Business Management - Strategies – Employee Retention – Hiring Experienced, Skilled Staff - Guides & Training Staff - Customer Service - Smart Business Management

As a business owner or manager, what are your strategies and management techniques?

When you think about customer service, how does it rank in importance in your business strategy?

Do you have achievable goals set in place, benefits, have a layout and guides to follow, and outside resources when hiring staff for your business, or do you hire bodies to fill the positions needed, then train new employees after they are hired?

How much attention to details and staff management experience do you have, or do you delegate to others and hope for the best?

These are extremely important questions to consider as a business owner and staff manager. Successful business owners and experienced managers know there are important structures and strategies to running a business, other than self-succession, capitol funds, expenses, marketing/advertising, social media, POS systems, and certain business processes.

What is more important to a business than these types of business needs?

The answer is experienced, well-trained, and skilled staff are important keys to a successful business. Employees can make a business successful and build a positive reputation with customers or contribute to its failure.

A Successful Business Hires Experienced, Skilled Staff Versus Having a Body to Fill Position Vacancies.

Pros and Cons to Employees in a Business:

Pros:                                            Cons:

Well-trained staff:                           Lack of Training and Management:

Excellent Customer Service                 Poor Customer Service & Lack of Customer Attention

Has the Ability to Train Others             Sets Bad Examples for Other Employees

Suggestive Sells to Customers            Doesn’t Suggest or Upsell to Customers - Loss of Income       

Employees are Business Assets          Costs a Business Money to Retrain or New Hire Again

Desire to Succeed & Move Up              Doesn’t Care - Job, Business & Lack of Respect             

Proud of Their Accomplishments        Misses Work & Spends Too Much Time on their Cell Phone

Pays Attention to Details                    Theft, Vandalism, Unsanitary, Poor Uniform Quality

Willingness to Help Others                  Doesn’t Want to Assist Others, Leaves Early from Work

 

A business is no stronger than its weakest link. If owners, management, and supervisors do not take the time to plan their business and the training of staff, then follow up to make sure the operation of the business is strong, it won’t be successful and will fail. Owners and managers need to be experienced in all areas of the business, including the operation and advertising, and marketing of products and services.

Experienced, Skilled Staff are One of the Keys to a Successful Business!

Owning and running a business isn’t easy. There are many different working parts that need attention, from administration to pouring coffee for a customer. A successful business needs “working” managers, not just managers that sit in an office and delegate work. A good manager is willing to do anything they would delegate to others to do. An excellent manager is willing to work hard, plan, set achievable goals, and follow up to make sure the work is done, watch for theft, watch staff to make sure they are providing the best customer service possible, and they are upselling products and services, to increase business income. An excellent manager/owner will step back to look the business over as if they were a customer such as:

Uniforms:

What do the employee uniforms look like?

Are the uniforms dirty?

Are shirts tucked in?

Does their uniform have holes and need to be replaced?

Are they wearing the right type of shoes?

Is your staff wearing name tags?

Hygiene: 

Does your staff look like they need a shower or have a strong body odor, which needs addressed by management?

Does their uniform look like it’s been worn 3-4 times and wrinkled?

Does your staff wash their hands, before handling food or after handling dirty money?

Is your staff coughing, runny nose, feverish, or using a tissue around food or sanitized areas?

Does your staff wash their hands, after coughing or sneezing?

Does your staff cough or sneeze into their hands, instead of their arm or a tissue?

Appearance:

Is your staff smiling or did they bring frustration to work, which will be sensed by customers or create unnecessary talking with co-workers, instead of working?

Did your staff comb their hair today?

Is your staff wearing long nails or jewelry, which are prohibited in some workplaces?

Can your staff improve their appearance to customers by doing something different?

Product Display:

Are your products pushed forward towards the customer for impulse buying?

Is the label facing the customer or turned away from the customer?

Are products organized and neatly aligned?

Are products in specific departmental areas and organized for specific needs or mixed up together?

Does your display look welcoming and attractive or crammed full and confusing?

Does the signage display clear product information and pricing?

Is the signage appropriately positioned, or does it hide the product?

Do you have discount and sale signage where customers can easily see it?

Customer Service:

Does the staff recognize each customer and welcome them as they enter the business?

Does the staff ask to assist or seat the customer as they enter the business?

Does the staff recommend specials, inform the customer of discounts, or suggest items to increase sales?

Does the employee smile and give undivided attention to the customer when they enter the business, and as the customer approaches the staff member?

Is the employee more interested in being on their cell phone than assisting customers?

Is the employee standing around when business is slow, or finding something useful to benefit the business, and to keep busy?

Does the employee spend more time chatting with other co-workers or friends than working or serving customers?

Does the employee approach the customer several times, asking if there is anything else the customer needs or suggest items to upsell, or does the employee serve the customer 1-2 times, then ignores the customer?

Does the management and the owner walk the customer area, asking customers how their visit is, if the customer needs anything, or has any suggestions to make their experience better the next time?

Does management offer discount cards to customers at their next visit to encourage returning customers?

Does management offer a free meal or discount card if the customer’s experience is not good?

Staff Recognition for Work Performance, Improving Business, & Years of Service, and Helping others.

Recognition for Outstanding Staff:

Does management recognize staff for:

Outstanding performance

Working when the business is short-handed

Upselling products to help increase income

Extra measures taken for excellent customer service

Taking the time to display products to improve sales

Helping others to make someone else’s job more enjoyable and more efficient

Types of Recognition:

Plaques

Award Banquet

Paid Time Off

Gift Certificate

Free Meal

Employee of the Month Picture (hung where staff and customers can view)

T-Shirt, Hat, Pen/Pencil Set, Key Chain, or Promotional Item of some type

Movie or Concert Tickets

Amusement Park, Zoo, or Museum Entry Tickets

Years of Service

Retirement Award

Most Improved or Excellence Award

Top 3 Performers

Team Leader

Teamwork

Sales Award

Innovation and Creative Solutions for the Business

Getting to the Root Causes of Problems: 

As a manager do you diffuse the problems between staff members?

Are you taking the time to listen to both sides, to understand and deal with the root causes that contribute to the problems?

Do you look over training issues and take the time to retrain if necessary?

Do you provide the proper tools employees need to do their jobs, or take shortcuts to save money?

 

Do you involve staff with the sales and customer service information, to help them understand the importance of what they do and how their behavior relates, to improve their jobs and your business?

Does your training inform employees of wastage, loss of income, and loss of customers, due to their performance and actions?

 

Employee Retention:

Is your business too small to offer employees benefits?

Do you have a problem with employee retention because you can’t afford to offer your staff benefits?

Even an Independent Contractor and Small Businesses, who employ under 50 employees, can offer benefits that will help with employee retention. Health, life, dental, vision insurance, retirement, and paid time off are not the only benefits you can offer staff to help with employee retention. There are employees that will be loyal to you knowing your financial situation, if you show them that you can provide alternative benefits, to show your appreciation.

 

Here are a few of the alternative benefits you can offer, that are affordable and appreciated by loyal staff.

Recreation & Travel Benefits:

Annual Park Passes

Movie or Concert Tickets

Amusement Park, Zoo, or Museum Passes         

Paid Camping Fees for a Specific Number of Camping Trips

Hotel Reservations or a Travel Package

 

Necessity Benefits:

Grocery Gift Card

Gas Gift Cards

Public Transportation Passes, Taxi or Uber Passes

Department Store Gift Cards

Assistance with their Utilities or Phone

Rental Assistance

House Payment Assistance

A Ham or Turkey for Thanksgiving and Christmas

 

Technology & Software Benefits:

Microsoft Software

Best Buy Gift Card for a Laptop or Computer Accessories

Purchase Computer accessories or a laptop from an online merchant such as Amazon.com

 

Business Benefits:

Paid Time Off (As a reward, for their birthday, or an incentive for not missing work)

AFLAC or another Secondary Insurance, such as AAA, or a Specific Amount on Care Credit

Professional Development Training

Team Building/Business Trip (away from the primary business, such at a state park or conference room)

Flexible Work Hours

Employee Discounts

 

Dependent Benefits:

Babysitter or Daycare Assistance

School Supplies

Department Store Gift Card for Children’s Clothing and Shoes

Gift Cards for Children (Formula, Diapers, Wipes, Toys, Rid for Head Lice, Medications, Medical Supplies, etc.)

 

Lifestyle Benefits:

Health & Beauty Gift Cards (for Supplements, Natural Remedy Products, Prescription Medications, Hair Care, etc.)

Housecleaning Service Gift Card

Mental Health Assistance

Tuition Assistance or a Scholarship

Improved Well-Being: Fitness or Nutrition Gift Card

 

Resources:

Information about agencies for different topics such as food stamps, Medicaid, local trustee, food trucks and scheduled times, churches that provide special services, shelters, rental apartments/housing, legal services, accounting services, recycling centers, transportation services, emergency services, educational opportunities, after school support & services, anything that might help their lifestyle and situations.

 

Employees need their place of employment to know and understand that they have a life outside of work. If employers are understanding and flexible with work schedules and babysitting needs, employees will be loyal, and more likely to be there for the business, during times of need or when there is a shortage of staff and positions need filled.

 

All too often business owners and managers are so wrapped up in what they are doing that it becomes a routine. They forget that the staff working for them are people too. Employers have the tendency to view employees as “expendable” or that the business just needs a “body” to fill the position. They don’t look at staff as being “assets” to the business or company.

 

Employees want to be recognized for the hard work and efforts they put into the business. They want to be appreciated, with the possibility of promotions. When an employee goes unrecognized, it changes their attitude towards management, the business, and continues to co-workers and customers. When this happens, the business will gain a negative reputation with customers and people looking for a job. Income will decrease and the business runs the chance of failing.

 

Staff are extremely important to a business. They either contribute to the success or the failure of a business. If companies don’t take care of their staff, they have nobody to blame, except themselves, when the company either fails or the income decreases, due to poor customer service and employees losing their respect and trust with the business.

 

A bad, self-promoting, or inexperienced manager is just as bad as not recognizing or improper training of an employee. If the manager cares more about their image, they don’t care about getting to the root cause of conflicts or problems, they don’t show appreciation or give recognition to staff, it can contribute to the decrease in income and reflects negatively on the reputation of the business. A good manager empowers and motivates employees, builds trust within the organization, offers guidance and support, along with good problem-solving skills, all while continuing to have responsibility and good organizational skills for the business.

 

Which type of Manager are You? A Boss, A Leader, or A Manager?

Rules for Management:

1.   Be Consistent. Consistency means to be rewarding for good behaviors, discouraging bad behaviors, and treating each staff member equally.

2.   Have Clear, Concise, and Complete Communication. Clear, concise, and complete communication helps to avoid costly errors, confusion, and chaos with the business. It is the foundation of the business. This includes communication by phone, email, and face-to-face.

3.   Setting Achievable Goals for all members of the business. Clear, achievable goals help to ensure the success of the business or project. It will bring team members

together, help with creativity, and collaboration. It helps to provide unity, focus and purpose.

4.   Recognition for Work Performance. Recognizing staff members for their achievements and accomplishments, their dedication and helping others with their work is verbal praise and extremely important. Staff appreciate public recognition even more, giving them a sense of pride for their achievements.

5.   Lead by Example. Showing up on time or early, taking responsibility for mistakes or admitting when you are wrong, and providing a clear, concise message of your expectations are crucial for good management and leading by example.

6.   Transparency and Trust. These go hand-in-hand. If you want the trust of your staff, and if you want to be able to trust your staff with delegations or them, being honest with you, sharing information and being transparent with each other is essential. Don’t make promises to employees that you are not willing to see through. This adds false hope and expectations. If plans change, be honest with your staff, and explain the situation. Transparency is crucial in establishing and continuing trust with your staff.

7.   Know Your Individual Staff Strengths & Weaknesses. Each staff member has different skills, personalities, expectations, and personal lifestyles. Focus on each member individually, to understand their traits, customize your approach to motivate, encourage them for job improvements, and train them for success.

8.   Be open to ideas and opinions. A successful business is planning and setting achievable goals. Be open to staff suggestions, ideas, and opinions. The staff communicate with customers. They see and hear comments or body language of others. We can sometimes overlook things as an owner or manager. Be open-minded and listen to staff members. Afterall, staff helps to improve the business and take part ownership in the business with their work performance.

9.   Enjoyable Working Environment. Help to make the working environment enjoyable and friendly. All work and no fun makes any job boring or overwhelming to management and staff. If they are not enjoying their job and working environment, staff will look elsewhere for employment, causing the company to spend more money by hiring and training someone new. Having a positive attitude, bringing in treats for the staff, celebrating a holiday, birthday, or retirement, and easing up on the dress code are a few ways to relieve work stress and help to make the working environment more enjoyable.

10. Be a good listener – Let Staff Communicate – Understanding Their Needs – Ask Questions. As a manager, the more you understand and show staff you are willing to listen to their needs, and get to the root cause of the problem, the more your staff will respect and trust you. Sometimes an open dialogue makes it easier to identify and fix problems. Problems will not go away by themselves. Having an open mind, being a good listener, providing effective communication, showing sincerity for the situation, and acknowledging to the employee that you care, will help the employee to feel appreciated and valued.

 

These are not standard rules. They are governing principles to becoming an excellent manager and business owner. Business management styles vary depending on your personality and experience. However, the techniques and expectations for managing staff are extremely similar and important to ensure that training, respect, trust, communication, work performance, and experience is adequate for your business to be successful.

 

A successful business requires balance, proper training, building others up to achieve excellent job performances, listening to employee concerns and ideas, and excellent customer service, to encourage repeat customers. Good management is guiding a team to achieve organizational goals, planning, effective communication and feedback, delegation, motivation, building trust, focusing on growth with continuous improvements, and a supportive working environment.

 

Businesses need to hire individuals with levels of experience and skills to be successful, not because of race, sex, color, religion, family, friends, having sympathy or solely to have a body to fill position vacancies. Organizations that hire employees are emphasized as being equal opportunity employers, but to be successful, the experience and skills of each employee are more important.

Hiring family and friends is risky, due to how close managers or owners are to the person, which contributes to favoritism. Favoritism is another negative against a business. Favoritism will cause jealousy, anger, mistrust with management, and employee turnover. Treat all staff members equally, especially if there is a job opening or promotional opportunity within the business.

 

Your staff is dependent on your ability to run and manage a successful business. Please remember they are people too and have a life outside of work. Employee retention is essential for the success of your business and to manage your expenses. Help to make your workplace enjoyable, relieve stress with special activities, and acknowledge employee recognition when possible. Employees who enjoy the work environment and the job will be loyal and consider your place of business more than just a paycheck. They will work for the business when you need them the most.

 

I hope you have gained valuable information from this article. Please return to learn more about managing a business and employees.

S.R.R. Business Services is available to help you with your business needs and offers advisory services. Please reach out to us by filling out our form on this website or contact us directly by emailing srrllcbooks@gmail.com or call (765) 586-1687.

Thank you for taking the time to read this post. Please share this post with others and share your experiences and comments with us.

 

S.R.R. Business Services

Written by Marietta Smith