Tag: HR

Money Makers Through People Management

All good businesses seek ways to improve efficiencies and GREAT businesses seek efficiencies through effective people management.  Yes, you can be profitable and even “successful” without a true people-focus, but you will never realize the organization’s true full potential unless you effectively manage the people aspect of your business.   Being people-focused isn’t a feel-good, nice-to-have core value, but an actual business strategy that is well thought out, customized to fit your business and brings real value to your bottom-line AND top-line.  When you truly have the realization that people make a difference, you will invest significantly in your people just as you do for marketing, sales strategy and technology.  You must have consistent investment, policies, programs and process.

Every business should consider the HR basics below as they plan and prioritize their people initiatives.  Well planned and implemented HR practices, processes and programs will enable your organization to realize its full potential.

Top 10 Money Makers and Savers For Small Businesses Through People Management

1.  Standardize your hiring process.

2.  Implement a performance management system.

3.  Develop and distribute an employee handbook.

4.  Create an employee communications program.

5.  Reduce use of legal counsel for basic workplace questions and issues.

6.  Hire HR experts (consultants or employees) to design HR programs.

7.  Appropriately document programs, issues and actions

8.  Implement salary structures tied to job levels and performance.

10. Develop and document basic human resource policies and practices.

Have you reached your potential?

Who Fills Your Q-tip Container?

This past weekend I found myself doing a little home maintenance.  You know, the little things that no one else does or even think about:  The toilet paper holder was empty and needed to be reloaded (toilet paper roll was on the counter), the liquid soap dispenser was almost out of soap and needed to be refilled and the Q-tip container in the bathroom was down to the last cotton swab.  I thought to myself, “Am I the only one who notices these things?  What would they do without me?”  Well one thing is for sure, they would have poor hygiene and these things would be less convenient.

So how does this relate to the business world?  It made me think of workplaces where so many employees do simple things everyday and we take it for granted that it will be done.  We don’t think it’s a big deal because it’s a convenience and not a necessity.  For example, the person who always puts on a fresh pot of coffee, the person who always pushes in the desk chairs of others, the person who picks up the piece of litter on the walkway in front of the office.  These little things can make a difference and without them you would be subject to the wrath of the coffee addict, the office will look unkempt and the outside would be dirty and unwelcoming.  It is the actions of someone thinking and participating in the greater-good of the workplace community.  It is paying attention to details and thinking of the impact to others.

Now, go one step further with me and let’s tie this to business operations.  I thought of some of the past teammates that I worked with and the little things they did that made a difference.  For instance, I worked with a customer service rep that made it a point to at least touch base with a customer within an hour to let a customer know she was working on their issue.  I knew a project manager that always volunteered to take on the unexpected “extra” work to meet the customer expectations for the better of the team (and yes he had family commitments like others).  I knew a receptionist that called me regularly to ask if I needed any help because she had capacity to do more and she didn’t even report to me.  None of these things were in their job descriptions, it was just thoughtfulness.  These are little things that often get overlooked, but should be recognized.  When someone cares enough to do these things, you should care enough to say “Thanks!”  The heroes are obvious; the employee who gets the big sale, solves a major customer issue, or steps in when there is a crisis.  But the person who is an everyday hero as a result of reliably, consistency and thoughtfulness can often be overlooked.  I know we would all agree they provide value to workplace and/or to the customer experience.

Recognition can take on many forms including big bonus checks, lavish gifts and luxury vacations.  However in tough economic times, some of these may have been cut back or simply don’t make sense.  Remember the power of a simple thank you.  Appreciation is more than a gift, it is an expression of sincere thanks and the words alone can be enough to motivate and create loyalty.  I have been a part of several organizations where employees just wanted the senior leadership team to acknowledge the work they did and that was more important than a recognition gift.  Tell employees you appreciate them.

Of course your company can survive without some of these little things that people do, but perhaps it is these little things that make your workplace better than others.  Perhaps it is these little things that make your customers’ experience great versus good.

Just take a moment and think about who is filling your company’s Q-tip container without being asked.

