I’m sure you’ve heard the saying “If mom isn’t happy then NOBODY will be happy!” Well that also applies to your business. If your employees are not happy, they will not do a wonderful job at making or keeping your customers happy. When you really think about it, no one really wants to work for a living. No one wants to sit behind a desk or counter all day dealing with other people’s issues, answering the phones, and having to deal with “problems” day in and day out. Right?
In a perfect world we’d all have plenty of money were we’d never have to work. Picture it: You’d wake up on your yacht in a new part of the world every other day. Today it may be St. Tropez and the next day it may be Italy. Who knows! Everyday would be an adventure and we’d all have no cares or worries. Who wouldn’t love that type of life style? I know I would! The reality is most people may not even know where St. Tropez is, and may never have an opportunity to go there. All they have to look forward to is their crummy job where the boss is always gone, where the tension is so intense that you can cut it with a knife, where they can barely afford to pay their bills with what they make and the benefits; if they even have any; are almost non-existent. As small business owners we think that’s about the best we can offer. Well, that’s not true.
In the summer of 2006 Oprah Winfrey took her entire staff of 407 plus their families (more than 1000 people total) to Hawaii. You may not realize it but Oprah’s company Harpo, Inc. is considered to be a small business. And even though this should come as no surprise, she has an excellent retention rate. Most of her staff have been with her from the start. Why? Well this trip probably was not the first thing she did for her staff to show then how much she appreciated them and their hard work. Maybe you can’t fly your entire staff to Hawaii but there are certain things you could do to keep them happy.
Tip # 1: If you can’t take them to Hawaii then bring Hawaii to them! Several years ago we had a Christmas party for our staff at our home. We wanted a Hawaiian-themed party so we played island music and put a lei around their neck when they came through the door! We served tropical drinks. Ate foods that had island themes. We had a blast!
Tip # 2: Everyone loves a good meal. Especially when it’s free! Once a month we would take our staff out to lunch for our meeting or if the schedule was too tight we would have lunch catered or brought in. It wasn’t terribly expensive but our staff knew that we appreciated them and they appreciated the free food.
Tip # 3: Randomly give someone the day off or have your employees earn points for customer service kudos they get and some time off. The prize may be a Friday afternoon off, a full day off or you might even get creative and give them a gift certificate, or maybe even a weekend trip. You will quickly see that your employees will go above and beyond the call of duty to provide such an excellent level of customer service that it prompts the customer to call in on their behalf. It’s a fun program and great morale booster!
Tip # 4: Keep an open line of communication. Actually ask your employees what they think would improve their productivity and/or work environment then sit back and listen. You may find that not only are you able to take care of some of their requests but you may also get some great ideas and find some untapped talent at the same time.
Tip # 5: Give complements and pay raises accordingly. Value their contribution regardless of their education or experience. You must remember - the receptionist who answers the phones is responsible for making sure the calls go to the sales people. The salespeople are responsible for making sure the customer has their questions answered before they place their order. The order fillers are responsible for making sure the customers get the correct orders. The shipping department is responsible for making sure that the orders get sent to the correct location in a timely manner. All of their contributions individually and together make it possible for you to do what you need to do which is run your company.
Keeping your employees happy is not just got for them, it’s good for you. Your turn over rate will decrease and your productivity level will increase. Your employees are happy, your customers are happy and most importantly you are happy. Everyone wins!
I look forward to helping you strive to reach your goals and dreams. It is my hope that the information I've provided will help you to get there!
To Your Health, Wealth & Happiness!
Pam Lawhorne
Pam Lawhorne is a serial entrepreneur, small business expert and creative marketing consultant, who provides advice, guidance, and encouragement to aspiring CEO's around the nation in her popular seminars and publications. She is the Chief Empowerment Officer of Empower U, Incorporated, a training and consulting firm that specializes in interactive workshops, seminars and coaching programs.
