Six Fundamentals Work for Taxis too.

Last week, I was able to once again attend Vision Expo East in New York.  I had the pleasure of presenting several classes this year, including one of my favorite titles, The Six Fundamentals of Practice Success. 

During my visit, I noticed a big difference in the service I received in taxis this year compared to last year’s trip to the city.  The service from taxis have been "Uber-ized."

Last year in New York, everyone seemed to be attacking the Ubers.  The cabbies were angry, the bellman were running them away from the hotels and it seemed you had to meet Uber in a back alley to avoid the authorities. 

I went into New York with a bias and didn’t investigate my ground transportation choices, I just took Uber.  I later learned that my Uber ride cost double what my flat rate taxi ride would have been.  

On my first local cab ride, I was able to get a Fare Estimate from Uber, and chose a taxi.  This time, I made the right call because the taxi cost me less that what Uber would have charged.

While in the cab, I learned about some new services available from “Yellow Taxis.”  They now have an app that you can download to call a cab, see where available cabs are and even pay with your phone. 

Based on my very limited study, I think Yellow Taxis of New York are beginning to follow our Six Fundamentals of Success.

1. It Doesn’t Matter Who is to Blame – A year ago, taxis were blaming Uber for their lack of business. They were asking for new regulations to stop their competitors.

2. Create a Vision – I don’t have a great example for this one.

3. Find Opportunities in the Barriers – Uber created a barrier between taxis and their riders. They finally seem to be finding opportunities to improve their services.

4. Face the Facts – The fact is that nobody challenged the taxi industry for a long time and they had developed some hubris. It seems they are paying attention now.

5. Market Consistently – Taxis have never needed to promote their services from inside their vehicles. Now, they do and it seems to be making them better.

6. Strive for a Better Team – I think cab drivers are better than they used to be. Not once in New York did a driver give me trouble for not using cash, nor did I feel like I was being taken the “long way.”

A word about loyalty. 

We have all seen images from New York City for generations that included a lot of Yellow Taxis.  It is a big part of the landscape of the city.  The marketing from within the cabs also used the line “Real New Yorkers Ride Yellow.” 

A great strategy to capitalize on whatever emotional connection they can use.  Will it work?  I bet it will. 

Happy Travels, 
Mike

p.s. Here is a nice Wall Street Journal article about the subject.

A Little Less Conversation

It was Elvis Presley who first called for, “A Little Less Conversation – A Little More Action.”

In our office, this has been a time to just get some stuff done. Our “To Do” lists were long and getting longer and it was starting to feel like we just kept talking about someday.

Last month, we committed a cardinal sin for a Mike Rothschild practice. We CANCELED a staff retreat!

If you have known me very long, you realize this is a big deal. I have written, lectured and filmed videos on the necessity of off-site retreats to ensure that the entire team is on the same page and all are motivated to work hard to accomplish the mission. But my gut was just telling me, "Now is not the time." I don't always do what my gut says, but I did this time.

Instead we scheduled an in office work day. We asked for everyone’s “buried” lists and compiled a big Master Task List. We itemized, categorized and prioritized, and we went to work. We moved furniture, threw stuff away, painted, sanded, broke and built. Basically, we had a Spring Cleaning.

It’s All About the Team

Running a quality practice is not possible without the hard work of a strong, coordinated team. Teams are made of people and people are people. People have concerns outside of the practice and levels of dedication can vary wildly. Situations are always shifting and it is a challenge to keep up with what is always best.

The secret to having a strong team that cares is to never stop trying to make your team better. Our staff development "framework" calls for two planning retreats every year. But sometimes, we break that rule if the situation isn’t right. But we always do something!

We have training plans, education days, processes, and policy manuals. We give personality tests, performance reviews, salary adjustments and give occasional “prizes.” We have staff parties, attend conferences and facilitate online learning programs. All to try to make the team better.

This month’s Building Block will focus on our framework for building a better team. I call the mission and values a foundation, because it is what we build on. It is solid. But a framework needs enough flexibility to bend to the person and to the situation. There is room for improvement AND mistakes.

                                (READ ABOUT our Framework for Staff Development) 

We will deliver a webinar about developing an Orientation program and facilitate an in-depth dialogue about what works in our members' practices. This is a topic that always draws a lot of attention. I am sure this will be no exception.

I hope to see you soon,
Mike

P.S. My daughter's high school graduation is stirring up some significant emotions. This singular event has our family entering a new season of life. We have spent a lot of time reminiscing lately and have enjoyed looking back and are trying to get ready for whatever is next.

This makes me realize that practices are much like families, that also go through seasons. Understanding this concept helps me realize the delicate nature of keeping it going the best we can.

Turn, Turn, Turn by the Byrds says there is a time for everything under heaven, including a time to cast away stones and a time to gather stones together. The lyrics from this song are actually from Ecclesiastes. (I wonder if Elvis' lyrics are biblical?)

Optometric Management

Do you ever have problems with your staff?  

Leading a team to excellence is more of a challenge than ever before.  Communicating your vision, motivating the team to care and keeping them inspired through tough times requires constant attention.  And frankly, most of us are too busy to dedicate the time and energy needed to succeed.  So we continue to settle.

This year can be different.

At the Executive Retreat, we hold each year, we introduce and explore proven techniques of building strong leadership teams within your practice.  
 

Thank you to the editors of OM for publishing Mike's article on Staff Leadership.  This article gives a sneak peak of the methods used in his practice to consistently get the most from his team.
 
If you can't make it to the Executive Retreat, at least read this article.  It is a great place to get started.