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Debra's Blog
Every business has rules which direct the way you interact with your team and
your customers and the way you do your work. Sometimes the rules are spoken and sometimes unspoken. They need to be captured and written down so everyone knows what they do.From the Beginning
Before they start on the job (even before the initial interview), new employees need to read the mission statement, the values and the duty statements and you need to ask yourself whether the new people have the wherewithal to comply.
If they don't, please don't hire them!
Guiding Principles are about HOW you do things and you'll typically find these items in a procedures manual but someone, (you!), has to disassemble them and affix them to individuals' instruction sheets for them to be of any use.
I was at a conference of a significant retail business and I asked the attendees who many had referred to the company's manuals in the past 3 months. One new person had. No-one else had referred to the manuals in either the last 6 months or the previous 12. Four had never opened them at all The M.D. pointed out that even if those stores had been functioning at peak performance, they would make their job so much easier if they would interpret the manuals to their teams.
And by fair warning: It's no use working out your 'hows' before you work out your 'whats' and 'whys'.
Sometimes business owners call on me to 'fix' their business. They want me to train their staff or install some new behaviours to give the place a lift but I often have to say, "Sorry... you don't need me, you need an exit strategy!"
You can't prop up a business with systems when the heart has stopped. No how-to's will stick when a business has a terminal illness.
Debra Templar
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