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Member You - Hiring Mistakes: Find and Fix Them Fast!
In a restaurant, not so far away, in the not so distant future, a telephone rings, a customer complains... and the battle begins!Handling customer complaints doesn't have to always be a battle, with the right tools and responses you can use complaints to your advantage; to help you build your business. B.L.A.S.T is a great tool that is used by companies such as Yum! (Parent company of KFC, Taco Bell, Pizza Hut, A&W, and Long John Silvers). Training their employees in the basics of handling customer complaints. The acronym stands for:Believe Listen Apologize Satisfy ThankHow does your company deal with customer complaints? The easiest way to find out is to pick up the phone and play the role of the complaining cus
15. Likes the work—is a good fit.
16. Exhibits integrity.
17. Achieves acceptable standards of organization, neatness, and cleanliness.
18. (Optional for supervisory, management, or leadership positions) Exhibits an acceptable level of management/leadership knowledge and skill.
19. Makes me look forward to having this person on my team long term. (Really trust your instincts on this one!)
Now let’s assume you’ve completed the checklist. How do you interpret the results and what should you do with them? First, accept the fact th
Congress has provided a number of tax incentives to encourage employers to provide employee education. This article discusses one of the most overlooked employer education tax incentive, Section 127 plans.Section 127 allows employers to create a program for providing employee education (up to $5,250 per year per employee), while permitting the employer a deduction and allowing the employees to exclude the amounts from their taxable income.Absent a Section 127 plan, the education tax rules can be a bit, well, confusing. Absent a Section 127 Plan (and assuming that the Section 117 scholarship provisions are not applicable), the cost for education provided by employers to employees is (generally) deductible by the employer as an "ordinary and ne
Wouldn’t it be wonderful if there were a tool you could use that would let you know for certain whether each new employee was a hiring mistake or a hiring success? Well, there is such a tool and I’m going to share it with you right now.
It’s called the Success Predictor Tool and it consists of a checklist that you will review at 45 days and 85 days of employment.
The Success Predictor Tool lists 19 of your new employee’s key behaviors and characteristics. You will rate each one as either ‘satisfactory’ or ‘unsatisfactory’. It’s important to be clear about the meaning of ‘satisfactory’ and ‘unsatisfactory’ in this context so let’s take a closer look at how we define these terms.
‘Satisfactory’ means your new employee’s behavior is good, considering the training he or she has received. Satisfactory is simply the passing grade and a pass is a pass. Whether it is a solid pass or a fantastic pass is not terribly important when using the Success Predictor Tool.
This is no time for rose-colored glasses—call each category of behavior exactly like you see it. Do NOT rationalize poor performance out of misguided kindness or because some of the other categories are exceptionally strong.
If you find yourself agonizing about how to rate a category, ask yourself this, “If the performance in this category NEVER improved, would I be happy with it?” If you wouldn’t, rate the category ‘unsatisfactory’.
By the way, if others are training or supervising the new employee, ask them to help you with the checklist. Try not to think about each behavior too long. Your first instincts are usually the most accurate when using this tool.
Here is the list of behaviors that you will rate as either satisfactory or unsatisfactory, given the training and job experiences of the new employee to date:
1. Number of times late.
2. Number of times absent.
3. Quality of work.
4. Quantity of work.
5. Response to training and ability to learn.
6. Overall level of knowledge and skill.
7. Respects authority.
8. Follows safety procedures.
9. Follows company rules, regulations, processes and procedures.
10. Cooperates with and is generally liked by coworkers.
11. Achieves (internal or external) customer service standards.
12. Exhibits a positive mental attitude.
13. Exhibits internal motivation and initiative.
14. Exhibits persistence in the face of challenges or problems.
15. Likes the work—is a good fit.
16. Exhibits integrity.
17. Achieves acceptable standards of organization, neatness, and cleanliness.
18. (Optional for supervisory, management, or leadership positions) Exhibits an acceptable level of management/leadership knowledge and skill.
