Management Style

Your Employees & Recruitment

As your business expands or during busy periods you will find it necessary to employ staff to assist you with maximising your return from your ABC franchise. It is most important that you take considerable care to select only those persons who suit not only your business but also ABC way of making the most from each sales opportunity. Remember, a second rate sales person will not only cost you sales but will also jeopardise your business goodwill in your area,

SO SELECT YOUR EMPLOYEES CAREFULLY.

Always use the following recruitment procedure: -

Generally, successful applicants for new job positions have winning personal characteristics -

• Co-operative and pleasant manner.

• Suitably dressed for the position.

• Stability of job history.

• Attitude supportive of ABC policies and goals.

New or replacement staff should be sought through the following channels:-

• Newspaper advertisements.

• Current application file.

• Walk-in enquiries.

• Staff agencies.

• Commonwealth Employment Service.

Former employees may be re-employed, provided their previous work history is adequate and reasons for leaving valid. However, ALL employees should complete a probationary period.

All employees must undergo a police security clearance and be approved by head office prior to commencement of their work.

It is also a requirement that all employees sign a Confidentiality Agreement and Non-Competition Agreement. These forms are available from head office.

Employee Profile

The ABC franchise seeks a particular type of person. An established general standard makes the selection process easier.

Look for: -

• Ability to work rostered hours and school holidays.

• Cheerful, pleasant manner.

• Good communication.

• Local resident (where applicable) with settled home life.

• Honest and genuinely interested.

• Willingness and ability to learn ABC methods.

Steps in Selecting Personnel

1. Prepare a complete job description - work to be done, experience required.

2. Do a candidate search for names on file and advertise for the position.

3. Interviewing of applicants - arrange by appointment only.

4. Comparison of applicant’s:-

• Qualifications

• Past Experience

• Personality

• Salary Requests

5. Preliminary selection and job offer to suitable applicants.

6. Final selection and decision with arrangements to commence.

7. Notification by letter to the successful applicant (inform those unsuccessful).

NB Often those applicants who have had previous experience of marketing opposition products experience difficulty in adopting ABC methods of marketing and prefer to do it ‘their’ way - you must assure yourself that they are willing to change these preconceived marketing ideas and methods (often difficult!).

Employing staff to work in your ABC franchise can be an expensive cost to your business if you have not properly organised both your own time and that of your employees.

Organising Time

You should carefully plan the starting and finishing times of your employees. Make sure you know what duties you expect them to perform as well as yourself so that the operation of your business is carefully coordinated.

Remember that casual employees must work a minimum of three hours each day. Be aware of overtime and penalty rates. Avoid duplication of duties.

Motivating Employees

Our moods, attitudes and feelings vary according to changing circumstances. Everybody has ups and downs during the course of each day.

Let’s face it - it is not possible to be continually happy and bright all day, every day. It is just not human nature.

But the important qualities of happiness, contentment and willingness to co-operate can be generated in your employees.

The leading person to make it happen is you, the Franchisee and employer.

Remember the old saying about the whole world smiling with you. It is still true.

There is no guaranteed way to motivate staff or to build morale. There are general guidelines, which give direction:

• Select staff who are high achievers

• Discharge staff who are proven malcontents and nonconformists (they may lower the quality of customer relations or damage ABC reputation).

• Attend to sorting out the little problems as they occur.

• Give praise where praise is due - provide feedback on staff performance.

• Discuss decisions concerning staff with them before making a ruling provide ongoing training to sort out misunderstandings and prevent bad habits developing.

• Treat your staff as individuals not as a profit-producing robot.

• Accept differences of opinion with respect to the individual’s experience.

• Make the effort to keep the job interesting and challenging - provide sales goals and rewards.

Staff And Training

Certain training is provided to you as part of your Initial Franchise Fee. Make good use of this knowledge in training your own employees. Any training you receive from ABC should be passed on to your employees.

New training should occur -

1. Prior to employment - terms and conditions.

2. First day of employment - orientation briefing, location, Vehicle and layout, introduction to any other staff.

3. Review within first month - check their work attitudes, selling skills, initiative to solve problems.

All new employees should be given an orientation briefing as an introduction to ABC system:

1. to understand ABC policies, rules and procedures.

2. to understand the terms and conditions of employment.

3. to understand what is expected of them and in return, what to expect from ABC.

Minimum Training Requirements

Depending on the work role and the hours of employment, your employees should be capable of servicing your customers to similar standard as yourself to maintain sales and customer satisfaction with your business.

Getting new employees established quickly cuts down on wasted time. More importantly, it maintains a high level of customer satisfaction.

Adequate staff training is a necessary expense, make good use of the instruction you receive at Head Office meetings. Additionally, investigate external courses available for your staff if additional instruction would improve their skills.

