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Greg Smith | Lead Navigator | 770-860-9464 | Chart Your Course International

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Hiring the Wrong Employee is the Mistake That Keeps On Giving | Workforce Trends Creating The Perfect Labor Storm

Hiring the Wrong Employee is the Mistake That Keeps On Giving

By admin on Apr 8, 2012 in Employee Turnover, Human resources, Recruitment, workforce trends

Hiring the wrong employee is an expensive mistake.

For example, let’s say a professional services firm recruits and hires a new customer service representative (CSR).  After 2 months, the manager realizes he made a bad decision.  The employee is terminated.

This is the example used in a recent report by McLean & Company. They placed the cost of hiring the wrong employee at about $12,000. Here’s how they derived the estimate. The analysis McLean & Company used is not very different from the multitude of other articles and forms available with a simple Google search. But it’s a good reminder about the high cost of hiring poor performers, especially since hiring trends are up and many hiring managers are unprepared.

Recruiting Costs

Advertising  (2 online job boards, 1 alumni job board)

$ 1,950

Recruiters  (20 hours spend x $25 hourly rate)

$   500

Administrator  (7 hours spend x $20 hourly rate)

$   140

Candidate travel costs (airfare, hotel, etc.)

$       0

Interviews  (interviewer’s time spent)

$   246

Background checks

$   100

Other

$   100

TOTAL

$ 3,036

Salary and Benefits

Monthly salary x # of months employed (2 months @ $3,350)

$ 6,700

Estimated benefits (35% salary)

$       0

Signing bonus

$       0

TOTAL

$ 6,700

Other Significant Costs

Training and orientation (trainer, manager & and other employees’ time spent)

$ 1,224

Training materials

$      50

Relocation costs

$        0

Set-up costs (computer, phone, etc.)

$    960

Litigation costs (if applicable)

$        0

Other

$        0

TOTAL

$ 2,234

 

 

Total Cost of a Bad Hire

Recruiting

$      3,036

+ Salary & Benefits

$      6,700

+ Other costs

$      2,234

TOTAL

$ 11,970

You should notice that these costs might just be the tip of the iceberg and rise when candidate travel costs, relocation costs, signing bonuses, litigation costs, and benefits are incurred.

Hiring the wrong employee is also the mistake that keeps on giving.

After this CSR (or any other employee) is let go, the organization has to start recruiting all over again.  The cost to replace this employee just keeps mounting even after he or she is gone. In addition to the recruiting costs ($3,000), there are a number of soft and opportunity costs that add up.

Manager’s time spent dealing with HR about the under-performing employee, discussions with the employee, and documenting his or her performance.

HR’s time spend coaching and advising the manager about performance management and legal implications of termination.

Lost productivity due to missed deadlines, unfinished projects, and missed sales.

Disjointed customer service. Customer fulfillment, engagement, and service is disrupted or less than desirable when management and HR’s energy is redirected toward poor performing employees instead of top performers and customers.

Damage to reputation. The terminated employee will almost certainly spin a different story than the one told by the employer. And word of mouth travels fast, especially if the employee is active on social network sites.

via Hiring the Wrong Employee is the Mistake That Keeps On Giving | Workforce Trends Creating The Perfect Labor Storm.

Greg Smith | Lead Navigator | 770-860-9464 | Chart Your Course International

Chartcourse.com | HighperformanceOrganization.com

Effective Leadership Needed During Times of Change

Businesses and business leaders must be one step ahead of change. Whether you run a small business or a large corporation, you need to be an agent of change.

Unfortunately, many organizations suffer from a lack of leadership. Leadership is both an art and a science. A leader gets others to achieve goals by providing purpose, direction and motivation. The ultimate goal is to lead others to a destination they would not go by themselves.

Rapid changes in technology, an uncertain economy, intense competition, strict regulatory requirements and an increasingly diverse workforce are challenges forcing organizations to adapt quickly to new circumstances. A manager tends to maintain the status quo; whereas, a leader creates and manages change. Unfortunately, many people who were successful in the past do not possess the skills and competencies needed for success today.

These varied factors require strong leadership skills—the ability to lead, not just manage. Famed management consultant and late author Peter Drucker put it bluntly by saying, “Every organization has to prepare for the abandonment of everything it does.” Only through innovation will a company survive in today’s rapidly changing environment. Change in the business world was at one time orderly and incremental. In a routine or a traditional environment, managers do well; however, change is much more dramatic today. Today’s business world demands a leader willing to facilitate change and encourage innovation within his or her company in order to be successful.

How Leaders Make Change Happen

Retired General William Livsey said, “You can assign a person to a leadership position, but no one will ever really be a leader until his appointment is ratified in the hearts and minds of his soldiers.” Leadership is earned. It is not based on titles, position or rank. The business that neglects its people and treats them solely as expendable resources stands to incur the greatest loss.