Now, go thank them. 

What Fans & Groupies Mean to Your Organization

A few weeks ago I saw one of my favorite bands, Guster, in concert.  Guster is an alternative rock band (known for using bongos instead of drums) – I’ve seen them live three times now and own all of their cd’s.  Needless to say, I’m a fan.  But I’m not just a fan who likes to listen to their music; I’m kind of a groupie.  I’ve followed the band from the beginning and I’ve enjoyed, respected and defended every piece of music they’ve created.  They’ve evolved as artists and have gotten quite a bit of flack from ex-fans because of it, but I respect their growth and everything they’ve done has really resonated with me.

People aren’t just fans of singers and bands, though.  They’re fans of stores, facebook pages, brands, designers, companies, products, political leaders – you name it, someone has probably said, “I’m a fan of that.”  In fact, the term is used so loosely these days that it may become obsolete.  But as fandom dwindles in importance, groupies become more revered.  It’s not enough to just be a fan.  In the music world, a fan is someone who illegally downloads songs, goes to an occasional concert, and knows, from the entire discography, only a handful of songs.  These are people not truly dedicated – they have outside interests and loyalties and can sometimes jump ship if they no longer agree with the object of their fandom.

If we establish fans and groupies in so many other aspects of our lives, I started wondering if we are proactively seeking out fans and groupies in our employees.  Management and HR strive to keep their people motivated and engaged in their jobs and the company.  Do we differentiate between fans and groupies in the office?

Fans are great employees.  They meet and exceed expectations on a regular basis and are excited to be a part of the company.  Groupies are better.   As in the music-world, they go above and beyond every single day to live their passion for the company and it’s mission.  Groupies will work late and on the weekends without being asked, will enthusiastically contribute to all discussions and won’t fudge their expense reports.  Most importantly, a groupie BELIEVES and is dedicated to the overall growth and intent of the company – they drink the kool-aid (see #2).  Fans, on the other hand, will tote the “company line” and may go through periods of disenfranchisement.  This isn’t necessarily a bad thing and I think for many people there are times when they’re a groupie and other times when they’re a fan.  It’s an ebb and flow, cyclical process. But from the company’s perspective, it’s about catching their employees at varying points of the cyclical process.

Companies should cultivate their groupies into positions of leadership, encouraging them to infect colleagues with their energy and enthusiasm.  Companies should also have open channels of communication with their fans, discerning what is stopping them from being a froth-at-the-mouth, wake up at 4 am to do work every day, talk about it at a cocktail party, groupie.  For that matter, they should also have these discussions with groupies, “why are you so crazy about our company?”  These conversations can enlighten all parties into how employees can be more efficient and motivated in their day-to-day jobs and how management can build a more energetic corporate culture, more compelling products and services, and a stronger long-term growth strategy.

So, who are your fans?  Who are your groupies?

What Not To Wear

Do you ever wonder what you should wear to work?  It is not an easy task in today’s business world.  The days of requiring men to wear suits/ties and women in skirts suits with hosiery are gone; and I expect for good.  That shouldn’t mean anything goes or that it doesn’t matter what people wear at work.  It does.  What employees wear is a direct reflection of them and it is their responsibility to look respectable.  Likewise, when an employer dictates what employees must wear (or not wear), it is a reflection of the company culture.

Casual dress at offices is now widely accepted.  It certainly seems silly for employers to impose unnecessary dress code requirements.  I ran across this post on KNOWHR and the associated comments (warning some of them are not censored).  I agree with pressing HR and management regarding unnecessary dress code requirements but I couldn’t forget the days at a former employer when we started casual Fridays (jeans).  As in every other organization I have been in, some employees pushed the limits or just ignored the dress code all together.  Some employees started wearing inappropriate clothing such as graphic tees, flip-flops and tank tops.  The environment was a customer support office so there was no excuse of getting dirty or working in extreme heat.