Ongoing Training

A regular program of product sales and training is part of the formula for success.

You and your staff should always attend these training sessions, particularly when new products are introduced or methods are altered. In addition, training will be required as a result of major system or procedural changes or to generally assist with the promotion of your business

Conditions Of Hire

It is most important that each employee is advised of the Conditions of Hire that are applicable to their employment with your ABC outlet.

Care should also be taken to ensure that each employee is advised of details of the State Award applicable to their employment.

Staff Awards

Each franchisee should obtain a copy of the State Award.

It is most important that you employ and pay your employee’s wages in accordance with the terms and conditions of the Award.

Application For Leave

Annual Leave

Each employee should complete an Application For Leave form prior to taking Annual Leave. This will allow you to prepare for the employee taking leave and rearrange the normal work roster of other employees, where necessary.

The form will also be used for the calculation of annual leave loading which will be applicable to permanent employees.

Sick Leave

Each permanent employee must complete the Application for Leave form after they return from taking time off work due to illness.

You should require the employee to provide a Medical Certificate if they have been absent from work for 2 or more days or for a lesser period if you have any doubt of the reason provided.

Weekly Time Book

This book is completed by each employee to record the hours that they work each week. The book is used by you to calculate the total number of hours to be paid for each classification under the relevant award.

The employee should enter: -

1. Employee number (where applicable)

2. Name

3. Week ending date

4. Daily starting and finishing times

5. The time during each day when the employee has breaks off from their work duties.

6. Employee signature

You should calculate the total hours, which have been worked by the employee in each category for each day ie.

• Ordinary Time

• After 6:00 PM

• Saturday AM

• Saturday (after 1.00 PM)

• Sunday (double time)

• Other

Note: Calculate all times worked as decimal points to the nearest quarter hour.

At the end of the week total the hours for each category.

The working week operates from Monday to Friday with Payday being Friday.

Time Books

Every employee must complete a Time Book recording all hours worked by them each day.

Times books are available from your stationer.

Time books of each employee must be signed by both the employee and employer on a weekly basis, which will indicate agreement of times worked.

Advise all employees that overtime will not be paid unless authorised.

Calculating Wage Payments

The Weekly Time Book should be used to calculate the total number of hours worked in each category by the employee.

• Ordinary Time

• After 6.00 PM

• Saturday AM

• Saturday After 1.00 PM

• Sunday Double Time

Each of these time categories should be multiplied by the appropriate additional time applicable to it.

eg; Saturday AM = Time 1.5

The total hours of all time categories should be added together and the total hours multiplied by the employee’s wage rate to determine the gross wages payable.

You should calculate the tax payable from your Taxation Schedule and deduct the tax from the Gross Wages to determine the Net Wages payable to the employee.

Payment should be made weekly by cash or cheque to each employee.

The time book should be used not only to calculate the total number of hours worked but also the amount which the employee is to be paid after tax.

Wages

Staff Record Card

A Staff Record Card should be maintained for each employee (including casual employees). The following is an example of the information, which should be recorded on each and every staff member;

Termination

It is important for all employers to be aware of Industrial Relations requirements in their state.

Remember the following;

• Was sufficient warning given?

• Was the employee fairly treated?

• Was the employee trained thoroughly?

If each of the above questions can be answered in the affirmative then the company has been just in the termination.

A full time employee can be terminated without notice if their conduct has justified instant dismissal. Casual employees require one- (1) hours notice of termination, but must be dealt with in a just manner, as described above.

Employee Appearance & Personal Presentation

The desirable appearance of staff is what could be described as ‘clean cut’.

It is important that you remind your staff that we are a part of the service industry and that cleanliness is most important.

The following standards are regarded as essential:-

• Hair should be well kept.

• Nose ornaments are not acceptable

• Cleanliness, particularly with regard to personal hygiene.

Your customers will appreciate the quality of your personal appearance as complimentary to the service that we offer.

Smoking

Smoking is becoming more and more anti-social and offensive to many people.

Generally it is not a pleasant experience for a non-smoker to come into close contact with a smoker. Therefore in the interests of our clients smoking during working hours should be avoided. It also must be remembered that the cigarette smoke lingers on clothing and stock.

Under no circumstances are you permitted to smoke while at a clients premises.

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Alcohol &/Or Drugs

Under no circumstances should Franchisees or Employees report for work under the influence of alcohol or drugs. The consumption of alcohol or non-prescribed drugs before or during work hours is strictly prohibited.

Employee Operating Procedure

Introduction

When you enter the premises of a customer, the kind of service they receive is one of their utmost considerations. At ABC we endeavour to provide traditional service to every-one of our customers. Nothing is too much trouble

An important rule to remember is to give service in such a way that the customer’s only reaction is one of appreciation. Treat your customers as you would want to treated.

