Finding, Training, and Keeping Great Service Employees 101 - Softcover

Ollek, CBSE Richard D.

Softcover

ISBN 10: 1438989865 ISBN 13: 9781438989860

Verlag: AuthorHouse, 2009

Inhaltsangabe

This book is a detailed "how to" book on finding the career minded GREAT employees you need to move your organization forward in a positive manner. Included in the book are samples of --A hiring process manual--An employee policy manual--Sample job descriptions Using the ideas in this book may just save you a lot of blood, sweat, and tears. No theory here, just proven ideas that have WORKED.

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Über die Autorin bzw. den Autor

Richard (Dick) Ollek entered the building service industry right out of college in 1963 when he accepted the position of financial manager for a Sanitary Supply and Builidng Service Contracting company. In 1972 he founded his own Building Service Firm and served as CEO until selling it in 2005. Beginning in 1994 he also started providing consulting services along with training and educational workshops to contractors, manufacturers, and distributors throughout the United States. After selling his company in 2005, he founded Consultants In Cleaning, LLC where he now serves as Senior Consultant offering marketing assistance as well as training and educational workshops. In 2007 he also became an associate of Tripod Learning Associates, an organization offering products, such as interactive CD's/videos and services dedicated to maximizing the value of an organization. His weekly podcasts can be heard at www.tripodcast.com. Dick is a Certified Building Service Executive (CBSE) and has served as President of the Building Service Contractors Association International (BSCAI). Year after year, Dick continues to be one of the most highly rated speakers at various industry conventions, workshops, and seminars. He is in high demand by individual companies where he conducts one and two day workshops that continue to earn him return engagements. In addition to this book, he has also published the highly successful book "Selling Contract Cleaning Services 101". He also continues to have numerous interviews and articles published in various industry publications. He can be reached through his web sites at www.consultantsincleaning.com or www.tripodcast.com.

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FINDING, TRAINING, AND KEEPING GREAT SERVICE EMPLOYEES 101

By Richard D. Ollek

AuthorHouse

Copyright © 2009 Richard D. Ollek, CBSE
All right reserved.
ISBN: 978-1-4389-8986-0

Contents

DEDICATED TO.......................................................vACKNOWLEDGMENTS....................................................ixDISCLAIMER.........................................................xiINTRODUCTION.......................................................xiiiPART 1CHAPTER 1 IT'S A JUNGLE OUT THERE!...............................1CHAPTER 2 NEWSPAPER ADS..........................................7CHAPTER 3 CAREER FAIRS...........................................13CHAPTER 4 RECRUITING NEIGHBORHOODS...............................23CHAPTER 5 ON LINE RECRUITING.....................................31CHAPTER 6 MANAGING THE RECRUITING PROCESS........................33CHAPTER 7 AND YOUR FACILITES LOOK LIKE?..........................37CHAPTER 8 TIME FOR THE INTERVIEW.................................41CHAPTER 9 A PLAN OF ACTION.......................................49PART 2CHAPTER 10 THE FIRST STEP.........................................55CHAPTER 11 THE ORIENTATION PROCESS................................63CHAPTER 12 THE IMPORTANCE OF TRAINING.............................151CHAPTER 13 SO HOW DO WE TRAIN?....................................161CHAPTER 14 EFFECTIVE LEARNING AND REMEMBERING.....................169CHAPTER 15 OTHER KEEPING IDEAS THAT WORK..........................177CHAPTER 16 YOUR PLAN OF ACTION....................................181CHAPTER 17 SAMPLE JOB DESCRIPTIONS................................189

Chapter One

IT'S A JUNGLE OUT THERE!

At the time of the writing of this book (early 2009), the United States is officially, according to the government, in a recession. Some economists say a depression. That means we will have hundreds of people coming in our doors wanting work, right? Maybe, maybe not. Well, at least they come in wanting a paycheck.

When we talk about finding GREAT service employees who are we really competing against to improve our organization and fill the open positions?

For purposes of this book, when we discuss service employees we are identifying employees that fall in the following types of service industries:

* Fast food

* Convenience and retail store clerks

* Janitorial workers

* Hospitality service employees

As I drive around the city I see signs in fast food restaurants saying "help wanted" and the newspaper still runs ads for contract cleaning companies looking for employees.