Some may ask “Who cares?”  I DO!  It is not professional to wear flip-flops, tank tops, tee shirts and short shorts to work.  I do not want to look at or smell your ugly, stinky feet, or read some silly joke or adult innuendo on your tee shirt and most certainly I don’t want to see any part of your butt, shoulders, breasts or stomach.

I logically understand the IT guy who is saying “Why does it matter if I wear sandals, shorts and tee shirts to work when all I do is programming?”  But the reality is that he is part of a larger community of professionals and some basic dress standards are helpful.  I did say PROFESSIONALS and while I don’t think a tie should be required, being a beach bum or a slob is not appropriate for any office environment.

So I say “YES!” to a dress code.  As an employer you will have defined your expectations and that is always good.  However, I caution you to be reasonable, focus on what is necessary to perform jobs and what is considered as main-stream decent and appropriate in the workplace.

There Is Only One REAL Customer

This past Thursday I had coffee with a longtime senior HR executive who has been working as an independent consultant for the last seven years. A former colleague who thought it would be valuable for us to meet introduced me to him. During our conversation, he was sharing a story about directing one of his teams and he was imploring them to be focused on serving the needs of their “internal clients” (the company’s employees).

This characterization of HR’s mission (and you hear it from IT people as well) always makes me cringe.

For any company there should be one client, one customer and those are the people and businesses that purchase and use your products and services.  To follow any mantra that is internally focused is taking your eye off the ball, which is ultimately serving the REAL customer or prospect.

Many HR folks will claim that they can’t impact the relationship with the real customer.  As an example, what do my compensation and benefit programs have to do with satisfying the person buying our products? Directly, there is likely to be little impact. But from a different perspective, the quality of these programs to attract top-notch talent, motivate them and reward them will have real consequences for a customer’s interaction with your company. A collective employee mindset that keeps the end user in focus no matter the distance from the direct engagement will undoubtedly benefit the business.

Many HR (and IT) groups will actually take it a step further and survey their “internal clients” to assess how they are serving them. Does it really matter if HR gets good grades from the other employees but the company’s sales are down and it’s losing market share? How about reconstructing the survey in a creative way to determine the effects of these functions for the real customer? If you are doing this, let me know. If you’re one who is working on behalf of internal customers and think I don’t get it, let me know that too.

From Mad Men to Today: Playing the Corporate Gender Role Game

HRI’s CEO, Shaun Emerson, recently published his first post as a guest blogger over on Women of HR.  His post revolves around W.C. Fields’ famous words, “it aint what they call you, it’s what you answer to.” Professional women, whether it is conscious or not, often “answer” to stereotypes and standards that, despite the great accomplishments in our history, still exist.  It’s important to acknowledge and appreciate what our female predecessors have overcome throughout their careers.  In doing this we pave the way for our own and future generations’ success.

With Mad Men returning to the airwaves for another season, I’ve been thinking a lot about the role of women in yesterday’s and today’s working world.  Mad Men is the quintessential example, and primary exposure we have today, to yesterday’s working world.  We casually gloss over the exclusion of women from positions of power and instead focus on the glamorous and fashionable lifestyle of the era.  Jackie-O sunglasses, 2-martini-lunches, and high-waisted pencil skirts may be sexy but sexual harassment at work definitely isn’t.  Just ask HR.

It might not be that Mad Men fans actively perpetuate, or believe in, gender based stereotypes but it seems that the show and commentary brings into glaring relief the work we still have left to do.  We may not be subjected to sexist jokes in the office, but what attitudes still linger?  As Shaun points out, women may feel compelled to clean up the conference room after meetings while their male colleagues do not.

Over at Venture Beat, Steve Blank provides eleven pieces of advice, gleaned from his own career, he’s given his daughters as they enter college and the professional work force.  His points, in summary are that for most companies, the “rules” are set by men and as women it’s our responsibility to learn these rules to be successful and climb the corporate ladder.  He further articulates:

Some find the idea of gender differences uncomfortable. Having fought to have men and women be treated equally, discovering that there may be gender specific hard-wiring for behavior sets up cognitive dissonance. Some simply won’t accept that there are workplace gender differences.

