The Game is won on the line of scrimmage

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We are getting close to the start of College and Pro Football so of course it was on my mind this morning as I sat down to write this week’s blog.

A few weeks ago I read an article in the sports section of the Sunday paper. The article discussed how the team that controls the line of scrimmage usually wins
the game.

The theory behind this is ball control. If you can keep control of the ball and utilize your running game, you will use up time on the game clock. If you can put a few points on the board and play good defense you will usually win the game.

Teams practice their plays during the week and study the other team’s strengths and weaknesses in order to come up with a game plan that will ensure victory. The Coaches work with their players throughout the week to prepare them for the upcoming game.

On game day they are there to support and guide their players so they can execute the game plan they worked on in practice.

So what does this have to do with business?

A lot.

Most business owners are too tied up in the day to day operations of their company to get up on the line of scrimmage and get out front with their employees and customers.

The spend too much time in the office crunching numbers and looking at reports, reading and answering emails, returning phone calls when they should be out where there staff and customers are.

If they are not there to guide and coach their employees to giving their customers extreme customer service they will soon find themselves losing customers.

Your employees are your front line when it comes to customer service. If they are coached well at what to do at the line of scrimmage (where your customers are), they will be committed, dedicated, and ready to serve the most important part of your business.

Your customers.

If not, they will be like most of the employees out there today. Unmotivated, disengaged, waiting to clock out and go home so they could start living.

To be successful in business an owner needs to take on the role of a coach. They need to be on the field, at the line of scrimmage with their employees to help guide them through situations that arise during business hours.

A good example of this happened last week when I was at a nationally known restaurant having a business lunch with a potential client.

We were there to discuss the possibility of working on a future project that could be very lucrative for all parties involved in it.

The waitress took almost ten minutes to get to our table. And they weren’t even busy. It wasn’t quite noon yet and the restaurant was nearly empty.

She finally took our order and disappeared in the back.

Twenty minutes later she appeared with our meals and one of the meals was wrong so she took it back to the kitchen again.

She hadn’t offered to refill our empty glasses or apologize for the mistake. Instead she just seemed irritated at having to serve us.

She finally brought back the second meal and refilled our drinks. Almost forty minutes had passed since we had arrived.

We finished our meals and completed our meeting over the next forty minutes.

During this whole time the empty plates sat on the table. When we were ready to leave we had to get another waitress to find ours in order to get the check.

Needless to say she didn’t get as good of a tip as I normally give.

And – in the future I won’t be going back there for any more business losses.

If the restaurant manager would have been out front coaching his employees he might have been able to coach the waitress through the situation and not lose me and my client as a customer.

Are you out there on the line of scrimmage with your employees?

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Gary Patton

Chief Connecting Officer at On Purpose Leadership
An Accomplished Business Consultant with over twenty-five years of experience in sales, management, training, and operations, Gary has worked with over 2,000 businesses to design and implement solutions to significantly increase their market share, customer service, revenue, and profitability.
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