peer to peer Balanced Discipline
Problem: “My installers are great but tend to screw around too much. Tey work hard, but I need more focus out of them. Considering the shortage of quality installers in the industry, losing even one of them could seriously hurt my ability to perform installs at a profitable rate. Is anyone else having this trouble and, if so, how have you handled it without sacrificing morale or driving installers away?”
and goals with hard deadlines and stick to them; following up is the key. The employees will see and understand that you are doing this to better the business and their work environment.” Justin Ferroni, Best Buy/Geek Squad, Minneapolis, Minneapolis
Hard Data Possible Solutions:
Brotherly Love “Easy: Treat your delivery technicians
like humans. The team at Audition Audio & Electronics gets sodas, Monster Energy Drinks and Red Bull, and flexible time to work. We understand that each technician has a skill and figure out how to maximize that skill for the job at hand. We also use BusinessWorx to profile the personality of everybody on the team so we can all understand how to leverage the strengths of each person on the team.” Ben Vollmer, Audition Audio & Electronics
Lead By Example “When this starts to happen in my
store, I get in the bay and work—I lead by example for a day or two. They pick up on your cues and your habits.” Spencer Richardson, Distinctive Ride,
Wasilla, Alaska
Elbow Grease “It’s way too easy to yell at people
rather than show them how to work. At my first job, packing groceries and baling cardboard, the store manager came to the back, rolled up his sleeves and showed me how to bust a move. I never forgot that.” Charlie Lamble, Car Trek, SSM, Ontario, Canada
Te Talk
“I would say that there is no beating around the bush. If someone’s habits and behaviors are negatively affecting or hindering the potential for growing your business, you need to sit the employee down and have the tough conversation. Give them performance development plans—a plan to develop and foster the behaviors that best meet the needs of your business and drive a better employee experience. Set achievable milestones
“Sit them down one-on-one. Discuss all of the positive things they do for the company and make sure they know that you appreciate them. Show them reports that detail their efficiency. Show them how many billed labor hours they’re doing each day and ask what they’re doing the rest of the time. They can always argue with an opinion on their efficiency, but hard numbers don’t lie. Set a target goal for each installer and revisit the issue in a month. If installers meet their targets, give them bonuses, like a restaurant or iTunes gift card.” Luke Fidler, Audio Expert, Clearwater, Fla.
Work Hard, Play Hard “There’s a big difference between a
productive and fun working environment and one being run by a taskmaster, but anything that puts customers’ vehicles in peril is a no. Texting while working or taking phone calls that are not business- related is a no. Dealing with family drama also a no. Jokes and such, as long as work is getting done—by all means go ahead.” Shaughnessy Murley, Visions
Electronics, Red Deer, Alberta, Canada
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