Callahan's Corner: Does Your Business Foster Employee Advancement..... (Your Road Block To Hiring)

Callahan's Corner: Does Your Business Foster Employee Advancement..... (Your Road Block To Hiring)

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welcome back to callahan's corner where you asked the questions we had some live right here on facebook so had a pre-submitted question well actually several questions i got to kind of combine here on today's facebook live but um gentlemen and actually a lady based uh two different questions lawn care and home cleaning companies but um the hurdle or the growth hurdle the struggle they're having is hiring someone for their administrative staff to run their office and believe it or not they're actually both using two different software's uh industry kind of specific to lawn care and home cleaning but the general question itself really lends itself to um the same answer and i guess my question to you before i dive into this is when you're going out to hire an office staff or maybe you haven't hired an office staff yet or even a virtual assistant is there a process in place for success so as we go to hire our first admin or replace an admin or build administrative staff in our office or even a virtual assistant i'm going to kind of challenge you because i think this to an extent is very applicable to a virtual assistant um i don't recommend a call center but a virtual assistant such as pink callers um are probably go through some of these same steps with you as well so on the simple girl team we've just added an additional administrator on our team and i kind of want to walk through the process of our onboarding indoctrination and if you're going to grow and scale a team i'm assuming you're going to be hiring for a cultural fit work ethic and hopefully a general skill set of being able to use a crm a customer relationship management software so there's certain things that i see in in the early years for sure in my business we did the same thing but the question i'm going to propose to you is are you limiting yourself to a very subset of mediocre admin that aren't going to progress in your business so even if you're hiring your first administrative person is it being foreseen as a glass ceiling so it's simple growth we've been growing by 100 plus every year in my lawn care company uh we saw several years at 100 growth plus um at least 50 to 60 percent pretty much year after year but are you posting a job offering and then once they get the job are you giving the perception of limited growth and i'm going to say most people including myself in the early years basically said hey this is an administrative position and that's pretty much what it is but don't you want to foster growth don't you want someone who wants to going to continue to grow and build their skill set and eventually replace or train their replacement so that's what i'm talking about today how do we take this question to submit it and mike how do we go out and scale this administrative team um and i think one of the biggest mistakes in my early years was i basically posted as an administrative job with no job advancement really if you're growing and scaling your business that's the farthest from the truth um it's simple growth am i lawn care company people were training their replacements six to 12 months later so we wanted to have somebody that was willing to go to continue advance their job and replace their or basically train their replacement so i'm going to dive in in normal fashion and open up a screen share and talk about new hiring onboarding for your administrative staff and this is going to give you some really good insight of how we did this in my businesses and how other people can do it in their business so without any further delay i'm going to pop this open here and show you what i've got cooking here but if you are live want to say what's up to uh herod williams 100 brother uh love you watching and uh appreciate your comments and questions as well um but everybody has any comments or questions along this man let's just you know put them out here we're here to answer these questions i'm not sitting on a pedestal i've made most of these mistakes um and sometimes i was lucky enough to get these right but uh dylan chad on the simple road team we've scaled multi-million dollar companies so we can give you the insight of what we've done in our businesses um and what worked and what didn't work but if we're hiring administrative staff this is literally out of the simple growth playbook um that jill's on our team is going through literally starting today so this is this is it um now we've left some of the secret sauce out but this is pretty much it so literally right out of the bat we have some automated emails and communications to tie this all together in an automated fashion but i'm kind of chunking this all together as you can see it in one place but hey welcome to simple growth wanted to share our core values and our mission statement please familiarize yourself with these as they are guiding principles simple growth helps service business owners improve their lives and their communities by leveraging automation to more effectively communicate with create value for and serve their clients so right out the gate the first indoctrination out of the gate our new hire knows what we stand for a callahan's lawn care we were talking about um we give you the lifestyle you desire so this was customer facing and employee facing so we provided a worry-free landscape so if someone wanted to go see their kids soccer baseball game or football game they had the peace of mind that their lawn care and their landscape maintenance being taken care of while they went and did things they wanted to do and on the flip side of that we created a lifestyle our employees desired based on a piece rate pay system so if they wanted to be out by three o'clock they hustled they got the work done with the quality constraint they got paid for the budget hours if their goal was to continue to escalate their pay and get more budget hours they could do that long as they did it in a quality constraint so the idea is we want to set in what is our mission vision values right off the bat and as you kind of see as i scroll through here we're talking about accountability service integrity passion quality respect and communication these are the things that my business right now simple growth stand for and we want to indoctrinate this new hire to our values our mission vision values and when we're doing this we are going to hire train and yes fire to our core values so that if there's not an alignment it's not an emotional thing and it it does let's face it it sucks letting people go but if they're not in alignment with