19. Makes me look forward to having this person on my team long term. (Really trust your instincts on this one!)
Now let’s assume you’ve completed the checklist. How do you interpret the results and what should you do with them? First, accept the fact tha
The EA0 record is very long and takes a while to get through it all. In this installment of our series on medical billing and the EA0 record for electronic claims submission, we're going to pick up our review of this record with field number 20.EA0 field 20, positions 80 - 94, is the referring physician number. Every registered physician in the United States has a number for each state and each agency that they bill to. This field contains their number registered with the payer that the claim is being billed to.EA0 field 21, positions 95 - 109, is the referring physician UPIN number. This is where things can really get confusing. A UPIN number is a number assigned to every physician in the United States who bills Medicare. This is only us
‘Satisfactory’ means your new employee’s behavior is good, considering the training he or she has received. Satisfactory is simply the passing grade and a pass is a pass. Whether it is a solid pass or a fantastic pass is not terribly important when using the Success Predictor Tool.
This is no time for rose-colored glasses—call each category of behavior exactly like you see it. Do NOT rationalize poor performance out of misguided kindness or because some of the other categories are exceptionally strong.
If you find yourself agonizing about how to rate a category, ask yourself this, “If the performance in this category NEVER improved, would I be happy with it?” If you wouldn’t, rate the category ‘unsatisfactory’.
By the way, if others are training or supervising the new employee, ask them to help you with the checklist. Try not to think about each behavior too long. Your first instincts are usually the most accurate when using this tool.
Here is the list of behaviors that you will rate as either satisfactory or unsatisfactory, given the training and job experiences of the new employee to date:
1. Number of times late.
2. Number of times absent.
3. Quality of work.
4. Quantity of work.
5. Response to training and ability to learn.
6. Overall level of knowledge and skill.
7. Respects authority.
8. Follows safety procedures.
9. Follows company rules, regulations, processes and procedures.
10. Cooperates with and is generally liked by coworkers.
11. Achieves (internal or external) customer service standards.
12. Exhibits a positive mental attitude.
13. Exhibits internal motivation and initiative.
14. Exhibits persistence in the face of challenges or problems.
15. Likes the work—is a good fit.
16. Exhibits integrity.
17. Achieves acceptable standards of organization, neatness, and cleanliness.
18. (Optional for supervisory, management, or leadership positions) Exhibits an acceptable level of management/leadership knowledge and skill.
19. Makes me look forward to having this person on my team long term. (Really trust your instincts on this one!)
Now let’s assume you’ve completed the checklist. How do you interpret the results and what should you do with them? First, accept the fact th
Bullying has come into the spotlight this week, with a record number of complaints made about Celebrity Big Brother (UK). Whilst Jade Goody is bearing the brunt of the criticism, she was not alone in her appalling behaviour and was joined by 2 other housemates, who thought it was fair game to target another contestant.Nearly everyone is bullied at some time in their lives. Bullying doesn't stop when you leave school; it can happen to anyone at any age, and people can become bullies at any stage in life. Although it is hard to believe, bullying isn't always deliberate and bullies are not always aware of the harm they cause.What is bullying?Bullying takes on many forms, such as: leaving people out of a group; name calling; being sin
If you find yourself agonizing about how to rate a category, ask yourself this, “If the performance in this category NEVER improved, would I be happy with it?” If you wouldn’t, rate the category ‘unsatisfactory’.
By the way, if others are training or supervising the new employee, ask them to help you with the checklist. Try not to think about each behavior too long. Your first instincts are usually the most accurate when using this tool.
Here is the list of behaviors that you will rate as either satisfactory or unsatisfactory, given the training and job experiences of the new employee to date:
1. Number of times late.
2. Number of times absent.
3. Quality of work.
4. Quantity of work.
5. Response to training and ability to learn.
6. Overall level of knowledge and skill.
7. Respects authority.
8. Follows safety procedures.
9. Follows company rules, regulations, processes and procedures.
10. Cooperates with and is generally liked by coworkers.
11. Achieves (internal or external) customer service standards.
12. Exhibits a positive mental attitude.
13. Exhibits internal motivation and initiative.
14. Exhibits persistence in the face of challenges or problems.
15. Likes the work—is a good fit.
16. Exhibits integrity.
17. Achieves acceptable standards of organization, neatness, and cleanliness.
18. (Optional for supervisory, management, or leadership positions) Exhibits an acceptable level of management/leadership knowledge and skill.