Your behavior, actions and personal involvement are critical in leading others to change and become more adaptive and innovative. This role cannot be delegated to someone else. Here are some specific actions to consider:

• Read leadership books. Talk about your interest, new awareness and commitment to new ideas to conduct your business.

• Ensure that you make yourself visible in all training courses/programs supporting this new direction. Consider becoming an instructor or teaching a class to the people in your company.

• Encourage the management team to do the same — become role models.

• Avoid sending mixed signals. Evaluate your actions and priorities to insure those actions support the new vision.

• Eliminate barriers and bureaucratic procedures that block the way of progress.

• Get personally involved with improvement projects, teams and task forces.

• Spend time with customers and suppliers, as well as with employees and staff discussing these issues. Make these sessions informal, open and friendly.

• Keep an open mind to new ideas and better ways to do business. Be willing to take a few risks just to get more people engaged and involved.

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WHO IS SPEAKING AT YOUR NEXT MEETING?

Keep us in mind if you need a speaker, trainer or facilitator for an upcoming meeting or conference. In addition to Greg, we have several highly capable individuals to provide a wide range of services. Visit our website for a list of Greg’s dynamic keynotes and workshops. Contact Cathy for additional information.

http://www.chartcourse.com/workshops.html

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Free Team Building Exercises

Here are a couple of my favorite team building activities and meeting icebreakers you can use to energize your meetings.

http://www.chartcourse.com/papertearing.html

Greg Smith | Lead Navigator | 770-860-9464 | Chart Your Course International

Chartcourse.com | HighperformanceOrganization.com

Using Assessments to Hire, Build Teams and Develop High Performing People

Complimentary webseminar:

Have you ever made a wrong hiring or promotion decision? Do you have people who have difficulty communicating with others? This webseminar explains how to integrate DISC and other online assessment tools into training, selection, communication and professional development applications. People are unique and have different temperaments and personalities. These differences have a direct impact on how we behave with each other, communicate and perform. Interviewing and resumes are becoming less reliable. Assessments provide you an unemotional evaluation of an individual’s behavior, attitudes, values and talent – qualities difficult to judge in an interview alone.

Webseminar agenda:

• Learn how to avoid a bad hiring decision which can cost 2-3 times the person’s annual salary.

• Learn the skills, processes and the knowledge you need to identify and hire top performers each and every time — those that will perform in the top 20%.

• Give feedback to people in a style they can understand and accept for improving performance and accelerating professional development.

• Reduce stress, conflict and improve communication between individuals and departments.

• Learn how to identify the emotional intelligence, strengths and abilities of individuals and know which jobs people are best suited.

• Predict an applicant’s success on the job before hiring or promoting them.

• Effectively measure and improve an individual’s leadership competencies.

Limited seating–first 100 people

Wednesday, June 6

3:00-4:00 p.m. ET

https://www2.gotomeeting.com/register/246128826

via Managing Personality Conflicts and Negative Attitudes in the Workplace.

Job Engagement: How to Improve Work Performance

Job Engagement

Employers face the complex tasks on finding ways to improve job engagement, work performance and job satisfaction.  A global economy of discriminating employees has placed demands on employers never before seen.  Employers face the challenges of maintaining productivity, job performance as well as keeping their workforce engaged and satisfied with their jobs.

Environmental pressures, increased regulations, rising costs, and the needs of the workforce have placed management in a complicated and tenuous situation.  The answer lies with creating a work environment that maintains employee job satisfaction as well as motivates people toward exceptional performance.

A  survey conducted by the Conference Board showed only 45 percent of Americans are engaged with their jobs. This is the lowest job engagement level ever recorded by the Conference Board in more than 22 years of research.

Those that fail to improve job satisfaction are at risk of losing their top talented people to the competition.  Supervisors and managers who maximize the potential, creative abilities, and talents of the entire workforce have a greater competitive advantage than those who don’t.  Employees that are engaged in their work have a higher level of job satisfaction and motivation.  Engaged and motivated workers provide the health insurance businesses desperately needed in these chaotic times.

Here are a few job engagement techniques that can boost job performance.

Team Assist Boards:  Best Buy Company, Inc. has boards, which are located in multiple areas within a department.  Peers or managers recognize the excellence of others by writing a quick message of thanks, and then post it on the board.

Tool for New Employees:  Northeastern University has many divisions, each containing several departments.  The division decided to develop a tool to assist the new employees.  It is an orientation/training manual, and the entire company helps direct them where to go, who to speak to, and what they need to begin working on.

Staff Excellence Award:  Northeastern University has developed a staff excellence awards.  These are done monthly and the winners are nominated by those in their department.  They receive a gift certificate and plaque.

