Big day in Lorins family today, my youngest daughter closed on her first home! Mom and I went with her to the lawyers office for the closing, all the real estate agents were there, the rep from the lender was there, the seller was there, the attorney was there, it was a party.
My wife and I were sitting there watching all the papers being passed around for signing (we were both glad we didn’t need to sign anything) and as each paper was signed and returned to the lawyer I saw her make a check next to the item on the list that was printed on the outside of the file folder. Check after check was added to the list as the papers flew around the table.
When everything was complete I looked at the file folder and saw that EVERY box was checked and the lawyer signed the folder. I turned to the lawyer and asked her how many closings she had done. She immediately said, “This is all I do, I have done over 1300”. I asked her how many years she has been practicing and she said 8 years, but only the past 6 have been in real estate. That averages about 4 a week.
Jokingly I said that doing that many, I would think she would know what needed to be done and wouldn’t need a check list. She simply said it was office policy.
This started me thinking, how many things do we do every day that would be more complete if we had a check list? What if a rep had a check list that had all the steps to the sale, all the paperwork listed the delivery and follow-up, every item that a rep needs to assure a complete sale? What if customer service had a check list reminding them to smile, greet the customer in a friendly manner, listen to the problem, find a solution, thank the customer, follow-up to make sure everything promised was done? What if the warehouse had a list of every item to be added to the order, to make sure the order was placed on the right truck, make sure delivery instructions are followed, follow-up on the order making sure it got to the right place on time?
A check list is a simple low tech way to make sure that everything we are supposed to do get done. It doesn’t matter if we do these things once an hour, once a day or once in awhile, a checklist will assure that nothing is forgotten.
It isn’t always the newest, most technologically advanced tools are the best. Sometimes a simple piece of paper and a pen can make the biggest difference.
Lorin
Good post Lorin!
ReplyDeleteLists are the most basic form of standard work. They help us be effective in spite of being human, creative, variable; because being human means forgetting, skipping, and erring (comes with the territory). Lists help us remember that we forget.