Ms. Lawhorne is the author of “From Minimum Wage To Getting Paid! - How To Become A Successful Entrepreneur With No Money, Education Or Experience!" and she is also a syndicated columnist who writes articles on empowerment, entrepreneurship, personal development, creative marketing and real estate investing. Her articles appear nationally in newspapers, magazines, and on numerous business websites and on-line publications. For additional information please visit her website: www.PamLawhorne.com.
The above article is copyright 2003-2008 by Pam Lawhorne. Permission to repost is freely granted so long as the text is not altered in any way, and the copyright and links are included.
Showing posts with label Managing Your Business. Show all posts
Showing posts with label Managing Your Business. Show all posts
Thursday, November 2, 2006
Five Mistakes To Avoid When Hiring Employees...
Having run both a small and medium size business, I can tell you that there is no “one size fits all” operational plan. The way you run your business should be the same whether you have 5 or 50 employees. The truth is in most cases the way you operate your business when you have 5 employees is totally different then how you would operate if you had 50 employees. What’s the difference?
When I hired my first employees my standards where not as high as they should have been. I didn’t have the right interviewing skills, I didn’t know the right questions to ask and I most definitely did not do a back ground check. Why? Well basically because I didn’t know better! I hired people based on what they told me their abilities were. They always gave me the ‘mumbo jumbo’ about how they wanted to help my company succeed and help it grow. The sad part is that in most cases I believed them! It wasn’t until we had more than 10 employees did I realize all of the hiring mistakes that were made. Here are some mistakes I made that I hope you will take note of and avoid!
Five Mistakes You Should Avoid When Hiring Employees
Mistake # 1: Thinking That Your Employees Are Your Friends.
I can honestly say I learned this the hard way. Boy did I learn the hard way! My husband and I started our business in our mid twenties. We went into an industry where the majority of people in our field where in their late 30’s to mid 50’s. Because of this, most of our employees were our age or a little older. We felt like they were our “friends” when in reality to them we were just “the boss”. This caused a lot of problem when we had to reprimand or terminate them.
Mistake # 2: Not Verifying The Information That Has Been Provided To You.
My husband and I use pretty trusting people that was until we became business owners. We took everyone for their word and did not feel the need to check people out. HUGE MISTAKE! We found out early on that people will lie on their resume in a heartbeat. Why? Because most employers like us never check it out! I call it the 50/50 rule. For every 10 resumes you receive 5 will contain truthful and accurate information. The other 5 will be a mixture that contains half truth, half fiction and just flat out lies.
Mistake # 3: Not Doing A Complete Background Check.
When you hire someone to help you operate your business you’re basically telling your clients that this individual has your stamp of approval, is as good as you and will assistance them in your absence. Your livelihood is in their hands but whose hands are they really in? As I mentioned above half of people who apply for a job with you will only provide you with a partially truthful resume. Don’t you think you want to find out what they’re hiding? Better to find out not then to have to pay for it later!
Mistake # 4: Not Having Your Applicants Prove They Are Qualified For The Job.
Anyone can say they are capable of doing something but how do you know if they really can? The answer is you bring them in for a day and find out! Give them a task to complete that will be similar in nature to what they are being hired for and observe them. Now of course they may not perfect; remember they are new but they also should not be clueless; remember they do have experience - or so they say! This will give you an indication of what you will get once you hire them. Someone who has a learning curve because you do things differently then what they are used to; that’s one thing. Someone who looks like a deer in the headlights when you provide them with the task; well that’s a strong indicator that they are part of the 50% you don’t want to hire!
Mistake # 5: Not Being Up Front About Your Rules And Expectations.
I have heard so many people who’ve had their employees do things that they would consider ridiculous. I’ve heard “anyone with common sense would have known better!” Well what’s common sense to you may not be to the next person. If you do not tell your employees what your expectations are then you are basically leaving it up to them to make a judgment call. Major mistake! What makes sense to you may not make sense to them and vice versa. Leave no room for error! Tell them up front what you expect, put the rules in writing, and have them sign and review a copy for their file and yours. It also wouldn’t hurt to review this information periodically with everyone during staff meetings just to make sure everyone remains on the same page!
