Help An Employee Out

Good training creates better employees.  Whether it’s explaining a new policy or teaching new skills, adequately training your staff is vital to the continued success of your small business.

To be most effective, employee training should begin on the first day of work and cover everything the employee needs to know.  I repeat, training should begin on Day 1.  This includes information from accessing voicemail to evacuation procedures in case of emergency.  By creating a training program that covers all the bases, you set the stage for any efficient and productive employee.

Some areas you might want to cover in a new employee orientation include:

• Philosophy.  Employees should understand your way of doing business, particularly any processes you have in place.

• Brand.  Teach your employees what your business is all about and what you want your company to represent.

• Policies.  Dress code, office hours, vacation, sexual harassment, workplace safety, technology use and other relevant policies need to be explained.

• Operations.  Employees need to know how to use office equipment, handle complaints, and other processes pertinent to business operations.

• Expectations.  To know what to do, employees need to be told what you expect of them, particularly as to their performance.

You can’t expect your business to grow and thrive if only you understand your way of doing business.  Providing proper training, however, gives you with the perfect opportunity to lay the foundation for your business operations and employee expectations.

Avoiding Employment Discrimination Claims

Almost all employees are considered to be employed at will.  An at will employee can be fired at any time, for almost any reason, except under the following circumstances:

1.  You cannot fire someone in retaliation for the exercise of a statutory right, such as filing a workers’ compensation claim.

2.  You cannot fire someone in retaliation for the exercise of a legal duty, such as jury service or military service.

3.  You cannot fire someone on the basis of their color, sex, religion, age, ethnic background or disability.  These are called protected classes.

Employment discrimination lawsuits usually arise when employees are fired or denied employment and they contend that discrimination was the cause. To prevent employment discrimination claims, there are a few things you can do.

• Have an employee handbook that explains what is expected of employees, what at will employment means, and how the disciplinary system works.  Also explain that nondiscrimination is your policy and that discrimination claims will be investigated promptly and thoroughly.

• Document, document, document.  This includes all disciplinary actions, warnings, performance reviews, training, etc. The more documentation you have to support an employee termination based on legitimate, non-discriminatory reasons, the less likely a discrimination claim will stick.

Lawsuits are an expensive, time-consuming, exhausting, frustrating and often ineffective way to resolve disputes.  The information provided here is for educational purposes only.  If you find yourself up against an employee discrimination claim, find a lawyer to advise you regarding your specific circumstances.  We, however, can assist you with establishing and creating some preventative measures such as an employee handbook.

4 Tips to Avoid Customer Complaints

People can make or break your small business.  Offering excellent customer service can distinguish you from the competition, result in increased sales and a more loyal clientele.  Therefore, teaching employees how to treat customers right should become part of your initial and ongoing training.  It should be reinforced daily.

Below are four tips you can incorporate into your training to minimize customer complaints:

1.  Do not put phone calls ahead of on-site customers.

This is one of my particular pet peeves.  One of my preferred take-out joints has a bad habit of taking phone orders over those standing in line with money in hand.  There is nothing worse than waiting in a long line, getting to the front and having the phone ring.  Instead of taking customer orders, the employee decides the phone is more important than those waiting in line. This is a big no-no.

Actual people who visit your business in person are almost always more important than callers.  Make sure your employees know that and are taught to treat actual customers with the respect they deserve.

2. Make exceptions when appropriate.

Sometimes you have to bend policy and make an exception.  The customer will remember it and your business will benefit from it.

3. Say “Thank You.”

These two simple words can go a long way in customer satisfaction.  And, if you really want to have a loyal fan, provide your customers with special discounts or advance notice of new products and services.  Simple ways of showing thanks and appreciation can go far toward leaving your customers with a good impression of your business.

4.  Ask for feedback.

You provide feedback to your staff (if not, you should), why not receive some from your customers.  Feedback from your customers is one of the most valuable things your business can get.  After all, dissatisfied customers will typically stop patronizing your business if their problem is not solved quickly and satisfactorily.  They also spread the word to at least nine people (or even hundreds online) about their bad experience.  Talk about a buzz killer…

When you get a complaint, ask the customer how they would like to have the problem resolved, and make every effort to do so.  If they want a refund, it’s usually best to honor their request.  If an employee is involved in a dispute, trace the problem and provide the employee with training, if necessary.  But, if you are convinced that your business is not at fault, apologize, offer something to placate the customer, and explain how they can avoid similar situations in the future.

Even when following these tips, sometimes you just get an unreasonable customer.  In this scenario, you may just have to part ways and decide not do business with them.  Although it may not feel good at the time, refusing to do business with an unreasonable client may end up with unexpectedly positive results.  You may attract a higher quality customer or signal that you have standards and morals that are worth more than money.

What are some of your customer service policies?

Managing Generation Y