Essentially, gender differences exist in the workplace.  And this may not be all that bad.  It is, according to Blank, a reality that needs to be accounted for as we operate in our professional lives.  I tend to agree.  Sure, the Mad Men made the rules in the 1950’s, restricting many women from rising past the rank of receptionist, and their sons, according to Blank, may still be making the rules today.  It’s not so important who makes the rules but how we, as women, respond and adapt to these rules.  In any professional situation, for both men and women, there is a “game” that needs to be played.  If we disagree with the rules of the game, then we need to change them or find a new game.

I don’t really consider myself a feminist.  I do, however, think too few women realize and respect how far we have come in so little time.  To put it in perspective, women won the right to vote less than a century ago and it was only 50 years ago that shows like Mad Men (and Leave it to Beaver) were a reality.  Today we don’t just vote, we hold political office; and we don’t just make coffee in the office, we own and run successful companies.  Acknowledging the great strides we have made in living history is the first step to overcoming the obstacles we still face.

Think about your own office and what “game” is being played and what reality exists.  Do Mad Men run your office?  Are your female employees aware of the rules of the game and afforded equal opportunities?  Even more broadly, are you looking at all of your team members equally?  Thinking about your team outside of gender (and age, and racial, and any other) stereotypes is the first step to overcoming any professional barriers that are left to break through.

Maybe I am a feminist after all?

DON’T CREATE DOUBT

I received a call this past week from a former colleague.  She is in the HR profession and she told me her boss had left the company and she wanted to be considered for the position.  We reviewed the responsibilities of the position and I whole-heartedly agreed that she was qualified and would be a great fit for the position.  What intrigued me was that this very skilled and confident HR professional needed affirmation that she was good enough.

As our conversation continued, I learned a new GM had joined the company a few months ago and he would be responsible for hiring the HR Manager to support his organization.  He had specifically told her that he wanted to consider external candidates in addition to any internal candidates.  Of course, this immediately made her doubt her qualifications, skills and experience.  Interestingly, I had to remind her of all the great work she had done when we worked together and the positive impact she had on the business.  How quickly she forgot in the wake of doubt!

The reason I am writing this, is because I can’t help but wonder if the GM realizes the impact he had on her?  Imagine if he had approached her differently or even if he had explained why he wanted to consider external candidates.  Perhaps she would not have started to doubt herself and would have understood the business reasons.  The good news is that she quickly got herself back on track by utilizing her professional support group.  But what about those people who are not outgoing enough to reach out for perspective or those that may not have a support group?  They could be a great fit for the job too but missed out on some extra encouragement.

This really made me think about how influential senior executives can be even in the simplest of interactions.  It made me remember that senior executives can be intimidating just because of the position they hold and not even their actions.

This is just something for business leaders to think about as they communicate with employees.  Don’t “over-egoize” yourself remember employees will read into everything you are saying; be thoughtful about what you say and how you say it.  I don’t have any articles to quote, just my recent experience offering a dose of encouragement to a confident, skilled and outstanding HR professional.

Ounce of HR prevention worth pound of legal cure

A quote known to all of us, “an ounce of prevention is worth a pound of cure,” manifests itself daily in routine parts of our lives.  In business, there are clearly times when practicing this “rule” can have enormous impacts on eliminating costs.

This is certainly true in the area of managing HR practices.

Good Human Resource practices simply prevent problems with employees and avoid other costs.  How often could better safety awareness procedures in the plant have prevented an accident or proper firing process eliminated a wrongful termination suit or better hiring practices prevented a hiring mistake or …?

Finding ways to manage HR inexpensively, but effectively, will control costs and create a better work environment.  Not following the changing compliance rules and regulations in HR can also cause issues.  The ounce of cure resolving HR issues often results in unnecessary legal costs.  The current national average for an hour of legal counsel is $284.  And legal costs are on the rise.  71% of US law firms increased rates in the poor economy of 2008 with some reaching $1,200 per hour.