Implementing a few preventive measures up front will help you to avoid the mistakes, misunderstandings and hard feelings that come up when you have to fire, enforce or make changes. Part of being a “Successful Entrepreneur” is being a “Smart Entrepreneur”!
I look forward to helping you strive to reach your goals and dreams. It is my hope that the information I've provided will help you to get there!
To Your Health, Wealth & Happiness!
Pam Lawhorne
Pam Lawhorne is a serial entrepreneur, small business expert and creative marketing consultant, who provides advice, guidance, and encouragement to aspiring CEO's around the nation in her popular seminars and publications. She is the Chief Empowerment Officer of Empower U, Incorporated, a training and consulting firm that specializes in interactive workshops, seminars and coaching programs.
Ms. Lawhorne is the author of “From Minimum Wage To Getting Paid! - How To Become A Successful Entrepreneur With No Money, Education Or Experience!" and she is also a syndicated columnist who writes articles on empowerment, entrepreneurship, personal development, creative marketing and real estate investing. Her articles appear nationally in newspapers, magazines, and on numerous business websites and on-line publications. For additional information please visit her website: www.PamLawhorne.com.
The above article is copyright 2003-2008 by Pam Lawhorne. Permission to repost is freely granted so long as the text is not altered in any way, and the copyright and links are included.
When I hired my first employees my standards where not as high as they should have been. I didn’t have the right interviewing skills, I didn’t know the right questions to ask and I most definitely did not do a back ground check. Why? Well basically because I didn’t know better! I hired people based on what they told me their abilities were. They always gave me the ‘mumbo jumbo’ about how they wanted to help my company succeed and help it grow. The sad part is that in most cases I believed them! It wasn’t until we had more than 10 employees did I realize all of the hiring mistakes that were made. Here are some mistakes I made that I hope you will take note of and avoid!
Five Mistakes You Should Avoid When Hiring Employees
Mistake # 1: Thinking That Your Employees Are Your Friends.
I can honestly say I learned this the hard way. Boy did I learn the hard way! My husband and I started our business in our mid twenties. We went into an industry where the majority of people in our field where in their late 30’s to mid 50’s. Because of this, most of our employees were our age or a little older. We felt like they were our “friends” when in reality to them we were just “the boss”. This caused a lot of problem when we had to reprimand or terminate them.
Mistake # 2: Not Verifying The Information That Has Been Provided To You.
My husband and I use pretty trusting people that was until we became business owners. We took everyone for their word and did not feel the need to check people out. HUGE MISTAKE! We found out early on that people will lie on their resume in a heartbeat. Why? Because most employers like us never check it out! I call it the 50/50 rule. For every 10 resumes you receive 5 will contain truthful and accurate information. The other 5 will be a mixture that contains half truth, half fiction and just flat out lies.
Mistake # 3: Not Doing A Complete Background Check.
When you hire someone to help you operate your business you’re basically telling your clients that this individual has your stamp of approval, is as good as you and will assistance them in your absence. Your livelihood is in their hands but whose hands are they really in? As I mentioned above half of people who apply for a job with you will only provide you with a partially truthful resume. Don’t you think you want to find out what they’re hiding? Better to find out not then to have to pay for it later!
Mistake # 4: Not Having Your Applicants Prove They Are Qualified For The Job.
Anyone can say they are capable of doing something but how do you know if they really can? The answer is you bring them in for a day and find out! Give them a task to complete that will be similar in nature to what they are being hired for and observe them. Now of course they may not perfect; remember they are new but they also should not be clueless; remember they do have experience - or so they say! This will give you an indication of what you will get once you hire them. Someone who has a learning curve because you do things differently then what they are used to; that’s one thing. Someone who looks like a deer in the headlights when you provide them with the task; well that’s a strong indicator that they are part of the 50% you don’t want to hire!
Mistake # 5: Not Being Up Front About Your Rules And Expectations.
