Your June INSIDER!

Welcome to the May INSIDER, where we bring you the latest insights and updates in Service. This month, we delve into pressing topics such as AI fatigue, the true essence of the phrase “Service is a People Business,” the distinguishing traits of a standout Service Leader, and the innovative applications of AR and VR in Field Service and beyond. Our podcast line-up features critical discussions on sustainability trends, Sarah’s transformative Service strategies, and an inspiring leadership journey of a woman in Service. Following the tremendous success of our Cologne event, we're excited to announce that recordings of the speaker sessions will soon be available on our website for those who missed out. Stay tuned for a wealth of knowledge and inspiration in this month’s issue!

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Name: Roy Dockery

Job Title: VP of Field Operations

Company: Flock Safety

1. What trend or challenge is top of mind for you at the moment?

Our top of mind challenge heading into 2024 is how do we more efficiently and accurately track our equipment assets, through the entire supply chain lifecycle from manufacturing to returns. As a subscription based company that provides technology as a service inventory management is a critical balance sheet item.??

2. How do you nurture creativity and innovation for yourself or for your team?

I feel the best way to encourage creativity is to lead by example and show people that we can be dynamic and creative individuals. I often share poetry, or other art that I have created, which often inspires others to share their gifts, talents and creativity with the team. I believe innovation comes from a healthy culture where failure is expected and people feel safe to make new or risky decisions.?

3. What source of either information or inspiration has helped you/helps you most in your role? (can be a book, podcast, article, quote, website, community, mentor, famous person, etc.)

One book that helped me refine my communication and engagement style was Crucial Conversations: Tools for talking when stakes are high. The authors help you learn how to create and identify the proper perspective to encourage constructive, and critical conversations. My primary source of inspiration comes from serving others and being reminded that we all have something worth giving that others can greatly benefit from.?

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1. Our executive team is so ROI-driven that it makes it difficult to create a business case for some of the innovation we feel we need. Any advice??

Being ROI-driven isn’t negative, or wrong. It’s sensible. But what needs to be understood is that there are different types of ROI, and that can include the cost of doing nothing – which could be disappointed or unsatisfied customers, slip in competitive advantage, eroding efficiency, and much more. When you look at how rapidly technology is evolving, there’s a need to continually improve, refine, and augment to keep pace. So, sometimes a helpful lens can be rather than “here’s what we’ll get,” looking at “here’s what we’ll risk” by not investing.??

Also consider the roots of this ROI expectation can be due to the poor results of previous projects or investments, what one of my early podcast guests, Greg Lush, referred to as digital reputation. There’s no way to magically erase these negative experiences, so you are better to acknowledge and focus on prioritizing some aspects of investment that will paint innovation in a more positive light – perhaps saving some of the more arduous change or less directly impactful aspects for a next phase after you’ve repaired that digital reputation.

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