to make changes, other problems may resolve themselves.β
Once youβve gotten to the root of a problem, itβs time to set some metrics and targets to keep track of progress.
βMaybe I want invoices to go out no more than three days after we get the work done, that could be my metric,β says Leone. But donβt forget to monitor it, he warns. βPeople like to define their problems, come up with a solution, and then just keep doing what theyβve been doing. If you donβt measure things, you donβt know if youβre going to get any better.β
OPTIMIZE COMMUNICATION
Slow processes and misunderstandings can eat up a lot of time. βWhat does your communication network look like?β challenges Leone. βIs it a wheel? Does everyone have to go through one central person? Are you and your employees playing a game of telephone?β
He set his teams up with Slack to cut out unnecessary communication. The software essentially functions as channels of different group chats. This not only eliminates the middleman, but can also empower techs with the information they need to be successful.
βFor example, we have a heater channel. If youβre working at a pool and you canβt get the heater to fire, we have our techs post their questions in the heater channel,β says Leone. βAt the end of the year, I actually read through all of our heater questions and implement that in our training in the spring. Itβs that simple. And it really helps you prepare for turnover. It makes a central repository for knowledge.β
SIMPLIFY PRICING
Leone remembers one service company that invoiced customers line by line, down to individual plugs. βYou have to consider β whatβs your customerβs perception when they get that invoice?β he says. βAre they reading line by line and just getting fired up to give you a phone call?β
Transparency is certainly a good thing, but this context, flat-rate packages and simple invoicing make things easier for both you and your customers.
βI call it the black hole of invoicing at the end of the month,β says Leone. βSome companies literally have someone in their office full-time, invoicing every day. Other companies do a prepaid package, $2,000 for the year, and send one invoice. In the end, whoβs spending more time?β
To explain how he determines a flatrate price, Leone analogizes a casino. βIf weβre all gambling here, the house needs to win. Otherwise, weβre going to go out of business,β he says. βSo I price what I do at 80% of my time. At that 80th percentile, thatβs 40 minutes for me. When I build my pricing, I go to that percentile because I know 80% of the time weβre going to take 40 minutes or less, which means not only am I making money, but Iβm probably making more money than I anticipatedβ¦and of course, we do an exclusion. If we take over an hour, you can bill for the time over an hour.β
TWO-FOR-ONE
Consider cross-integrating your training with your service checklists. This can be as simple as setting up a Google form for crews to run through while theyβre on the job.
βYou can make this seamless. We donβt really need training guides anymore, because we can have our techs run through a checklist, and they know what theyβre doing,β says Leone. βYou might have 10 or 20 things β hereβs what you do for an opening, hereβs what you do for a closing.β
To prevent go-backs later on, some of those checkboxes could even require entry of serial numbers or equipment pad photos.
βFive to 10 minutes now, granted, will feel like itβs slowing you down. But when you think of the big picture, how many times would that information be nice to have?β says Leone. βIt just saves you a lot of time on future business.β
ORGANIZE FOR ACCOUNTABILITY
When it comes to inventory, focus on error-proofing. Leone recommends making things visual with simple color coding, floor tape and a good shelving system.
βWhen thereβs a designated place for things, it really makes things easier,β he says. βWe now know where all our parts belong. We have a label I can walk by and read. I can see when the shelves are empty, and we might need to order something again. Before that, things were loose everywhere, and we couldnβt find parts.β
Beyond the warehouse, Leone prepares all of his trucks (and tool bags) in the same way, with each item in a designated spot.
βIt doesnβt matter which technicians hop on which truck. They know where all their tools are,β he says. βOnce you set this up, it just takes a bit of time to maintain it. Maybe you have to spend five or 10 minutes at the end of the week checking things and cleaning them out. But Iβll tell you this, making sure you have the right tool for every job is well worth any time that weβve spent coming back.β
ITERATION IS KEY
After setting your metrics, be sure to continuously review them. βWe are constantly iterating,β says Leone. βItβs just like starting a diet. You can work out in January and quit, or you can work out every month and see those results. So be patient with it.β
And donβt worry too much about hesitation from your staff: βSometimes techs will be surprised if you make things easier for them. If they have a picture, they can reference the work done by the last guy who was there. And guess what? If they donβt have to call their manager five times a day, theyβll start to like it.β
This article first appeared in the March 2022 issue of AQUA Magazine β the top resource for retailers, builders and service pros in the pool and spa industry. Subscriptions to the print magazine are free to all industry professionals. Click here to subscribe.