I have heard so many people who’ve had their employees do things that they would consider ridiculous. I’ve heard “anyone with common sense would have known better!” Well what’s common sense to you may not be to the next person. If you do not tell your employees what your expectations are then you are basically leaving it up to them to make a judgment call. Major mistake! What makes sense to you may not make sense to them and vice versa. Leave no room for error! Tell them up front what you expect, put the rules in writing, and have them sign and review a copy for their file and yours. It also wouldn’t hurt to review this information periodically with everyone during staff meetings just to make sure everyone remains on the same page!
Implementing a few preventive measures up front will help you to avoid the mistakes, misunderstandings and hard feelings that come up when you have to fire, enforce or make changes. Part of being a “Successful Entrepreneur” is being a “Smart Entrepreneur”!
I look forward to helping you strive to reach your goals and dreams. It is my hope that the information I've provided will help you to get there!
To Your Health, Wealth & Happiness!
Pam Lawhorne
Pam Lawhorne is a serial entrepreneur, small business expert and creative marketing consultant, who provides advice, guidance, and encouragement to aspiring CEO's around the nation in her popular seminars and publications. She is the Chief Empowerment Officer of Empower U, Incorporated, a training and consulting firm that specializes in interactive workshops, seminars and coaching programs.
Ms. Lawhorne is the author of “From Minimum Wage To Getting Paid! - How To Become A Successful Entrepreneur With No Money, Education Or Experience!" and she is also a syndicated columnist who writes articles on empowerment, entrepreneurship, personal development, creative marketing and real estate investing. Her articles appear nationally in newspapers, magazines, and on numerous business websites and on-line publications. For additional information please visit her website: www.PamLawhorne.com.
The above article is copyright 2003-2008 by Pam Lawhorne. Permission to repost is freely granted so long as the text is not altered in any way, and the copyright and links are included.
How’s Your Customer Service Department?
As small business owners, you have a lot riding on how good (or how poor) your customer service department is. Sometimes as a sole proprietor or solo employee, you are the customer service department in addition to all of the other hats you may wear! Anyone who has started a business knows that you’ll quickly be out of business if you do not keep your customers happy. People are just not loyal anymore. I call it the 'revolving door' syndrome. The 'revolving door' syndrome is where you work with a client once and they go somewhere else because that other company charges $1.00 less than what you charge!
If you are like me, this is frustrating and makes you wonder why it is so difficult to keep people coming back to you. It is even more frustrating to see people do this when you know you have provided them with the best quality of service that you could. Realize this happens in every business that fails to implement the one often forgotten element of retention.
Too often, we are so caught up in trying to get customers that we too often forget about the customers we already have. We focus all of our energies on the toughest part of building the business which is getting customers. Yet we forget to do the easiest part which is follow up or customer service.
Where does that leave you? Well it depends on how you handle your customers or clients. Most business owners put a lot of emphasis on getting the customer and keeping them happy during the transaction. To be honest, that’s the easy part. The hard part is the follow up!
In any industry, before someone will do business with you, that person wants to know you are someone they can trust. I’m not saying that you need to become their long lost buddy and best friend when you meet them or talk to them but you should, however, show a genuine interest in them, their needs, and also their concerns. That’s were the real customer service begins.
In my book “From Minimum Wage To Getting Paid” I teach people the importance of following up with their clients. You see, it’s easy to get them but it’s hard to keep them. So many people drop the ball and forget to follow-up. They think that because they get someone who shows interest or asks for more information then that person should be ready to buy something from you. Thinking that this is how it happens will only cause frustration.
Even if that person is not ready to purchase your product or service at that time, don’t you think that since they showed interest that they may want to work with you at a later date? How would you know that if you fail to follow up and provide them with good customer service?
Believe it or not, when you follow up and show them that you really want to earn their business you are actually planting a seed. One that may not grow for several months and sometimes even longer but that customer or client will remember you when the time comes to make that purchase or transaction.
As a business owner, it’s important that you keep in mind that the stability of your business and the amount of income you make will be in direct proportion to your personal follow-up and customer service. Make follow-up and customer service your #1 priority! As you build your business in the future, make certain you follow-up and follow-through with customer service. Your wealth depends on it!