your vision mission and values um we're doing a disservice to that individual so we need to let them go and let them go align to another company that aligns to a better values fit so we're taking the emotion out we're making sure that we're doing do right by our hire or new hire if they're not a good fit to our values and mission vision values we're going to hire train and fire to the values and the mission vision values next thing so right out of the simple growth playbook do you have video training so what we've done at simple growth and my lawn care company is we've created video training for the office and the field staff so in the lawn care company we showed you how to use a weed whacker how to use each type of mower how to trim shrubs how to install mulch all the processes the standard operation operating procedures were documented per video with testing office and field so the question particularly was submitted by two different individuals lawn care and home cleaning how do we take care of this office individual and not send any glass ceilings and create this ability for them to expand in and develop so i'm going to recommend you create some video training and i'm going to actually lift the hood here and show you what we've done inside simple growth if you're wondering but these are the areas that we're dialing into this is going to be the same thing for any service business watching so our phone system is ring central it's voip voice over internet provider so we're going to break down a video how to use the phone system the crm that we use for scheduling billing and automations right now in uh the business is gonna be service autopilot so service autopilot workflow training office systems product offerings we're gonna dial into every service we offer what's included what's not included and train that individual slack that is our internal communication how do we communicate via the team office and in the field slack that's going to be our internal communication so we've got videos built out how to use slack how not to use slack and what should be included on slack and what technically shouldn't be included on slack office systems many chats that's our facebook messenger and our automated bots what is it how do you interact with it what is the standard process to interact with our customers or potential customers in the manychat bot that's gonna be on social media website and uh sms text messaging go to meeting now with covid how do we interact remotely so we're gonna go in and break down how to use go to meeting what the links are and particularly where do we go on a monday wednesday friday for all team meetings and then monday at 9 00 and 9 30 for the office and financial training and sales team this will be all broken down monday that's our project management software probably not as applicable to a service business but in simple growth monday is great because that's how we track our project management uh if you're in the service industry which you probably are watching this that's all done inside service autopilot for the lawn care business office systems g suite so that's going to be our company email our google sheets google docs and our google calendar how do you operate that what are the rules of engagement and who at what level is responsible to share out their calendar so this is all broken down in the office systems g suite training office systems youtube so we're going in whether it's simple growth or the lawn care company we went out and we did the facebook lives and somebody in the office is responsible to take those videos from facebook get them over to youtube get a transcript and then eventually put them over to the website for seo that is all dialed down in the office systems under youtube so now we've created a process and whenever you hire this admin myself as a business owner isn't tied to 20 30 hours worth of training it's automated with a person that has been already trained at it that's going to retrain it that they're replacing service autopilot sales process training once again we talked about the workflow training and then we're particular to the sales flow training because that admin is going to be measuring all the services online that they can and basically selling over the phone so we've got particular workflow training that's applicable to the office and we have additional sales process training tied in at the end so you get the idea what we've done now is right off the bat we've indoctrinated them we've welcomed them we've gone over our core core values mission vision values we have gone in now and highlighted our video training and before i get into the reading section i'm going to hop over and give you a preview of what we've done in the back end we did the same exact thing in the lawn care company office and field so these are things that we built into the simple growth learning hub that we built but these are all different um trainings that were highlighted on that document i was showing you so if i go in and take a quick look at these bundles because i've bundled a whole bunch of courses together but if i go into the courses um i'm going to dive into some workflow training so you can actually see what this looks like here and you can minute to this all right so here is our internal training system uh there's a message from myself here and i'm going in and welcoming the new employee in uh complete with probably crazy covet here but that that's that's when we made it last year and updated it and then we are going in and how to use the course before we begin and then we've got all the different items here that we need so i'm going to go in and actually show you what we do for the service autopilot training because i think that would probably be the most applicable if you're watching this so if you're a client of simple growth um for an essay set up or deep dive this is over a thousand dollar value we just give you um but this is what my internal team uses and it's got testing so we've got the welcome how to use the course and the overview of service autopilot workflow so we actually take the new trainer in my office or your office from lead acquisition all the way through building and fulfillment it's a step-by-step overview and then what we do is literally break it down by lead source tracking referral tracking commercial versus residential billing details gear icon lead acquisition via the website and then we actually have a quiz in here um and we actually run them through six questions that they have to get right to move on to the next part we can track all this so if we go in um and i'm going to preview this as an enrolled student you're going to kind of see what this actually looks like in my office so we don't just talk about the stuff like we