Quality Ingredients Matter – Staff and Clients
Quality Ingredients Matter Staff and Clients
Consider the level of effort, investment and input in the field of Human Resources (HR). Within the business community we are trained, conditioned and taught to think about our staff first.
Recruitment how do we find the best staff?
Interviews (up to 4), selection panels, CVs, resumes, references, psychometric profiling (you know the Jeckyll & Hyde' tests - do they have a strange twitch?), recruitment agencies and so on.
Retain how do we keep the best staff?
Incentivise, clear job descriptions, job offers, salaries, bonuses, reviews, coaching, training, development, nurture, investment, support etc
Retrench what do we do with any staff that are not working to
their full potential?
Further coaching, support, options, intense training, create opportunities, find additional solutions etc
Remove what if they just do not cut it?
We then say good bye sack the staff, pay them off or let them go. In the UK, get this final part of the process wrong and you'll face hefty fines. A huge amount of effort is put in to avoid the final step of sacking staff.
Some of the most amazing examples I have seen in the area of fully motivated and committed staff is from the Guide Dogs for the Blind Association.
We are volunteers for the association and have had a brood bitch for a number of years now she is coming up to five years old, a beautiful black Labrador, amazingly tolerant in nature and eats anything she can get her chops on. We provide a loving home, exercise and walks and when she comes into season she goes back to the breeding centre to be mated once a year (in theory) until she is seven or eight years old.
Her first litter arrived; we had never had puppies before and were a little outside of our comfort zone. The staff from the breeding centre came to help us and were incredible. She had ten puppies and unfortunately one didn't make it. She became a little distressed and snappy with her puppies so the staff, stayed through the night holding her and reassuring her, making sure she was comfortable.
This sounds like hard work and it was. For the first two weeks of the puppies' lives there was a member of staff in a pen no bigger than a dining room table. Within that small space lived the mother, the puppies and the member of staff putting two puppies on and off 24/7. The staff slept in there with her!
Where, oh where, can we find staff that dedicated and passionate about what we do!
This story demonstrates the ultimate commitment to the job, the truly dedicated member of staff who would tattoo company logo across their forehead. How can you recruit this calibre of staff all of the time?
However when it comes to choosing customers we assume they are right for us purely because they have a pulse and are keen to buy our products and services. The other question we ask is can they pay (not all of the time)? This makes the selection criteria so simple anyone with a pulse and a cheque book will do'. Is that enough or should there be other criteria.
Do you work with customers for the right reasons? Is there a positive relationship, trust, profit and enjoyment?
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