My point is this ... No matter what the unemployment rate is or how many people say they are looking for work, it appears that those of us in service related industries are always in need of GREAT employees.

I have talked with many people that have said that when there is a recession they can get all the people they need. In my opinion, that is all the more reason to have a systematic process of finding GREAT people so that your organization is able to attract the best of all of those GREAT people that are supposedly now available. Remember, it is a jungle out there and whether there are large quantities of GREAT people available or very few, those companies with an organized, systematic method of finding and keeping GREAT employees are the ones that prosper in good times and in bad.

After spending over 40 years in the Building Service Contracting industry performing primarily janitorial and related services and in spending large amounts of time with contractors throughout the country, there is one very basic lesson I have learned-you are not competing against other companies doing your kind of service, you are competing against other companies in the service industry. Let me ask you, if the average college age student comes home saying he or she has been offered a position working in fast food or cleaning toilets, which position do you think their parents are going to suggest they take? Right.

So, if you are a Building Service Contractor you need to have a professional, systematic process of convincing people that you have great careers available. Maybe an advantage you have is steady hours rather than split shifts, etc. Those of you in other service related industries, what advantage do you provide that makes your industry an attractive, long term career?

It is easy to get complacent in an economy when unemployment numbers are running at a high level. We tend to think as employers that we are in the driver's seat but I suggest to you that the economy ALWAYS makes a comeback, sometimes just faster than other times. And when it does, those computer technicians and administrative professionals you hired to do the service work you are in will probably go back to their other careers UNLESS-you have done the things necessary to keep them excited about staying in your industry.

We want to assist you through this book to find the right people and then do the things that will keep as many of them as possible in the future.

Before we jump into some creative ways to find people, it is important that we understand some very important keys in being successful in this process.

"HIRING VS. RECRUITING"

It is common in service industries such as janitorial or food service to look at the positions as ones that will have high turnover thinking "the employee will leave anyway as soon as they find something better so why spend a lot of time in the interview and detailed training program". If that is your attitude, they will leave as soon as they can because they will sense that in the interview.

It is important for us to change the way WE view the positions we have available. I suggest to you that it is time you begin viewing the industry you are in and the positions you have as careers, not jobs. But, you may be saying, I am only hiring part time employees at a low wage and they are just looking for extra money. Let me ask you, how do you think we will ever get people to think of our industry as a career choice if we are not showing them the opportunities that exist? How you treat them now may determine if they want to eventually pursue the industry full time. How a prospective or current employee views their job will often mirror the way YOU view their job. It is important that you begin to RECRUIT employees instead of HIRING employees-the difference?

THE DEFINITION OF HIRING IS THE ATTEMPT TO FILL VACANCIES BY WHATEVER MEANS POSSIBLE. (REACTIVE)

When you are hiring people you are reacting to the immediate needs of the day. A supervisor comes to you and says, "I need someone to start tonight in the south end location beginning at 6 PM and work till midnight. They will need to know how to dump trash and run a vacuum cleaner". So what do you do?

You begin to go through that stack of applications you have over on the corner of the desk. "Okay, I'll call the first three on the top of the stack. That seems to be a good random way of picking someone. I don't remember them but I kept their application so they must be good".

And of course the first two don't answer but by golly the third one does and you offer the job to them by going through a tough screening process. "Have you ever dumped trash?" you ask. The answer comes back, "Why yes, my wife has me take it to the curb every Thursday morning". "Great, have you ever run a vacuum cleaner?" "I vacuum the carpets every Saturday morning". "Sounds perfect, can you meet your supervisor here...

Details zur Ausgabe

• Verlag: AuthorHouse
• Erscheinungsdatum: 2009
• Sprache: Englisch
• ISBN 10: 1438989865
• ISBN 13: 9781438989860
• Einband: Taschenbuch
• Anzahl der Seiten: 300
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: KreGa Onlinehandel GmbH; 4950000000000; info@krega-onlinehandel.de; ; Birkenweg 31; Brakel; 33034; Deutschland