How can better prevention practices in HR eliminate these costs, especially in small to medium size businesses where having an HR practitioner on staff can be a luxury or a single person in charge of the function can’t keep up with changing regulations?  There are means to satisfy this need, and inexpensively.  Check out www.hrinsights.com where for an annual membership fee of $485, a business can have access to up to date forms and an ability to check on best HR practices real time with expert advisors.  Potential legal fees saved are worth the cost of prevention.

More often attributable to Benjamin Franklin, the famous quote is traced back to the early 13th Century.  Henry de Bracton was a famous English jurist and author of De Legibus et Consuetudinibus Angliae (On the Laws and Customs of England).  His influences on law are considerable.

Netflix Nixes its Vacay Policy: Read Between the Lines…

Earlier this week, I read a truly fascinating article about the corporate culture over at Netflix, specifically their unconventional vacation policy.  Being a hyper-successful company easily outstripping it’s competition, I was intrigued by the details.  Netflix has completely eliminated their vacation policy:

Salaried employees can take as much time off as they’d like, whenever they want to take it. Nobody – not employees themselves, not managers – tracks vacation days.

My first skim of the article had me disbelieving that any such policy (or lack thereof) could result in anything less than chaos and a routinely empty office – especially on the days surrounding every minor holiday and 4-day weekend.  My second, more thorough, read had me officially convinced of their reasoning.

Bringing Work to the BeachBased on my own professional experiences, I think the vacation policy Netflix follows, while exceptionally bold, is also relatively  sensible considering how individuals work in a modern world.  Managers at any and all levels should be most interested in work being accomplished efficiently, creatively and on-deadline and less interested in where specifically that work gets done.  As I sit here on my couch at 10:53 pm, I am acutely aware of working outside the confines of the office.  The freedom to work whenever and wherever gives an employee a higher level of responsibility and more opportunity to prove his or her dedication to and passion for the company.  Contrary to popular belief, it actually sets a higher standard for employee performance.  Working only nine-to-five is a practice that is becoming more obsolete and can (sometimes) indicate a disengaged employee.  Without overtime pay for salaried employees and with the advent of telecommuting, employers can proactively seek out individuals who can be held accountable for deliverables, regardless of time and place.

One of the primary principles I learned in college is that communication technology, from the telegraph to the iPhone, reconstructs time and space for society.  People easily connect across continents and the final barrier to communication really exists only in time zones (and this may be deconstructed as time travel becomes possible).  It’s imperative that employers adjust workplace norms to reflect this high-degree of flexibility.  As Netflix aptly points out,

We should focus on what people get done, not how many hours or days worked. Just as we don’t have a nine to five day policy, we don’t need a vacation policy.

I encourage you to re-evaluate your own policies to determine if they match with where your employees fit along the spectrum.  Not every company can adopt such a liberal policy, nor should they.  Each company and employee is unique for a reason.  But maybe it’s time to address your employees needs and provide them with the freedom to choose their own responsibility.  At the end of the day, you may find more engaged and productive employees, leading to more innovation and more growth within your organization.

Focal or Anniversary Review Date – Does It Matter?

As we approach the fall of the year, it is a good time to assess how your organization is performing and to review how you administer your employee performance evaluation process.

If you are like most companies you either do performance reviews on the anniversary of an employee’s last review or on a common date for all employees (typically called the common review date or focal review date).

Most companies are moving toward a common review date.  The literature indicates that over 80% of companies have moved away from the anniversary system.  There are pros and cons and the transition can be tedious but the advantages of a common review date outweigh the costs in my opinion.

A common review date allows for simple, more focused management of the process.  Business related performance periods rather than arbitrary anniversary based intervals are achieved and employee expectations are better managed.  Additionally, a focal review date gives an organization a sense of measurement and accomplishment with regard to specific objectives.  Management can evaluate success during a specific time period and communicate common time-based objectives for all employees, thus leading to shared objectives for the entire organization.

I ran into a good summary of the pros and cons as well as conversion methodology.   In addition to this information, HRInsights can help you customize the transition plan that best fits your culture.

Whichever you choose, make sure you are diligent, thoughtful and timely.