In past newsletters I have written about the challenges facing business owners when they have an “enablement” culture verses an “accountability” culture.  Recently I began working with The Boss to change a company’s enablement culture to an accountability culture. I asked the six supervisors in this organization to list the eight most critical job duties of each of their direct reports.  Then I asked the employees of these supervisors to list what they thought their eight most critical job duties were.  In the next step we compared what the supervisors identified as critical and what their employees reported as their most critical.  In most cases the supervisors and direct reports were in-line on about five or six of the most critical job duties.  This left us with an opportunity to improve efficiencies and workflow.  Efficiencies can be gained when employees understand what The Boss sees as most critical to the company’s success and in turn their success.  The other duties listed by employees, but not seen as most critical by The Boss, were taking valuable time away from the truly critical duties necessary for the organization to reach its full potential.  This does not mean the less critical duties are […]

I met with The Boss today and discussed the challenges businesses are facing with their workforce and what to do about it.  We talked about how the economic conditions of the early 2000’s forced business to reinvent and adapt their business models back then.  We remembered when The Boss had to change the business model again when customers forced businesses to create an on-line presence and sell using the web.  Today, our workforce has challenged businesses to change and adapt the business model. The Boss is realizing the younger workforce of today has different values and expectations verses the older workforce of yesteryear. Back in the day, when us older folk first got into business, the workforce we managed came to work Monday through Friday and put in the normal 40-hour work week, had a cubical or desk, and if they were senior associates, had the weekends off.  Today The Boss must manage a workforce, which is made up of several generations, each of which has quite different opinions and attitudes about work life balance and what accountability should look like. The main discussion revolved around, not having enough people to field a workforce team!  Today, The Boss must employ […]

I was asked by The Boss of a family-owned business to help him control his employee turnover. I reviewed his financials and found a mediocre profit, but everything looked to be in order. The next step was to look inside his organization. I spent time with his department heads and, after some time, I began to understand the root cause of the problem. It often takes a little time for me to get the real stories from the employees because, at first, they see me as an extension of The Boss, I have even been told that I am “in The Boss’s back pocket”. After a few conversations, this myth is dispelled as I tell all my clients from The Boss down that I do not work for The Boss, I work for “The Company”. If I must tell The Boss he or she is wrong, so be it. This encourages more candid and honest conversations with the employees, who by the way usually know the problem and have a good idea of what a solution should be. In this organization, The Boss had family members working in the business. In the eyes of the employees, they have special privileges and […]

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My son was playing basketball in our driveway one summer day and my wife made the comment that his friends were so nice and courteous. I assured her that our son was just as nice and courteous as those other boys. How did I know this? Watch your kid’s friends when they come to your house to spend time with your son or daughter. I would notice how our kid’s friends would act, the words they would use, or if they played fair and were courteous. I believe this is how our son or daughter behaved when they visited their friend’s houses. I told my wife I believe that when our kids host friends at our house, our kids are on their best behavior because we are there, and they know we are watching what is happening. Their friends aren’t as worried about what we think because we were not their parents. When our kids went to their friend’s house, I am sure they would act as their friends do at our house. Why do I think this? Because we hang out with people we like. We choose our friends because we have things in common and share many of […]

Did you know that in today’s workforce we have four to five generations of workers?  This made me think of the businesses I know that truly understand how to manage the various challenges that come with a diverse workforce.  I get into many organizations and have the privilege to talk with many business owners on a daily and weekly basis. In recent discussions with some organizations, I hear their main concern is retaining the employees they have and stopping the employee turnover they are experiencing.  From other organizations, this topic does not come up unless I bring it up. I was curious why some businesses have huge retention issues and others do not.   In my opinion, there are many reasons for this, one overarching reason for poor retention is The Boss’s lack of understanding of the several generations in their present-day workforce.  Here are a few points to think about; First, I have been carrying an AARP card in my wallet for more than a decade now.  In my generation, I was trained in an autocratic management style. If you didn’t like what The Boss said and didn’t comply with The Boss’s demands, you would often hear, “My way or […]

In a recent manager’s meeting I attended, there was a discussion regarding a poor performing employee who was disrupting co-workers and exemplifying very poor customer service.  The Boss’s initial knee-jerk reaction he said, “Fire her!”. The employee’s supervising manager was lobbying The Boss to keep her on duty until he could hire a replacement to take her place.  This is a service business already operating in an understaffed position due to a low unemployment environment and lack of qualified applicants. A position that most employers are experiencing in today’s economy.  As I listened to the discussion, I began to hear The Boss’s position change as he was being sawed by the supervising manager. After a while, I began to ask a few questions to get their attention.  What does it cost to lose a customer? How hard is it to gain a new customer?  We already know how challenging it is to find good workers in today’s world. I continued, in my experience when a company retains a bad employee, it is hard for the very good employees to justify staying with the company.  The good employees leave not because they cannot do the job, they leave because they do […]

After a few months of working in an organization and strategizing with The Boss I begin to know the business in a more intimate manner. At first, I want to understand the operations of the business to determine if the organization has a sustainable business model to build upon. I also begin to have extended conversations with the employees, beginning with the department heads and then the rank and file employees. By doing so I begin to understand the company culture. I determine if the culture is a healthy culture or if the culture is hindering the business in any way. I often find company cultures to be either one of accountability or one of enablement. If the culture is one of accountability, it is much easier to accomplish The Bosses goals for the business. If the culture is one of enablement, I often find an atmosphere of blame and mistrust between The Boss, management, and the employees. If a culture of enablement exists, change is necessary. Change of responsibilities and often a change of staff. Everyone is encouraged to accept the changes The Boss and I implement as we move towards a culture of accountability. This change can result […]

When I enter an organization, I am considered a “change agent” and The Boss expects things to be different after I have engaged with the company.  After a good bit of time observing the culture and interviewing the employees, I set off to improve the organization’s profitability and ultimately the owner’s equity.  I usually have the top five areas that I look at for improvements.  One of those areas is communications. Recently I began working with an organization with five department heads.  I asked The Boss how often they meet as a group.  He stated they did not and there was no reason to as he had an “open-door policy” and anyone of his people could come and talk with him at any given time.  After more discussions, I found the main reason was money.  He ultimately said he calculated the hourly salary cost of each manager and to have them all in one meeting at a time would be too expensive for the company as they were experiencing lean cash flow.  I said I understand as I would do the same calculations in my companies, but I did not see the salaries as an expense but an investment. After […]