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Hours Of Employment

An employees hours of employment will vary subject to the roster which will be prepared each week based upon busier trading days, public holidays and seasonal changes.

It is important that employees confirm their hours of employment for the following week every Friday. Employees must always be paid the minimum number of prescribed hours pursuant to their wage award.

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Serving The Customer

The most important part of all of your duties with ABC is customer service. No matter what you are doing each customer must be given priority over any other jobs.

If you are busy or you are serving another customer a quick smile will tell the customer that you know they are there and that you will attend to them as quickly as possible.

There are four basic steps for each sale: -

• Smile

• Greeting

• Look and Listen

• Suggestive Selling

Greeting

The greeting is the next step of serving your customer. Using your most pleasant voice, say;

“Hello, Can I help you”

Smile

Serving your customer begins with your SMILE;

It’s the most valuable sales tool you have. It sets the customer at ease, indicating that you care and want to help

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Look And Listen

The third step in serving the customer is to look and listen. As the customer tells you what they want make sure you understand their requirement. Verifying the request by repeating what the customer said will prevent mistakes and will minimise bad feelings.

Make sure you maintain eye contact with each customer to assure them that you are paying careful attention.

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Acknowledgment - Customer Leaving

When your customer is ready to leave or when you are ready to leave the customers premises after you have completed your sale/service acknowledge the customer again by smiling and say “Bye” or “See you tomorrow”, or “see you next week” or whatever you feel comfortable with.

It is most important to let the customer feel that he is acknowledged even if he/she has not used your service.

Suggestive Selling

Customers appreciate helpful hints or suggestions on how they save money and improve the quality of their printing.

This kind of help is called suggestive selling and it is one of your most important duties and it is also helping your sales.

Do not say “Is that all?” or “Anything else?” as they are the worst words in suggestive selling. They mean that the sale is closed and imply that you’re ready for the next customer. If your customer feels rushed they become irritated and nobody wants irritated customers.

Suggestive selling requires you to be yourself and have a good knowledge of your

range of services. Customers can see through a “sales pitch” and they don’t appreciate being treated like everyone else. They like to be treated as “special”.

Equally useful to gain customer loyalty - try to save your customer money. For example remind the customer of any special "deals" (such as two for the price of one etc.). The customer will certainly remember you and your business next time they want value for money. Any pleasant experience that can be linked to your business will hasten a repeat sale.

That one time they feel cheated may be the last you will see them. Its like the old adage that it takes 3 happy customers to tell 3 more but only one disgruntled customer to spread bad news to 10. So try not to be seen as being greedy.

Remember that suggestive selling helps both the customer and the business. The customer benefits from the more completed order, and the business benefits from the increased sales.

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Cleaning Vehicle

Make sure your Vehicle is kept clean inside and outside, at all times. The appearance of your vehicle reflects you and the quality of the service that you offer. Clean the vehicle daily, if necessary to maintain your ABC presentation.

Casual, Part Time, Employees

Franchisees are encouraged to utilise a number of casual and part time employees during busy times, holiday periods, illnesses etc.

This pool of casual and part time employees should be trained in product knowledge and selling and can be of great assistance to cover for these times.

Only trained staff should be used, since untrained staff can ruin sales and lose customers.

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Suggestions

Employees are encouraged to make practical suggestions to their Managers for the improvement of methods or systems.

Sometimes new employees, in particular, can visualise valuable savings in a procedure or operation. If the suggestion has been previously considered but rejected, the reason for this should be explained to the employee.

Nethertheless, the initiative shown by the employee in making the suggestion should be acknowledged.

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Media

It is a company policy that no employee is to talk to the media regarding any operations or incidents involving ABC.

Cash Receipts

Giving Change

An important part of each employee’s job is cash handling. The employee must be careful to give the correct change to every customer. If a customer does not receive the correct change, he will become annoyed and you will more than likely lose a customer.

The procedure in this section must be followed closely to ensure proper cash handling.

After a customer purchases their garment or other products politely tell the customer the amount of their purchase.

After the customer gives you the money, repeat the amount of purchase. For example, “That will be $25.00 out of $50.00 Thank you”. Keep the tendered note in you hand - do not put it in your money drawer until the customer is completely happy with the transaction.

When this procedure is followed, there is no question about the amount of money the customer originally gave you eg. “Didn’t I give you a $100 note?

When you are counting change, begin with the amount of purchase (ie. $25.00) and go up until you reach the amount he gave you (ie. $50.00). While you are taking the change from the money drawer, count it silently to yourself. Begin with the smallest coin and graduate to the higher coins and notes.

After counting the change to yourself, count aloud as you place the change in the customer’s hand. This will prevent mistakes and customer dissatisfaction.

Only after you have given the change to the customer, take the money and place it in the money drawer.

After the customer has accepted the change, be sure to smile and say thank you.