One of my first potential clients several years ago mentioned that she and her husband were considering hiring an employee and might need me. I had a hard time getting in touch with them for a month. When I finally had a chance to speak with her, she let me know they had already hired someone and fired them. “I’m never hiring anyone again,” she informed me.
As I dug deeper, I discovered a few key elements that she missed in the hiring and training process. She told me that this employee had mishandled invoicing and collecting payment (in a rather suspicious nature), was chronically late for service calls and didn’t follow through well with clean-up and other key follow-through items.
I know I beat this drum often. Without a doubt, it boiled down to systems and the system to train a new employee to follow the systems.
- The business owner had not verified the quality of the employee’s work. The work they were performing was very technical. Because the employee had several years of experience in the field, the owner had assumed the employee would do well. A ride-along in the interview process and an expectation for the new employee to shadow in the beginning would have saved them time and money.
- They did not develop a clear system that created double-checks and accountability in how invoicing and payments were to be handled. They expected the employee to get them the payments “when he could” since he would sometimes be on a service call until late into the evening. There were too many opportunities to lose payments or simply “borrow” some of it for a beer on his way home.
- The owner had not developed any level of clear “service standard.” When an employee has not been given clear expectations and no process to be held accountable to them, they create their own standards.
In order to create an incredible experience for your customers, consistency in your systems coupled with a system for training and a system of accountability will create an incredible operation and value for your customers. Ultimately this creates value for you when its time to leverage and sell your business.