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Engage Your Workforce + Team Building

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Agenda Why is this important Building Your Team Expectations Leadership Engagement

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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

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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?

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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

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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

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Building Your Team: How? YOU CANT FIX STUPID!

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GUINCO AMAZING RACE http://vimeo.com/119027193

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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

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5 Tips For Being a Improved Leader Lead By Example Set Clear Expectations Never Stop Improving Know your limits Energize Your Team

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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

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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

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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

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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)

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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

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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

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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

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GAMEABCDEFGHIJKL Alphabet Review Select 3 letters that start with 1 word of a concept you learned today MNOPQRSTUVWXYZ

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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