Great Culture = Business Savvy
A few months back, I was at a trade show, valiantly trying to lure people into our booth so we could share the great things we can help them do. I saw this one older gentleman, and I said, “Hi, would you be interested in knowing more about online employee scheduling and forecasting?” He hesitated. […]
A few months back, I was at a trade show, valiantly trying to lure people into our booth so we could share the great things we can help them do. I saw this one older gentleman, and I said, “Hi, would you be interested in knowing more about online employee scheduling and forecasting?” He hesitated. A-HA! A browser! He turned and said, “What, you mean a tool to do the schedule on the computer?” I replied, “Yes, absolutely, and a great deal more.”
He then said something I have since heard several times, but as this was the first time I’d heard it, it surprised the heck out of me. He said, “I pay my manager a salary and I don’t care how long it takes them or how hard it is. That’s why they’re salaried.”
Uh, wow. And…whaaa? Really?
I had a lot to say about his response, but I said something polite and let him move on. Because I’ve heard it again since then, the response I’d have liked to give has kind of been building up. Are you ready?
“So, let me see if I get this straight: You know that the schedule is a hard job, and without the proper tools, takes an enormous amount of time. You probably don’t care though, since you make them do that on off hours – time that would ordinarily be their own so they could achieve some level of work-life balance. You probably realize that there’s not much chance of them being able to accurately forecast sales and labor, but who’s counting, right? You might know how much your staff hates trying to relay requests off, how much they are annoyed by coming into the store to get their work schedule and how much they hate having to request shift trades, releases or pickups, but screw them – they’re just a bunch of dumb kids.
Dude, I’m sorry, but your attitude bites.
What I bet you don’t realize is that your culture is so antiquated, it’s decaying; and I bet no one wants to work there for long – decent salary or not. I bet you have no idea how much your culture negatively influences employee turnover rates, which, by the way, cost you and estimated 1/3-1/2 of an employee’s annual salary to replace each one. I bet you have no idea how much a surly, overworked, unappreciated manager or employee negatively impacts sales when they are on the floor serving guests. I bet you have never calculated the cost in lost sales when employee retention is low. I. Just. Bet.
For the love of all that is business savvy, give your managers and employees the tools, processes, training they need to be successful. Give them a strategic labor management methodology (hint: I know where you can get one). Not only will they win, in the end you will win IN SPADES too.”
And that’s all I have to say about that (for now, anyway).