Perfect Attendance Recognition:  Graybar has weekly or monthly drawings for perfect attendance.  This is for those who have had no tardiness, etc. for the previous weeks.  They give one gift certificate per week.

On the Spot Award:  NexCom uses the “On the Spot Award.”  Any supervisor who finds an employee doing the right thing gives it.  They give that employee a gift certificate, minimum $25, maximum $100.

Breakfast Burrito Reward:  Sandia National Labs has the Breakfast Burrito reward.  When a team or individual meets a certain performance goal, they get a Breakfast Burrito party.  Status towards achievement is tracked on a poster… red chilies indicate falling behind schedule, and green chilies show if they are on time, or ahead of schedule.  This is very inexpensive, but well received.  Employees love to eat!

Feed the Teams:  Smith and Nephew encourage their various departments to select a weekend to feed the mfg. teams that have to work.  They arrive at 8:00 p.m. Friday night for the second shift, 2:00 a.m. for the third shift, and at noon on Saturday for the first shift.  The teams have been very appreciative.

Executive Lunch:  Tenet HealthSystem selects an employee from each department via e-mail to join Executives (VPs) for lunch.  Approximately 10 executives and 15 employees have lunch in a conference room on the Executive floor on a monthly basis.  There is no set agenda.  Coworkers get a chance to interact with one another, and interact with executives on an informal basis.  This program has done a lot for job engagement.

Order our E-Book,  Boosting Employee Engagement: 50 Ways to Motivate and Unleash Employee Performance for $12.95

Job Engagement

Greg Smith | Lead Navigator | 770-860-9464 | Chart Your Course International

Chartcourse.com | HighperformanceOrganization.com

Great Customer Service! How to Create an Exceptional Service Team

DATE

May 3, 2012

3:00-4:00

SUMMARY

When your customer service team loses their drive, it’s detrimental to productivity, profits and personnel.  Learn how to create an excellent customer service strategy and motivate your service team to provide superior service, inspiring customers to return and spread the word.   Join us for this 60-minute webinar where you and your colleagues will discover:

  • Strategies to Boost Morale and Work Ethic Among the Front-Line Reps
  • Tips and Tricks to Increase Profitability Through Stellar Customer Service
  • How to Promote Customer Brand Loyalty: Keep Them Coming Back for More
  • Ways to Identify, Reward & Train Your Customer Service Team: Be the Best Around

PROGRAM BENEFITS

This 60-minute webinar will provide you with essential skills to create a high level of service quality at every level of your organization, to promote customer loyalty.

PROGRAM HIGHLIGHTS

Turn One-Time Customers into Life-Long Buyers: Keys to Distinguish Your Service.

  • How to establish & implement customer-focused policies to boost brand loyalty
  • Ways to create an improved, lasting relationship with your customers
  • Increase exposure: WOW them with service and the word will spread

Give Your Organization a New Face: Happy Staff are Ambitious Staff

  • How to keep your best reps satisfied with recognition & advancement
  • Promote employee confidence to build an indispensable & tenacious team
  • Integrity, loyalty and dependability: Key rep traits customers respect & notice
  • Strategies to train cheerful & upbeat staff members: Attitude is contagious

Increase Productivity & Empower Your Reps to Go Above & Beyond

  • Methods to motivate reps to strive to do better than the ‘norm’
  • Recognize negative customers: Don’t let them ruin your day
  • Facilitate an incentive program: How to determine who & when to reward

Live question and answer session – Have your specific customer self-service questions answered!

Your Expert Presenter:

Gregory P. Smith is recognized as a leading authority on talent management, organizational transformation and customer service, Smith teaches businesses how to create exceptional workplaces that attract, retain and motivate talented people. As an international speaker and author, Smith has addressed organizations in over 25 countries. He has spoken to hundreds of associations, human resource associations, healthcare organizations and businesses on numerous workplace related topics.

  • As the founder and Lead Navigator of Chart Your Course International Inc., Smith helps executives and business owners accelerate individual and organizational performance and navigate through increasing rates of change. He helps design strategies and processes to grow organizations and implements business initiatives creating clearer direction, increased profitability, stronger executive teams, improved communication and happier and more productive employees.
  • Smith has written and published over 350 articles and 9 books including his latest, Fired Up! Leading Your Organization to Achieve Exceptional Results.  He has been featured in hundreds of magazines and trade journals and appeared on numerous television and radio programs, including Bloomberg Business News and PBS television.

Cost:  $199

Recording will be available

Register here. 

Greg Smith | Lead Navigator | 770-860-9464 | Chart Your Course International

Chartcourse.com | HighperformanceOrganization.com

increasing job satisfaction, employee motivation and accelerating performance

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