Nobody Washes a Rental Car

Quick question…have you ever washed a rental car before returning it? If you’re anything like me, the answer is almost certainly “of course not.”

Most people wouldn’t bother washing a rental car for one simple reason: they don’t own it.

But, think back to the first vehicle you ever had, I bet car washes were involved. Heck, I remember my first car…a 1976 Plymouth Volaré . It wasn’t anything special…but, man, it was clean!

So, what’s the difference between that likely brand new rental car and that first used car you were so proud of? One word. Ownership.

I paid $750 for that Plymouth. Back then, I worked at the Maid Rite Sandwich Shoppe (Greenville, Ohio!) and made $3.35 per hour. So, if you do the math I had to work quite a few hours to save up $750. But, when I did, and bought that car, it was mine and I was so proud of it.

What’s this got to continuous improvement ownership? A lot.

You see, when a continuous improvement program is started by corporate and then rolled out to the rest of the company there’s very little ownership aside from the likely well meaning corporate team. In other words, for the front line team members being asked to cooperate with the roll out they’re basically looking at this CI program like it’s a rental car.

They’ll most likely play along when all eyes are on them…but as soon as the corporate team leaves things very well may “relax” in the coming weeks.

But, if the corporate CI team comes in and involves the front line team, and listens to their ideas and allows them be involved in the formation of the new CI program…well then it’s no longer a rental car. Instead, it’s that facilities first car. And even if it’s a used Plymouth they’ll still love it and care for it like you can’t believe since it’s theirs.

So, here’s my question for you this week. Look at the improvement work happening in your organization right now. Who picked it? Who wrote it? Who measures it?

And if the honest answer is “not the people doing the work,” then don’t be surprised when nobody washes the car.

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