Engage Your
Workforce
+ Team Building
Agenda
• Why is this important
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•
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Building Your Team
Expectations
Leadership
Engagement
Building Your Team: Why?
• Small Operations:
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Taking care of your customers
– Customer expectation
– Injured, Vacation, Time off
– Make sure that someone can help your customers when you aren’t there
• Larger operations:
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Taking care of your customers
Customer expectation
Expansion, new markets
New contracts
Transition into retirement
Building Your Team: How?
• Who are you looking for?
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Tech 2, tech 8, tech 28?
CSR?
Dispatcher?
Accountant?
Parts Manager?
• Get quality candidates on the bus
– Do you have growth opportunities?
– What is there long term goals?
• Does that fit the company?
Building Your Team: How?
• Qualities & skill sets
– Know what you’re looking for before starting the search
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Mechanical Skills, computer skills
Follows directions
Communication skills (soft skills)
Do they fit
– Are you willing to train for the position?
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How?
When?
On who’s dime?
What if the leave soon
Building Your Team: How?
• Advertise your company to your internal customers
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–
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Don’t be afraid of “over qualified” individuals
What makes you better to work for?
Let your team help you find people that fit
Network
• Research
– Know your market and competition compensation
• Clear Job Descriptions / Expectations
– Difficulties of the position
– Expected hours
– Is on going training required
Building Your Team: How?
YOU CAN’T FIX STUPID!
http://vimeo.com/119027193
GUINCO AMAZING RACE
if you’re not on fire about what you do, why
you’re doing it, and the people who do it
with you, then you can’t kindle their minds,
hearts and devotion to a cause.
HERB KELLEHER - SOUTHWEST AIRLINES FOUNDER
Define your culture
LEADERSHIP
5 Tips For Being a Improved Leader
•
•
•
•
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Lead By Example
Set Clear Expectations
Never Stop Improving
Know your limits
Energize Your Team
Lead By Example
• YOU DETERMINE YOUR CORPORATE CULTURE
– Core Values
• Your behavior will be the example set for your team
– Cell phone in a meeting
– Presence
• On-Boarding Experience
– Makes a statement of who you are
– Different Learning Types/Styles
Set Clear Expectations
• What are their responsibilities?
– Day to Day, Weekly, Monthly
Tasks
– They should know what they
are walking into
– Training/On-Boarding should
involve setting expectations
for them and others around
them
– Regular Targets
• Example: 10 calls a day – 70%
FCC Rate
• Grading
– They want to know they are
doing a good job!
– Set and review metrics
together
• Goals
– Team vs Individual
Question from GE’s Jack Welch:
Knowing what you know today, if you were NOT already in
business; would you enter it today?
• Business Litmus Test – Recommend you take on your own
• E-Myth – your skill set, different “hats”, rotate your position
Never Stop Improving
• Learn from the past and others
– GET A MENTOR!
– Join a Peer Group
– Be an active member – ChatUSA, RSTI, ASTI, etc.
“Winning is not a sometimes thing”
- Vince Lombardi (pro footballer/coach)
Never Stop Improving
• Changes:
– Your audience
• Age: millennials vs. gen X, Y vs. baby boomers
• Gender : Male vs. Female Communication
– Costs (affordable healthcare)
– Google
• Shared Values, Mission and Goals w/ Reminders
– At each meeting
– Updates and reminders
– Get them to buy-in
Energize Your Team
• Know your team!
– What motivates them
– What are their strengths
– What are their interests
– Motivation = Productivity
– Who is your audience?
• Women vs. Men
• Office vs Techs
• Regularly have open dialogs
– Encourage candor by being
candid
– Constant contact
– Be humble
• Reward those who follow
the values of your
organization
– What are your core valves
– Reward Good
Energize Your Team
• Grade/Review
– Can’t make a decision on
what you don’t know.
– Confidence in their ability
and organizations.
– Metrix
• Software
• Data
• Create a regular agenda
• Create goals and
rewards – just like
marketing to your
customer base
• 21 Days
GAME
Alphabet Review
• Select 3
letters that
start with 1
word of a
concept you
learned today
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
Jeff Guinn + Catie Bloom
Workshop Thursday @ 9am
PREPARE: Think of 1 to 3 new management techniques or goals
you want initiate after the ASTI in the next 3 months