actually do this um so this is the the welcome video as we go in here we can track the completion so that one through six i showed you is all right here and you can see that one to three minute videos they're very digestible and then we go in and take a quiz is it true or false and if you don't get it right it actually tells you why you got it wrong and what what you need to know so we're not having to go back through and guess we want to actually have a foundational understanding of the software and the workflow inside our office from literally beginning to end we're building that foundational thing so don't take your admin and rush them into scheduling and billing because that's probably in most people's opinion mine too in the beginning that was the most important but really if we take an extra day and build them up they're going to be there significantly longer in organization because we built a foundational understanding so we've gone through that that video training and we are going through six modules and it's it's set it and forget it we built this and now you can drive your new administrative staff through this and we have the same thing for the field staff so what we've got now is we've got our we've introduced it into several emails and videos our values mission vision values we've gone in and done the video training um in this example it's the office now we're going to get in some reading so review the website and all the service offerings so what's on the website what does it mean what are the services you've gone through the video training you understand what that says is there any discrepancies do you see something that doesn't make sense let's talk about it and we're going to go through live and video as well so we're going to work with them remotely we're a person need an e we're going to review review the website what are the service offerings does that match to the video training you have do you have any questions let's get you on point uh reading emyth michael gerber marcus sheridan they ask you answer in traction gino wickman these are going to be the three to four books that we're going to be recommending that they read between zero and six months on their indoctrination almost like a book club so we're going to continue to evolve and teach and push that mindset we want them to evolve this is not a static position if you're coming on my team i want you to evolve and be ready to train your replacement i want you to exponentially drive your income and if you're not looking to grow and expand yourself and provide our customers the best service then you're not a good fit and you're definitely not going to be the right seat on the on the bus that we're driving because we're driving right up so these are the kind of things you want to think about as you're building this onboarding process and potentially scaling your business for extra people so 2021 office workflow training now if you've done consulting myself the simple road team one to one or one to many these are some of the things we actually talk about what is that daily cadence that's that weekly cadence look like so we're gonna break down what are the daily tasks your office should be doing on a daily basis and then every monday tuesday wednesday thursday friday we're gonna break that down so i'm to give you a little preview of kind of what we do in my business and other businesses we work with so daily tests want to answer the phone and create tickets or tasks and follow up on our email we're going to check our voicemail return calls check email and return check the tests and infusionsoft or service autopilot and where are they uh infusionsoft in the upper right hand corner under service autopilot they're under crm tickets in my business we use zendesk or in service autopilot when we use that in in the lawn care business we use tickets or to do's but assign the tickets or to use for all help issues review and finish your zendesk tickets or tickets several times a day and comment on the tickets that you touch so they're not completed unless you've commented update the monday boards as a new cell comes in update the money boards and statuses change after calls occur etc so the idea is no matter the software what do we do when these things happen and where do we document the end of the day submit your end of day report summary and your big three so your big three derives from your b hag your big hairy audacious goal so that's our 10 to 15 year goal those are gonna be broken down in the yearly goals they're going to be broken down in the quarterly goals or quarterly smarts and then we drive them down to daily big three so what are the three things that each role is responsible for that they're going to report out the drive to those quarterly goals and then the yearly goals and eventually the b hag so we're creating a um a cadence of reporting out everything you're doing every day and yes after i make this video i will be finishing my big three because part of my big three is five times a week i should be putting out a video to help other service business owners grow and scale their business that's part of my big three to grow simple gross um basically goal of abundance our goal of a like mindset of abundance we're going out and just giving people what they need to build these businesses from our learning so big three and then monday we circle back for the previous week and we have a virtual standing meeting or in-person standing meeting each person talks about three to five minutes and they they report out on the last five days from last week did they hit their goals and accomplish their big three so we're driving those strategic objectives that grow and scale that business now an example here and i'm not going to go through every day of the week but i'm going to give you at least a quick glance at monday what it looks like in my business right now it's simple grow so daily tests 9 a.m sales call and work to be done so there's a core group of the sales people and some of my um implementation team that we get together and what what are the sales we're looking for what are our goals what do we have in the pipeline and what's the work to be done to make sure everything's not being missed same exact thing in the lawn care company where were we last week daily first budgeted any compliments any complaints what are we looking like for labor all these things have been compiled into big three in each person and each part is um reporting out now if you're a business owner and you're running the office in the field everything else you're not necessarily in the field but you're running the business you should have your own daily big three that you're counting to yourself like you need to have some kind of cadence and put it into a