Engage Your Workforce + Team Building

Agenda Why is this important Building Your Team Expectations Leadership Engagement

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 aren’t there Larger operations: – Taking care of your customers – Customer expectation – Expansion, new markets – New contracts – Transition into retirement

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?

Building Your Team: How? Qualities & skill sets – Know what you’re 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 who’s dime? – What if the leave soon

Building Your Team: How? Advertise your company to your internal customers – Don’t 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

Building Your Team: How? YOU CAN’T FIX STUPID!

GUINCO AMAZING RACE

LEADERSHIP Define your culture if you’re not on fire about what you do, why you’re doing it, and the people who do it with you, then you can’t kindle their minds, hearts and devotion to a cause. HERB KELLEHER - SOUTHWEST AIRLINES FOUNDER

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

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

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

Question from GE’s 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

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)

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

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

Energize Your Team Grade/Review – Can’t make a decision on what you don’t 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

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

Jeff Guinn + Catie Bloom Workshop 9am PREPARE: Think of 1 to 3 new management techniques or goals you want initiate after the ASTI in the next 3 months