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Do You Have An Employee Like BP?

No, I don’t mean like Bob Phibbs.

Did you catch the BP oil hearings yesterday? Seems they had 760 Willful and Flagrant violations while all other refineries had only one. Imagine if you had an employee like that.

They arrive late one morning, you call them on it.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
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On the anniversary morning of their first year with you, they arrive late, you write them up.

The next morning they arrive late, you write them up.
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The next morning they arrive late, you write them up.
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On the anniversary of their second year with you, they arrive late, you write them up. “This time,” you think “they’ll change.”

The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
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The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up.
The next morning they arrive late, you write them up for the 760th time.

When did the employee learn that write-ups meant nothing?

So many times the information is staring in our faces that the employee (company) is not cutting it. If you are a Thinker personality, you may feel like “writing them up,” will make a change. It may but only if it has teeth.

Here’s the easy way to do it:

Make a policy, three written warnings and you’re out.
Note whatever happened and when
When you have time that day, make out a written warning with just the facts, how it impacted your business, what behavior needs to be changed, consequences if it happens again.
Before the employee leaves, go over it with them. Have them sign they understand and enter their comments if they wish.
File it away.

Too many times we give people fifth, sixth and seventh chances when the employee obviously knows nothing will happen.

Don’t wait for a disaster like the BP spill to make you go back to your employee records and find many more instances of poor behavior. Stay on top of it and you’ll have a crew that understands consequences for bad behavior.

Learn how to manage a great sales team in my new book, The Retail Doctor’s Guide to Growing Your Business.

Job Management: Misery Loves Company – Remove the Lower 20%

When I was the VP of Marketing for a franchise, we came up with a series of feature drinks which were designed to lift average check. I often was frustrated that the very programs that could help struggling franchisees were often met with a cold shoulder. “My customers don’t like it,” “I really liked the other one,” etc. For the struggling there was always an excuse and it was usually the Marketing department’s fault.

Are you in a position where you are trying to get people to change for their own betterment? Here’s the secret to making it work. Leave the bottom 20% where they are.

Those 20% are not going to change. As the old saying goes you can lead a horse to water but you can’t make him drink.

Should you spend your time instead on the top performers? Regrettably no. They are doing what needs to be done. Give them space to crow about what they have and are doing but frankly, they probably understand what it takes to be successful more than you.

The sweet spot, the place you can make the most difference is that middle 60%. You want to keep them from spiraling down to the lower 20%. That’s because misery loves company.

Those who are struggling often are looking for allies and someone to blame. Their view of the world is it is nasty and something that is ruling their lives. Being responsible for their own happiness is foreign. This holds true whether you are dealing with a group of franchisees, a group of employees or a sports team.

You have to intervene and keep that middle 60% progressing forward, not going back. That means giving them training, personal attention and opportunities. Too often we spend our precious time on the ones who can least change – the bottom 20%. There are only a dozen eggs in your basket of energy. You spend 7 on the lower 20% there are only 5 left for the rest – and your sanity.

Give the Bitter Bettys as I call them – your lower 20% – a chance certainly, but don’t waste your precious time trying to raise them from the muck. Instead, let them go.

Learn how to increase your business with my new book from Wiley & Sons.

Care to share a time when you spent too much time on your lower 20%?

5 Tips For How Businesses Should Respond to Disasters

I was working with a small chain of coffee houses on the West Coast the morning of 9/11. As the towers fell I was the confused, scared and riveted to the cable news channels. What was next? What did they know? When could we return to normal?

Reports were surfacing that all Starbucks were closing. I called the founder of the company who, due to a home remodel had been at his sister-in-laws without a TV. We decided we had to keep the stores open, people would want to talk. Could the employees bring in TVs? No.

I hesitated writing a blog about gulf coast retailers when the disaster hasn’t officially landed, but was approached for comment yesterday about what could businesses do to return to normal. My list is short:

1- DON’T put your TV in the shop, office or waiting room so everyone is reminded of the problem. If people are in your shop, they are interested in shopping.

2- DO offer your location as a collection point for local volunteers, updated information for how to help, or use your FB account to spread the word. You could also provide trash bags, buckets, brooms, sponges, rags, and so forth.

3- DO donate water or food to volunteers. Just see where they are working, order some food and bring it down, stay long enough to clean it all up too – they don’t need any more work.

4- Yes, you and your crew can help cleanup if that is appropriate, even wearing logo shirts but don’t do a press release. It isn’t about “look at how noble we are” as much as being good neighbors. Watch how BP handles this one -ads or action.

5- Rally the spirit of hope and talk about that with other merchants and customers. Don’t be Pollyanna, but whatever you do don’t run around talking about how the shrimp industry is going to die or worse. No one shops with nervous Nellie rattling the cage.