google sheet and hold yourself accountable good news is eventually here probably next few weeks simple growth is going to have some kind of accountability for you business owners that don't have an office staff um or if you have an office staff and you still need to be held accountable we're going to be there for you so we've got our daily tasks we got our 9 am sales call 9 30 i roll right into my financial office so i know what am i fine how much people owe us how many people owe us money how past due are they 1 to 30 31 to 60 61 to 90 or past 90. do people need to be paused we need to hold their services until they pay us and somebody paid me to get their service back on the schedule all those things are hashed out so we have a a weekly cadence where both kind of divisions or sections of the business talk to each other so we don't miss anything we have the link that's what the link to this meeting the link to to that financial meeting 11 a.m every monday wednesday friday i have a team call for all the key stakeholders in the business we get on there and we talk for 45 minutes to an hour we have the link they click on it boom they're in in addition on mondays those are those collection calls i talked about accounts receivable ar over money uh overdue money owed warning emails final emails and calls and pause services and then tuesdays we roll right into that daily test so we set a cadence um for the accountability so donnie says great can you forward me the link to sign up our new admin is starting tomorrow uh donnie drop me a pm personal message and uh i can get you hooked up with that as well um for the office training but that it's instrumental i'm telling you it is like it just goes down um rob trepindell allowed me to talk about him he beta tested this in um the young lady in his office never seen office service autopilot and within seven to ten days she was up and rolling rocking and was an expert and knew more than most people using the system six to eight months um so this is um pretty instrumental and the idea here is that we're not teaching features and functions we're teaching workflow and how the features and functions line up now service autopilot and i know donna uses service autopilot does a great job teaching features and functions but where we come in and where i think if you're building your own videos where you should come in is we need to build it in a systematic workflow that builds on top of each other we don't want to just teach little features and functions to understand how that affects the big picture and how you continue to grow with the business how you can exponentially increase your knowledge and skill set with the business so the next thing we're looking at is traditionally it's only a one-time um onboarding process where i'm going to challenge you if you're watching this video live or recorded is we should have different levels or stages so from zero to six months this is what this is so zero to six months from the onboarding we're not gonna hit them all with it all at once but we're gonna go in and get them indoctrinated get the mission vision values going in we're gonna go through the video training live and in person with testing the reading is going to be spread out over six months but we're going to start building and getting a foundation and if the individual doesn't like to read that's fine get it on audible i don't really care whether it's if they're actually reading or doing audible it's all good long as we're continuing to um build that knowledge base and let them grow like let's not put a glass ceiling on i tell you if you come in you came into the lawn care company you come into simple growth my position is available if you have the desire and the skill set and you want to educate yourself and that's exactly what happened in the lawn care company i got replaced by a gentleman that came in he ran the day-to-day operations matt harris great question i'm gonna grab that in a second uh brother if you're still there but the idea is now we're gonna read them we're gonna we're have them read or listen to audible we're gonna educate them we're gonna let them build a new mindset what's available and we're not gonna limit them the sky's the limit you want my job you're watching this i want to hire you because i'm probably not going to be in this position forever i'm going to probably set the strategic objective and continue to grow and almost be the board of executive but it's not going to be in this position because as soon as you accept the position and that's when your business goes stagnant and it's not going to continue to double and triple each year so we need need to have a mindset shift and reading is going to shift that or listing on audible we've got our workflow training what our daily tasks aren't our daily tasks the final piece of this is going to be stage one or level one two three four let's not limit it to the first six months or the first week let's continue to set a cadence of the same thing we just did but additional reading additional training how do you scale to that next position and beyond and how do you retrain your replacement so that that's the the biggest thing right now that i can give you from my learnings and the mistakes that i've made is let's not be short-sighted when bringing our office staff or our field staff let's do give them a standard progression or a setup progression that we can document that let them know hey first half a year this is what it's looking like second half a year this is what it's looking like between one and a half years and a year and a half and two years and beyond these are the things that we're going to engage to reinforce our culture mission vision and values and a progression to continue to grow and out learn our competition and outgrow the position you're in to go to the next place and raise your revenue and your self-fulfillment because let's face it folks these people aren't going to live with their stay with us forever but that's okay let's accept that but let's provide the most amount of value and the most amount of training and while they're with us for three to five years or whatever that looks like let's align with what their goals are as well um one of the biggest things dan ralph's the dream manager really love dan ralph and something he did is very interesting is um the dream manager the book was actually written uh based on a home cleaning company applies to lawn care as well but the the interesting thing about the dream manager was is that the knowledge or the perception um that your employees aren't going to stay with you a lifetime but if you can align to what their goals are where they want to be what their ambitions are you're going to keep them for three to five years whatever that