Back to Basics – It’s the People Stupid

Back to Basics – It’s the People Stupid

I am amazed that some businesses stay in business. I guess one of the advantages to being a large company is that it allows you to make more mistakes. “Sales cover all sins.”

I was visiting my local video store yesterday. It is part of a large national chain that has consolidated a series of independent video chains over the years. And even though the building is the same, this location has had three names over the past few years. But “Josh”, the store manager, has remained constant. He is one of the reasons I continue to go there rather than sign up with one of the mail order companies.

Today I noticed the large “Now Hiring” sign on the front door. And the checkout. And in the front window. I wasn’t too surprised since it seems like Josh works there all day, every day. However today he was enjoying a rare day off. During an earlier visit I had asked him about the hours he worked. He admitted that worked a lot of hours, mostly because it was hard to find good help… Maybe I should consider working here part time I thought. I have always wanted to know more about the video rental business model…

Today, I stuck up a conversation with the clerk behind the counter. She also mentioned the difficulty in recruiting help, so I took a chance and asked if they were still looking for part time help.

“You bet! Always!”

May I have an application, I would like to apply.

“Sorry, we don’t have any. Ran out.”

“Must make it hard to recruit if you don’t have any applications.”

“It sure does. I had someone in here yesterday asking for an application and had to tell them that we were out.”

“Can I go to your web site and download an application?

“I have no idea.”

“Do you know when you will have applications?”

“Nope.”

Vince Lombardi once said that football is nothing more than blocking and tackling. I believe that this business would not fair well in Mr. Lombardi’s eyes.

One thing that I have learned in more than 25 years in business is that “business is nothing more than the summation of the efforts of individuals”. For more than 25 years I have carried a card in my wallet that describes my job description and this job description has not wavered from one industry to the next. Following these simple rules has always allowed me to be successful. Here is my secret. Printed on the front:

Recruit
Train and Develop
Motivate
Retain
Enforce Company Standards

Printed on the back:

The highest level of performance a supervisor can expect from the people he supervises is determined by the minimum standards he has established and maintained.

That’s it.

The first rule of running a successful business is to always be recruiting. Never wait until you have an opening to recruit. Part of this process is to make sure that you “block and tackle”, so having applications on hand is paramount to successful recruiting.

Many people blame the lack of competent employees on “low employment”, “the decline of our education system” or “an unmotivated work ethic among America’s youth”. All of this may be true, but perhaps one of the reasons this company is having staffing problems is that they do not make it easy for clients (clients are prospective employees) to do business with them.

And we know that this location has been out of applications for at least two days. I am willing to bet it is even more.

I know that mistakes happen. Sometimes you run out of applications. But if always be recruiting were part of the DNA of this organization, this employee would have known what to do. There would be a back up plan in place. She already had my name, address, phone number, email address, etc. because I am a member of their video club. She could have said I will check with Manager, District Manager, someone and have them contact you. Or I will call you as soon as the applications arrive. Or let me check the web site for you. (Please note that I was the only customer in the store at this time.)

Recruiting is more than a Help Wanted ad in the newspaper or a sign in the store. It must be part of a business’ genetic code. Recruiting is a course of action, not a passive undertaking.

For the record I did visit the company’s web site. Sure enough there is an application that you can download and fill out. So I did. Can I fill out the application online so it is routed to the appropriate individual in the field? No. Here is the recruiting page off their web site. I have deleted the company’s name to “protect the innocent”.

Work Hard! Play Hard!
That's our motto at XXXXXXX. We're always looking for diverse, dedicated, enthusiastic people who want to work hard and play hard in our stores and in our Support Center. Opportunities at XXXXXXX include those at the store level, field management level, and at the Support Center (corporate office) which is located in YYYYYYYYYYY. YYYYYYYY is a family community located just 90 miles north of the world's most beautiful beaches. We are an Equal Opportunity Employer, dedicated to a policy of non-discrimination in employment on any basis, including race, color, age, sex, disability or national origin.

How To Start Playing

Store Opportunities
From North to South and East to West, XXXXXXX has stores all over North America that are operated by some of the best Associates in the industry. If you're interested in joining our diverse store team, check out the following jobs we offer in our stores:

Store Manager
The Store Manager is a take-charge person... a problem-solver... a supervisor... and a team leader all rolled into one. He or she provides supervision, motivation and leadership to the staff and exercises management control over all operational and service related functions in the store. He or she insures that the highest standards of Customer Service are maintained while protecting company assets. Store Managers are eligible for quarterly bonuses based upon store performance.
Apply in person at your local XXXXXXX.

Assistant Store Manager
The Assistant Store Manager understudies the role of Store Manager by assisting in training, scheduling, and supervising staff, coordinating promotional activities, and maintaining profitability. Assistant Store Managers provide direct supervision of Senior Customer Service Associates and Customer Service Associates. In the absence of the Store Manager, the Assistant Store Manager is responsible for the effective operation of the store and maintaining the highest standards of Customer Service from all personnel on duty.
Apply in person at your local XXXXXXX.

Senior Customer Service Associate
The Senior Customer Service Associate sets a positive example for Customer Service Associates and is responsible for resolving customer problems. The Senior Customer Service Associate also acts as the Manager on Duty when assigned by the Store Manager.
Apply in person at your local XXXXXXX.

Customer Service Associate
Our Customer Service Associate is the direct contact with our customers. Part-time Customer Service Associates provide outstanding Customer Service and are committed team players.
Apply in person at your local XXXXXXX.

How to Apply for a Store Position:
If you are interested in applying in person at any of our locations, please print and complete a copy of the attached Employment Application and take it to your nearest XXXXXXX or affiliated store. Find Your nearest store.

It sounds like a great place to work. However, I would suggest that they include a simple link in the web site to replace “Apply in person at your local XXXXXXX.” “Click here to fill out an online application which we will then immediately forward to someone who will contact you, or Apply in person at your local store.”

Always be recruiting. Recruiting great employees is hunting. Asking interested parties to take an application to the nearest store is gathering. I prefer to put my business fate in the hands of a hunter. Even when you do not have an opening (unless you are operating in a very unique business) eventually everyone has an opening they have to fill. You best course of action is to always be on the look out for talent. Three tips for success:

Always carry a business card. When you are out on the town, if you find some one that strikes a cord with you give them a business card. Invite them to sit down for a cup of coffee. Get to know them. Always be looking for the next member of your team.

Keep a list. Realizing that you may not be in a position to hire anyone you would like at any time, keep a list. I keep mine in a folder in my desk.

Keep in touch. I try and stay in contact with these individuals throughout the year. A quick phone call. Fire off an email. Let them know you are still interested in them.

Rule number one – Always be recruiting. Business is nothing more than the summation of the efforts of individuals.

Next, let’s look at what should be looking for when you are recruiting.