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You may be thinking of something bad or good. Maybe you are thinking about a situation that you saw “Red Flags” and the result was something bad? A red flag is, “a warning signal or sign; something that indicates or draws attention to a potential problem, danger, or irregularity” Is it good or bad?
Red flags built into your systems and embraced by the team can be a very good thing. The restoration world is complex and fast moving. It is very easy for even the best of the best to make a mistake or miss something. When we embrace and pay the appropriate attention to red flags, it gives us the ability to proactively manage things to have a positive outcome. Let us remember that a red flag is only a signal; if we react to a signal of a coming problem or irregularity, we can get things back on track.
We may think of reports, software, and alerts that present data in the form of flags, but it is equally important that team members understand that they can and should throw up flags. Team members should not lose sight of the fact that everyone in the organization is on the same team and should all be working towards the same positive results. There is no room for defensiveness or a “cover yourself” mentality in an organization that fully embraces red flags into their culture.
A particularly vociferous and enthusiastic supervisor charged with the reconstruction of a home based on a specific scope of work, came running into the building, “Red Flag! Red Flag! I am red flagging this job!”, he screamed.
He approached me and exclaimed, “I am red flagging this job!”
I replied, “Why?”
He said, “There are many things that were missed from the scope.”
I said, “Good job! Now, go speak to the estimator, get it corrected and execute.”
Nobody was offended. The supervisor did his job and reviewed the scope before executing, he threw up the flag, the estimator was open and thankful, they collaborated, got it done and successfully completed the job both from a service and profitability standpoint.
And so, we bought actual red flags for the team to throw up in the shop with pride.
Perhaps, the person answering the phone notices frequent phone calls from one customer with lots of questions; a flag to the manager that the customer may need a complete review of the process may be in order. A possible communication issue headed off at the pass?
During high volumes, the team is working around the clock, mistakes can happen in the field; put the flags on high alert. Explain to the team that when dealing with high volumes and long hours, it is easier to miss something or make a mistake, everyone is on the same team, keep an eye out and communicate or fix things that someone else may have missed.
The following are a few considerations in using Red Flags to proactively manage positive outcomes: