BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

November 21, 2013Troy Hopkins, CBSE

OFFICE PRIDE COMMERCIAL CLEANING

Get Rid of the RestMotivate the Best—

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

ObjectivesBy the end of this presentation, you will:

• Recognize the monetary impact of poor performers and how to quickly remove them

• Motivate employees to perform at higher efficiencies• Increase employee retention• And Finally, walk away with 10 Key Actions

to improve your Employee Management and save you Money (pay for your trip here)!

*(labor makes up the majority of your cost)

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Understanding the Impact of Poor Performers

80 / 20 Rule

10% Top 80% middle 10% Poor

*80% are fence sitters*10% Poor performers are very vocal and influential

Action 1

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor Performers

*Start now, time is money*This is money they are taking from your family*Example: 20 EEs slacking for 15 minutes/ day = $1000/ mt*Example: 10 person team going to a 9 person team (reward others for hard work)

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersConsider this:

• 87% of employees say that working with a low performer has made them want to change jobs 

• 93% of employees say that working with a low performer has decreased their productivity

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersConsider this:

• Only 14% of senior executives say their company effectively manages low performers 

• Only 17% of middle managers say they feel comfortable improving or removing low performers

*Who feels comfortable removing employees, fast and efficient?*Weekly staff meeting/ employee reviews

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersIt’s a fact:

A single "toxic" or negative team member can be the catalyst for downward spirals in organizations

-Felps and Mitchell, University of Washington

*Or should we say with Customers

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersWhat makes a poor performer?

• Negative attitude • Stirs up trouble • Blames others • Lacks initiative • Entitlement Mentality

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersBy allowing poor performers to continue their negative behavior patterns, you put the productivity and effectiveness of the entire team at risk

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersBelow par performers cost your company in more ways that you may think:

• Waste your valuable time and energy• Set the stage for possible lawsuits• Company reputation• Detract good hires from joining your team• High equipment repair cost/ supply usage

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersPoor Performers:

In a management position, poor performers have a multiplier effect on the productivity of others*Before you evaluate your employees, ensure you have the correct managers*Conduct company survey*Utilize clean goals/ offer letters with managers

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersPoor Performers:

• Send a message to our customers we are weak or we don’t care about them

• Lose sales volume and even customers• Have fewer ideas • Cannot be employed by one of

our competitors!

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The Impact of Poor PerformersPoor Performers:

• Aren’t appreciated by Great Employees, who don’t like being around them

• Send a message we are not selective in our hiring• Have higher absenteeism• Increase disciplinary cost

*Now who during Action 1 has now realized a poor performer in their team?

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Track Bad Employees Out Quickly

What You Can DoHelp supervisors become experts at giving performance feedback:•Feedback needs to be ongoing—not once-a-year•Feedback should be given about good performance and bad performance•Supervisors must document both good and bad performance matters—consistently!

Action 2

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Supervisors should not fear taking disciplinary action

• No one likes to discipline or fire an employee—it is unpleasant and not easy! But sometimes it must be done

• Supervisors should know that they will be supported• Every failure with an employee is an opportunity

for the supervisor and the company to learn!

What You Can Do

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Have Great Tracking Procedures • Performance Reviews• Job Performance Disciplines• Attendance Disciplines• Recognition Tracking

*“Final Written Warning 90 Day Probation”Never lose an unemployment hearing/ case

What You Can Do

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The following tracking program is provided by janitorialmanager.com

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Performance Reviews

• Job Performance Disciplines

• Attendance Disciplines

• Recognition Tracking

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Performance Reviews

• Job Performance Disciplines

• Attendance Disciplines

• Recognition Tracking

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Performance Reviews

• Job Performance Disciplines

• Attendance Disciplines

• Recognition Tracking

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Performance Reviews

• Job Performance Disciplines

• Attendance Disciplines

• Recognition Tracking

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Performance Reviews

• Job Performance Disciplines

• Attendance Disciplines

• Recognition Tracking

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Performance Reviews

• Job Performance Disciplines

• Attendance Disciplines

• Recognition Tracking

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

In Sales, what is ABS?

With employees, we call it ABC:

“Always Be Canvassing”-Eric Chester

Action 3

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

You Need to Be In Control!

Do not allow the bad employee to control you because you need coverage on a FRIDAY night.

*Always have 10 people in the queue

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Always be fishing in the right pond for employees

• Reward your recruiters• Birds of a feather flock together

*Great way to host your top employees for lunch and at the same time ask them for employee referrals

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

What are some descriptions of Great Employees

“The president says we have ‘skills gap in American’, no we do not, we have a‘Value Gap’ in America.”

-Eric Chester

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Become Great at Hiring

The interviewers need to convince themselves first this a great place to work

Action 4

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Why do you want to work for us?• What have you done at one of your jobs

that you are proud of?• Describe a disagreement you and one of

your work peers or manager had and how did you handle it?

Have great interview questions

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• The cost of a bad hire can be up to three times their salary—it’s not worth it!

• It is easier to hire the right employee than it is to get rid of the wrong one

• Work out the right hiring process and use it CONSISTENTLY• Get help mapping out the process if you’re

not sure how to do it well

*When you stray from the process you have set, what happens?*Quick hire versus Five Step process

Know the profile of the employee you are looking for

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Quick hire 33% show-up/ 17% stay• Need 6 employees• Interview 15 people• Select 6 on the spot / orientation• Ask them to show to work that night• 2 shows up and 1 of them drop out after the first

three days

Need 6 Employees to Start New Job?

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Five step Process 100% show –up / 83% stay1. Call 45 applications and call them in for an interview, and they accept2. 30 show up for the interview (67%)3. 15 are invited to a second interview (another day) and 10 show (67%)4. 7 are invited to the Orientation (another day) and 6 show up (86%)5. 6 get assigned jobs and have to come in to get uniform

and employment paperwork done/ 6 show up (100%)6. 6 start work that night / 1 will not work out in

the first three days

Need 6 Employees to Start New Job?

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Train Well

Some people in this industry are worried about putting time and effort in training someone in case they leave… I am worried if I do not train them, they will stay

*Calibrate your trainers

Action 5

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Invest in good orientation and training; don’t cut corners here:

•On average, employees decide in the first two weeks whether they have made a good choice of company/job•Orientation is too often shortchanged; it is more than an overview of rules and benefits!•Orientation takes longer than a day

What You Can Do

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

New employees need to be oriented to:

•Their new company—its history; its mission; its products/services; its culture•Their new unit or department—its purpose and how it serves customers•Their job—what it requires and how it relates to other jobs •Why they and their work matters! •Company VALUES *(janitorial closet example)

What You Can Do

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

The training of new employees:

•Develops skills to be used on the job•Should be ongoing, as skills are improved•Good employees like learning and growing on-the-job: it is a benefit!•Understand Adult learning skills•Your investment in training is an investment in your employees—and the success of your company*(why/ see/ do)

What You Can Do

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Have a Clear Policy

Does your employees really understand your attendance policy?

Action 6

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Sometimes we can give an unclear messages to our employees, sending them down the wrong path.

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Again, it should contain more than company rules and benefits

• It needs to cover what the company expects of itsemployees—and what they can expect of their company

• Always have the handbook reviewed by an employment attorney or a qualified HR professional

*Signing sheets

Have and use a well-written employee handbook:

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Give Them the Tools They Need to do Their Job

Action 7

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Give Your Employees a Target

Give your employee a Target to shoot for, . . . it will make the building cleaner.

*Budgets/ Goals

Action 8

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Allow Your Employees to Make Decisions

The people in your business who actually do the work are often the best qualified to judge how it should be done. They will provide you with good suggestions, and at the same time, feel a part of your business.

*Roundtables of top 10%*They will own the results

Action 9

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Some decisions may not be the right decision, but give them feedback and keep coaching.

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Increase Employee Retention

Guide the worker toward a career; they may possess talents and abilities that would be of a great value to yourbusiness . . . Don’t let pay stand in your way–If they want more pay, let them help you find it (extra services)–The extra pay is much less than losing a great employee and finding a new one!

Action 10

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

If you turn 50 employees during the year… which is easy, you may be costing yourself $52,000

• Possible lost customer• Recruitment cost• Training cost• Ramp up curve• Lost productivity

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Little REWARD goes a Long Way

• Rewards can come from your bottom line• Rewards can make you money/ and Reward

• Lead bonus for being on budget (23 hours vs 28)• Telemarketing bonus for extra leads

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

• Have 1 to 1 with your key employees• Ask the 5 things that motivate them• Ask the 5 things that do not motivate them• Make action plans to increase the motivators

and eliminate the de-motivators

What You Can Do

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Set policies and procedures, be consistent and stick byyour guns…Your life will be a whole lot easier

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

1. Understanding the Impact of Poor Performers2. Track Bad Employees Out Quickly3. Always Be Canvassing4. Become Great at Hiring5. Train Well6. Have a Clear Policy7. Give Them the Tools They Need to do Their Job8. Give Your Employees a Target9. Allow Your Employees to Make Decisions10. Increase Employee Retention

Review of Top 10 Actions

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention

Motivate the Best;

BSCAI is the Business Resource for Contractors — 2013 BSCAI Annual Convention