Bad things will always affect us. I remember when Ronald Reagan got shot in the 80′s, the mall was virtually dead where I worked – but there were shoppers. We told the few who came in we had a “Reagan got shot sale.” Black humor to be sure but shopping is supposed to be fun, not work, not reality, and not a downer. Don’t add to the fear but work to making your community better.

What tips would you have for retailers in the gulf?

Learn more about improving your business here.

The Retail Doctor's Guide To Growing Your Business Webinar

Let’s face it, having a new book out next week from a major publisher is a big thing for me but probably not so much for you.

“There’s no denying that retailers have taken a beating lately. But the smart ones find a way to stop the bleeding and start looking ahead for new opportunities. With his plainspoken style and real-world anecdotes, Phibbs gets back to basics and provides a helpful guide for entrepreneurs determined to position themselves for the next big upswing.” -Rod Kurtz Sr. Editor, Inc. Magazine

In planning The Retail Doctor’s Guide To Growing Your Business, I listened to readers of my popular first book, You Can Compete, who said they wanted updated information on how to use the Internet to boost sales as well as how to look at financials to truly gauge success. If you’ve heard me speak in the past year about social media, this is the book that covers it all in Chapter 7.

Like Gordon Ramsey’s Kitchen Nightmares, this book has definite ideas of what you should be doing and what you should avoid doing. Known for my concrete advice and accessible style, you’ll receive insights that can be immediately applied by any reader.

Although I’ve been known for my work in retail, the target audience for this book is any small business owner who is nervous in today’s economic climate.

I’m holding a webinar for those who purchases from any retailer prior to Thursday, May 6 at noon EST will be held Thursday night at 8 PM EST. Can’t make it? I’ll record it so you can download afterwards for one week.

After your purchase, email me at orders At retaildoc.com prior to Thursday at noon EST with “DONE” in the subject line, the company you purchased it from and date. Please note- to participate in the webinar, you will need to log in to the web link we provide you and dial in from a phone line to hear the audio.

Purchase your copy today so you don’t miss out!

The last email I sent out boosted the book to #1 on Amazon business books,but it is a constant battle to maintain momentum.

The more orders, the more your local bookstores will take notice. The more they take notice, the more likely they are to order more copies of the book. With that inventory, more business owners will be able to compete and gain hope, not wallow in the mire of cable news. Here’s the 2 min video created for the book.

Still not sure? You can download the introductory chapter from The Retail Doctors Guide to Growing Your Business here http://www.retaildoc.com/guide/free-chapter.php.

The book launch is a big thing obviously. I have never solely pitched a product and won’t make it a habit, would appreciate you linking back to this or RT or posting on FB to get the word out!

If you’ve started to read the new book and have questions regarding the four personalties and what they mean to your business, please leave in comments.

7 Tips Any Business Can Learn From A Shoe Shine

I had just arrived at the Orlando airport yesterday when I spotted a shoe shine kiosk. While I waited for my turn, it struck me the lessons shoe shine operators could teach any business:

1) Know who you are and who you aren’t. Yes,they have customers waiting but that doesn’t mean they have gum ball machines or other irrelevant product.

2) Make it easy for customers to know what you do. Nothing is more frustrating to customers than guessing what a store carries. Nothing is more frustrating to managers than employees who don’t tell customers all the great programs or services they offer. They shouldn’t have to – it should be obvious.

3) There are no counters, no walls and nothing to interfere with their interaction with their customers. A shoe shine operator is completely exposed and focused. No shoes to shine = no food to eat. Simple.

4) Be visible in your community. If shoe shine operators aren’t busy, they are engaging busy professionals by saying, “Want to look your best?” No 20% discounts and no “sales” – just thinking what their customers ultimately value and reminding them.

5) Engage your customers. There’s most always a banter from the person shining your shoes. They know the more they connect, the higher the tip and more importantly, the sooner their customer will come back. Contrast that to the ice queens you meet in many businesses whether at the doctor’s office, the Macys or local hardware store where you hope you’ll never run into them again.

6) Hustle and focus. They never want someone to feel the wait is too long so they move quickly to do a great job and keep everyone happy. Focusing only on the customer’s experience often means you need to give up going on break, a personal call, anything that will distract from the person standing in front of you – after all, they’re the ones that pay your salary.

7) Thank every one. Whether they are tipped well or not at all, shoe shine operators always thank – its their livelihood.

Oh and if you think I’m just talking about men who shine shoes, a woman I know has been at the Men’s Shoe Department nearly 20 years at Nordstroms in South Coast Plaza, CA after giving up her corporate gig. By using her sales abilities she makes more money, has less stress and more of a feeling of accomplishment when she goes home than she ever did as a financial executive.

A lesson about doing a great job you can be proud of that we can all use.

Archive for the ‘Management’ Category

Do You Have An Employee Like BP?

Job Management: Misery Loves Company – Remove the Lower 20%

5 Tips For How Businesses Should Respond to Disasters

The Retail Doctor's Guide To Growing Your Business Webinar

7 Tips Any Business Can Learn From A Shoe Shine

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