I look forward to helping you strive to reach your goals and dreams. It is my hope that the information I've provided will help you to get there!
To Your Health, Wealth & Happiness!
Pam Lawhorne
Pam Lawhorne is a serial entrepreneur, small business expert and creative marketing consultant, who provides advice, guidance, and encouragement to aspiring CEO's around the nation in her popular seminars and publications. She is the Chief Empowerment Officer of Empower U, Incorporated, a training and consulting firm that specializes in interactive workshops, seminars and coaching programs.
Ms. Lawhorne is the author of “From Minimum Wage To Getting Paid! - How To Become A Successful Entrepreneur With No Money, Education Or Experience!" and she is also a syndicated columnist who writes articles on empowerment, entrepreneurship, personal development, creative marketing and real estate investing. Her articles appear nationally in newspapers, magazines, and on numerous business websites and on-line publications. For additional information please visit her website: www.PamLawhorne.com.
The above article is copyright 2003-2008 by Pam Lawhorne. Permission to repost is freely granted so long as the text is not altered in any way, and the copyright and links are included.
If you are like me, this is frustrating and makes you wonder why it is so difficult to keep people coming back to you. It is even more frustrating to see people do this when you know you have provided them with the best quality of service that you could. Realize this happens in every business that fails to implement the one often forgotten element of retention.
Too often, we are so caught up in trying to get customers that we too often forget about the customers we already have. We focus all of our energies on the toughest part of building the business which is getting customers. Yet we forget to do the easiest part which is follow up or customer service.
Where does that leave you? Well it depends on how you handle your customers or clients. Most business owners put a lot of emphasis on getting the customer and keeping them happy during the transaction. To be honest, that’s the easy part. The hard part is the follow up!
In any industry, before someone will do business with you, that person wants to know you are someone they can trust. I’m not saying that you need to become their long lost buddy and best friend when you meet them or talk to them but you should, however, show a genuine interest in them, their needs, and also their concerns. That’s were the real customer service begins.
In my book “From Minimum Wage To Getting Paid” I teach people the importance of following up with their clients. You see, it’s easy to get them but it’s hard to keep them. So many people drop the ball and forget to follow-up. They think that because they get someone who shows interest or asks for more information then that person should be ready to buy something from you. Thinking that this is how it happens will only cause frustration.
Even if that person is not ready to purchase your product or service at that time, don’t you think that since they showed interest that they may want to work with you at a later date? How would you know that if you fail to follow up and provide them with good customer service?
Believe it or not, when you follow up and show them that you really want to earn their business you are actually planting a seed. One that may not grow for several months and sometimes even longer but that customer or client will remember you when the time comes to make that purchase or transaction.
As a business owner, it’s important that you keep in mind that the stability of your business and the amount of income you make will be in direct proportion to your personal follow-up and customer service. Make follow-up and customer service your #1 priority! As you build your business in the future, make certain you follow-up and follow-through with customer service. Your wealth depends on it!
I look forward to helping you strive to reach your goals and dreams. It is my hope that the information I've provided will help you to get there!
To Your Health, Wealth & Happiness!
Pam Lawhorne
Pam Lawhorne is a serial entrepreneur, small business expert and creative marketing consultant, who provides advice, guidance, and encouragement to aspiring CEO's around the nation in her popular seminars and publications. She is the Chief Empowerment Officer of Empower U, Incorporated, a training and consulting firm that specializes in interactive workshops, seminars and coaching programs.
Ms. Lawhorne is the author of “From Minimum Wage To Getting Paid! - How To Become A Successful Entrepreneur With No Money, Education Or Experience!" and she is also a syndicated columnist who writes articles on empowerment, entrepreneurship, personal development, creative marketing and real estate investing. Her articles appear nationally in newspapers, magazines, and on numerous business websites and on-line publications. For additional information please visit her website: www.PamLawhorne.com.
The above article is copyright 2003-2008 by Pam Lawhorne. Permission to repost is freely granted so long as the text is not altered in any way, and the copyright and links are included.
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