TERRY McKENNA is principal and co-founder of Employee Performance Strategies, Inc. (EPS), based in Kure Beach, NC. EPS helps clients increase their competitive advantage and profitability through people. Terry provides keynotes and leadership seminars for businesses and associations. Contact information: (888) 788-9090,
perform@eps-i.com,
www.eps-i.com.
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[ THE PERSONNEL TOUCH ]
The root of the problem
Ever wonder why your employees don't perform at a higher level? You know, things like customer service, suggestive selling, cleaning, merchandising, etc. You know they were trained, so what's the problem? Perhaps you rationalize the poor performance by concluding that they're simply lazy. Maybe yes, maybe no. Over the past nine years, my company has identified 10 root causes why employees don't perform. As you read through these, keep a mental scorecard to judge yourself.
- They don't know what they're supposed to do
Don't assume anything. If your new hires were trained by someone other than the boss, how do you know the training was conducted effectively, to your standards and with no shortcuts?
- They don't know how
What type of training feedback process do you utilize that tells you unequivocally that what you have taught has been fully comprehended by the trainee? Do you employ written tests? Do you observe them performing the new tasks? Or, is it like well-cooked spaghetti thrown at the wall; you simply hope the training sticks.
- They think they're doing it right
This could be a simple case of confusion on your employee's part, or perhaps they completely misunderstood the training. In either case, if you don't correct the mistakes quickly, they will soon become habits, and bad habits at that.
- They think their way is better
This is the independent-thinking employee; no doubt a Gen X'er. And you know what, maybe their way is better. However, you're the boss, and it's your way that counts since you're the one writing the paycheck.
- They don't know why it's important
No one took the time to explain the big picture to them and how their job and their actions impact that big picture.
- They think something else is more important
You need to prioritize your employee's tasks and duties. Every task should not be a No. 1 priority, since it leads to confusion. Without question, the customer should always be the No. 1 priority, everything else comes second.
- They're rewarded for not performing
That's right, rewarded for not performing. You know the situation; you have an employee who never quite seems to perform to your standard, be it cleaning the restrooms, stocking the shelves, or whatever else it is they're supposed to do. What happens? Either you end up doing the task yourself or assigning it to another employee who you know will get the job done.
- They're punished for performing
An employee takes some initiative and tries to make a positive contribution on the business, but ends up getting yelled at by the boss because either the boss didn't know about it, or the contribution was not done in a manner the boss would have done it. If you slam an employee for trying to do something right, even if it didn't work out, you'll prevent any future initiative by that employee. Coach with soft gloves, not a hammer.
- There's no positive reinforcement
What gets recognized and rewarded gets repeated. It really is that simple.
- They're completely helpless
Some employees, sadly, either don't get it, or outright refuse to get it. In either case, you and your customers end of paying the price. Don't compromise your standards; get rid of these types of employees since they're putting your business at risk.
So, how'd you do with your mental scorecard? If you scored yourself poorly then perhaps it's time to go back to the drawing board, along with a nice long "how's it going?" review with your employees. Both you and your customers will be glad you took the time. And you know what? So will your employees. |
