Agenda Why is this important Building Your Team Expectations
Leadership Engagement
Slide 3
Building Your Team: Why? Small Operations: Taking care of your
customers Customer expectation Injured, Vacation, Time off Make
sure that someone can help your customers when you arent there
Larger operations: Taking care of your customers Customer
expectation Expansion, new markets New contracts Transition into
retirement
Slide 4
Building Your Team: How? Who are you looking for? 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?
Slide 5
Building Your Team: How? Qualities & skill sets Know what
youre looking for before starting the search Mechanical Skills,
computer skills Follows directions Communication skills (soft
skills) Do they fit Are you willing to train for the position? How?
When? On whos dime? What if the leave soon
Slide 6
Building Your Team: How? Advertise your company to your
internal customers Dont 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
Slide 7
Building Your Team: How? YOU CANT FIX STUPID!
Slide 8
GUINCO AMAZING RACE http://vimeo.com/119027193
Slide 9
LEADERSHIP Define your culture if youre not on fire about what
you do, why youre doing it, and the people who do it with you, then
you cant kindle their minds, hearts and devotion to a cause. HERB
KELLEHER - SOUTHWEST AIRLINES FOUNDER
Slide 10
5 Tips For Being a Improved Leader Lead By Example Set Clear
Expectations Never Stop Improving Know your limits Energize Your
Team
Slide 11
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
Slide 12
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
Slide 13
Question from GEs 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
Slide 14
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)
Slide 15
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
Slide 16
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
Slide 17
Energize Your Team Grade/Review Cant make a decision on what
you dont 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
Slide 18
GAMEABCDEFGHIJKL Alphabet Review Select 3 letters that start
with 1 word of a concept you learned today MNOPQRSTUVWXYZ
Slide 19
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