looks like but they're going to be the most dedicated team members i'm not saying employees but team members because they're bought in they're living and dying like you know the blue and green is simple growth and how can we help them achieve their goals and their dreams and then eventually when they leave they leave but when they leave you know you've done them right but while they're there they're going to give you everything because you're helping them achieve their goals and hopefully you can keep those employees or team members forever but while you have them give them a progression to advance and continue to grow themselves and that's the key um and matt harris says um wants to know uh how do you deal with some of the uh issues coming up with sort uh service autopilot a lot of the glitches recently and matt honestly i'm not gonna sugarcoat we we all and simple growth honestly is not part of service autopilot uh we're an independent uh business and we help service autopilot uh users better use the system there has been a few glitches with the v3 um but i'll be honest there's not another software platform that has automation scheduling billing everything else in there that compares to that and if you're using the simple growth workflow i would say 90 of that it really is alleviated it's not an issue and the other ten percent um they're pushing the envelope they're they're out they're out adopting a lot of their competition so i i feel like that um for me at least in my business helped me scale a multi-million dollar business automate it and eventually become acquired um no platform is perfect in every one of the ones without naming all the names of them they all have their little glitches because we work on multiple service platforms so um yes i get it the spring rush it's tough um and it gets you sometimes and we use service autopilot at simple growth as well um but i would tell you that i i would hang in there because they are um committed to fixing this and we've worked with them as a certified advisor and they've talked to us of the issues that you know you may be having and our users are having and they they are working on it so um i would say hang in there and it's gonna get a little it's gonna get better a lot better um but all things considered it's still it's still really the premier uh platform that is outpacing probably just about other every other software platform out there because i as well as i'm aware no one has a native automation built inside their software um and we do work on another um such as jabber service monster zen mate and a few others where we use another automation platform keep by infusionsoft that um or infusionsoft by keep and and it's a great opera it's a great option but um you're gonna have two different platforms inside the uh the platform and sometimes sometimes there's an extra step in there a lot of this we've tied in with zapier but i would say hang tight in there matt because trust me i essays got it figured out but these are just some growing pains matt says we've been using sa for 10 years hope it's going to get better and my honest opinion matt is it's going to get better and it is getting better uh some of the incremental changes but they are pushing the technology envelope and um when i owned the lawn care company you know seven or eight years ago i probably wouldn't have understood as much but seeing the way technology goes with simple growth um i get where they're at and no one's going to be perfect but they are uh committed to it i did talk to jonathan patosnick of the lawn care millionaire uh within the last week and he's committed as well as john caldwell uh the other co-owner of sa and they're they're committed to make it and continue to make it the best product out there um so hang in there they've got it under control um and i feel like some of these little bumps with the implementation of v3 are going to be worked out so um appreciate it man um but yeah either way simple growth is here to answer this question so matt if you or any other people watching has any questions or concerns around the workflow and service autopilot i'm here to answer those questions and we found um i don't even say workarounds but we found a desired workflow to eliminate a lot of the extra clicks and things that people are concerned about uh and and we can get that dialed in for you so if you have specific questions about some of the um frustrations or concerns or questions you have we're here for you um and we did lobby about some of the things about the payment portal um over the last week or so and they did make some updates around those uh requests as well as a user request so i do feel they are um the people we're talking about are pretty responsive about it so comments or questions drop them below um matt you're not an old timer brother i'm a little bit older than you i imagine but um definitely shout out to the old timers using essay and simple growth for sure so uh callahan's corner you ask questions we answer them live on facebook quick recap if you're bringing in new office staff minimals you need is an indoctrination through an email automated probably and personal we want to go over that mission vision values want to have some video training for in the field of the office with testing reading for the first six months and then the next six months and then year-to-year and a half and a year and a half to two years office workflow through training so what are you on the hook for every day and then each particular day starting out monday what are the daily things you should be doing in addition to the daily tasks on monday tuesday wednesday thursday friday and set a game plan for stages or levels up to the first two years with quarterly reviews and annual reviews for employment and hopefully some raises so like i said we are not perfect here by any means we've made a lot of these mistakes but if you're going to scale a team that people want to work for and employment is the biggest issue trying to get people to join your team right now um we really really need to focus in on making ourselves different and a company that people want to grow and scout with this is not just not a job for you know extra money this is a career and even if they're not there forever it's a stepping stone that's going to develop them into the next person they want to be for the next position they want we don't want to just hire someone that is um looking for that paycheck and clock 40 hours and maybe get some overtime to keep a pulse so um appreciate everybody out there kell hands corner you ask questions we answer live right here on facebook we'll see you again tomorrow with your pre-submitted questions

2021-04-21 23:54

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