19. Makes me look forward to having this person on my team long term. (Really trust your instincts on this one!)
Now let’s assume you’ve completed the checklist. How do you interpret the results and what should you do with them? First, accept the fact th
In recent years, one industry has grown as such an alarming rate that some of the companies involved in it have actually broken into the Fortune 500. That industry is recruitment. Temping industries provide people with a fantastic service because it has never been easier to explore job opportunities. Temporary jobs services are popular and so they should be when they are an integral part of the economies of the developed world.Temporary jobs services have a huge range of jobs available for individuals, so much so that it is impossible not to find a job that you are looking for when you visit one or take a look on their website. Most industries are represented, from clerical services to product manufacturing. As a result, if a temporary job service can
1. Number of times late.
2. Number of times absent.
3. Quality of work.
4. Quantity of work.
5. Response to training and ability to learn.
6. Overall level of knowledge and skill.
7. Respects authority.
8. Follows safety procedures.
9. Follows company rules, regulations, processes and procedures.
10. Cooperates with and is generally liked by coworkers.
11. Achieves (internal or external) customer service standards.
12. Exhibits a positive mental attitude.
13. Exhibits internal motivation and initiative.
14. Exhibits persistence in the face of challenges or problems.
15. Likes the work—is a good fit.
16. Exhibits integrity.
17. Achieves acceptable standards of organization, neatness, and cleanliness.
18. (Optional for supervisory, management, or leadership positions) Exhibits an acceptable level of management/leadership knowledge and skill.
19. Makes me look forward to having this person on my team long term. (Really trust your instincts on this one!)
Now let’s assume you’ve completed the checklist. How do you interpret the results and what should you do with them? First, accept the fact th
An offshore company can be used for everything from taxation reduction to asset protection, real estate holding to ‘e’ and internet business ease of operation. If you decide that there are definite benefits for you in the establishment of an offshore company the next step is to go ahead and get one set up…It’s usually a very simple affair, it can take as little as 24 hours to get a basic structure in place and in this article I will guide you through the basic set-up procedures and considerations.The very first thing you need to do is ensure an offshore company structure is what you need and that it can achieve what you want. Many companies provide information on the internet about how an offshore company works and how one can potentially ben
15. Likes the work—is a good fit.
16. Exhibits integrity.
17. Achieves acceptable standards of organization, neatness, and cleanliness.
18. (Optional for supervisory, management, or leadership positions) Exhibits an acceptable level of management/leadership knowledge and skill.
19. Makes me look forward to having this person on my team long term. (Really trust your instincts on this one!)
Now let’s assume you’ve completed the checklist. How do you interpret the results and what should you do with them? First, accept the fact that a good employee will be satisfactory in EVERY category.
Normally the ratings would NOT be discussed with an employee. This tool is for the use of management.
If one or more of the checklist behaviors is clearly ‘unsatisfactory’ at the 45-day or 85-day mark, you should terminate the employee—he or she was NOT a good hire. If you think that is too harsh, review the behaviors and select those you believe truly can be unsatisfactory in a good employee.
When my clients do this exercise they almost always say, “I see. If I truly want a great team, there are no behaviors on the list that I would be willing to tolerate as unsatisfactory over the longer term.”
The quicker you part company with a problem employee—the sooner you correct a hiring mistake—the better it will be for you, your team, your customers, and your business.
Why must the report be done at 45 days and AGAIN at 85 days? First, you want to review your hiring decision at least twice because hiring decisions are so important.
Second, sometimes it is difficult to get a clear enough picture in just 45 days. However, if you are clear that a hiring mistake was made at 45 days or even before that, by all means, terminate the employee.
Third, in most jurisdictions you can terminate an employee during their 90-day probationary period with little risk of a wrongful dismissal suit. In most jurisdictions, if you do not terminate an employee during their probationary period, the rules change dramatically on day 91 and they usually change in a way that is NOT good for employers.
Therefore, it is critical that you remember to do the 45-day and 85-day reports ON TIME or even a few days early. Write this important task in your day-timer on your new employee’s first day!
If more than a small percentage of your new employees prove to be hiring mistakes, then your process is flawed. Why use a flawed process when you know that even one hiring mistake can cost you a fortune? Obviously, the best way to deal with problem employees is to NOT hire them in the first place.
Remember, you always have the staff you deserve. If you think you deserve better, find and acquire a powerful recruiting, interviewing, hiring, and training process. It will pay you huge dividends for the rest of your business life.
Now let’s think about a hiring success—a new employee who rates satisfactory in all the basic behaviors!
At the end of the 90-day probationary period, have a celebration for your new team member! How? Wel
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