The holidays are a great time of year, depending on who you are and what you do for a living. Most people on the front lines in a retail organization will tell you that this time of year is exhausting. This time of year can also be stressful to our people in the home service industry.
This month we’re going to continue our discussion of ride-alongs by reviewing two additional expectations that need to be set with yourself and two that should be set with the performer. By taking the time to establish these, you’ll both be in the right frame of mind to begin your ride-alongs.
I work with owners and managers all the time, talking about various parts of their businesses, but one aspect that gets little thought is the definition of their ideal customer. I realize that we would all like to take care of everyone who calls our business, but we need to put some thought into our ideal.
Ride-alongs can be a great success in coaching your employees to higher performance, or they can be a disaster which forever spoils the abilities of the people under your leadership. The outcome is heavily based on the role you take and your commitment to stick to that role no matter what.
Everyone has trouble hiring good employees: This is a fact of business that has been around as long as people have thought about it. But when I ask a manager exactly what employee he or she is looking for, the most common answer I get is, “Someone good.” What does this mean?
When you think of making an investment, what is the deciding factor on whether or not you will make a good choice? Would you agree that it’s the rate of return you receive? Now shift to the investments you’re making in training for your employees. What type of return are you getting?
I get questions about interviewing all the time. Something that comes up over and over again is how to figure out if an employee really wants the job. We all know that someone who needs work will say whatever it takes to land the gig.
Irish playwright George Bernard Shaw once stated, “The single biggest problem in communication is the illusion that it has taken place.” Have you ever found this to ring true as you think back on some of your conversations with your employees?
Have you ever told your team what you want your company to sound like? Seriously, what do you want your business to sound like on the phone? If this is a foreign concept to you I am challenging you to put some thought into it.