business operations 201
TRANSCRIPT
Sessions are in series
Business Operations 101: Building the business of your dreams
Business Operations 201: Getting the most out of your team
Business Operations 301: Getting your employees to think like owners
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Lets unplug for a while
All of the following should be off:
●Cell phones ●iPads ●Bag phones ●Pagers/Beepers ●Squeakers●If it has a battery…
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Business Operations 201
In the not too distant past
●I took a huge risk●I bet the company on BB Heating●We were just a little over 700k at
the time●The equipment was 100k total
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Business Operations 201
We had to educate●I had an investment, I could not let
it sit●We created a Bed Bug Seminar○Phds○News Media○Property Managers○Attorney’s
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Business Operations 201
The result?
●We absolutely dominated the market for bed bugs
●We sold a huge bed bug job (over 100k in revenue for one job)
●24 hour operations for our heaters
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Business Operations 201
We were in the money (literally) ●$3200 Per Day in production (just
from bed bugs)●24 hour operations for our heaters●Paid my techs and salesman based
on production
And then came payroll….
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Business Operations 201
I did not have enough money to cover payroll
●Customer was almost 45 days past due
●I leveraged my credit line and personal savings to kick off the program
●Bank was not concerned with my situation
●I had no one or nothing to fall back on
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Business Operations 201
I made a change
Going forward commissions will be paid on collections not production.
What do you think the response was from my staff?
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Business Operations 201
Actual responses ●“Dumbest idea ever, it will not
change a thing”●“Why, things are fine the way they
are” Real Results●I no longer do collections - Sales &
techs do●We don’t sell vapor services●Most of our services get payment up
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Business Operations 201
What caused this change in collections?
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Business Operations 201
What do you think about as an Owner or Manager?
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How owners think ●How much profit?●How much cash?●What are my risks and how do I
minimize?●What are my competitors doing?●What about my employees? ○How do I retain the good ones? ○How do I get rid of the bad ones?
Business Operations 201
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Business Operations 201
What do employees think about most of the time?
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Business Operations 201
How employees think
●How much do I make on my paycheck?
●What are my benefits? How do I maximize those?
●What about people recognizing my efforts?
●What about my job security? ●I wonder if I can get more time off? ●What about my work environment? © Triangle Pest Control LLC. All Rights Reserved
Business Operations 201
Does anyone see an issue here?
This session is about how to move your people from “me” centered to “company” centered.
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Business Operations 201
What does the word Entitlement mean?
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Business Operations 201
What does the word Entitlement mean?
- the belief that one is inherently deserving of privileges or special treatment.
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Business Operations 201
What does that mean?
●An attitude of I don’t have to earn what I get
●I can shortcut my way through life●I should not have to pay the price
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Business Operations 201
Entitlement - The next pandemic for your company (hopefully not your kids)
●Gen Y, and after have a strong sense of this
●Everyone gets a trophy ●They have been protected and
given things ●It is parents responsibility to protect
the self esteem of their children© Triangle Pest Control LLC. All Rights Reserved
What does this lead to? ●People don’t have to earn what they
get, so that don’t appreciate or take care of it
●Irony is they are not grateful for what they get, instead they want more
●Too much security is what entitlement is all about
Business Operations 201
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Business Operations 201
How does entitlement leech into a company?
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Entitlement in business is a direct result of:
●Too much generosity ●Not holding people accountable for
meeting the criteria for excellence ●Managers are unwilling to do the
work of requiring work
Business Operations 201
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Business Operations 201
What is the result of entitlement?(in your company)
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Business Operations 201
My good friend Travis Swinson
His military experience●Boom Operator KC-135R●Highly trained, highly motivated
His civilian personnel experience● “If I work my a$$ off they just give me more work,
meanwhile _______ does nothing and gets the same pay…. even the same amount of bonus if one is given”
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What does entitlement lead to?
A MEDIOCRE COMPANY OR ORGANIZATION THAT CANNOT PRODUCE RESULTS
Business Operations 201
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Common characteristics of mediocre companies●Employees are not held accountable for
achieving results●The results are not achieved and
deadlines are not met●Results may not even be defined●Busyness is held in very high regard ●Rewards tied to activity, not
performance and results
Business Operations 201
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Business Operations 201
How do you fight entitlement?
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Business Operations 201
ExampleGrowing up a Shelton●Opportunity abounds●Shelton Family Economy●Commission only ●You pay for your clothing, your
entertainment and anything else you want
●I want them to see and seize, not wait and expect
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How do you fight entitlement in a company?
Focus on 4 keys of performance
Business Operations 201
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Key 1: Get very clear on what is to be done
Fun Exercise: Just ask your employees the following question:
“What your #1 result you should be focused on producing for the company”
Business Operations 201
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Key 1: Get very clear on what is to be done
●Strategic Objective●Organization Chart (Clear lines of
authority)●Position Contracts○Clear on the results and how they
should be delivered●Position Checklists●Position Procedures
Business Operations 201
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Key 1: Get very clear on what is to be done●Strategic Objective○What the ultimate vision of your
business is○Unifying document so that
everyone on the boat is paddling the same direction
○Who, what and when
Business Operations 201
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Key 1: Get very clear on what is to be done●Organization Chart ○How you business WILL look ○Clear lines of authority ○Only one manager for an employee
(accountability)
Business Operations 201
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Key 1: Get very clear on what is to be done●Position Contracts○Clear result statement of what is to
be produced○How the result is to be produced○What the results should look like
Business Operations 201
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Key 1: Get very clear on what is to be done●Position Checklists○Learning organization ○Get right each time every time
■Think Disney, apple, southwest○Ease of training ○No dependency
Business Operations 201
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Key 1: Get very clear on what is to be done●Position Procedures○Make it clear ○Arm people with the information
they need ○The 3 Million dollar wife
Business Operations 201
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Key 2: Care (in the right way)
Paying people a high wage is not caring… that is the easy way out...
You cannot care with money… many have tried… and failed
Business Operations 201
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Key 2: Care (in the right way)
●Train your people●Support your people with the right
tools●Set them up for success●Abdication vs. delegation●You are human (and so are they).
Treat them that way.
Business Operations 201
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Key 2: Care (in the right way)
There are tools out there MoodleBackOffice™Other variants
This is exactly why I created BackOffice
Business Operations 201
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Key 3: Have fun together
Mandatory Fun at TPC●Meatin our goals “mandatory fun” ●Service projects “mandatory fun” ●Funny video Thursday “mandatory
fun” ●Office potluck Friday “mandatory
fun”
Business Operations 201
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Key #4: Have HIGH expectations of performance
Behavioral performance study●Conform to what the organization
does
Think about your own personal life ●My wife and my “redneck” family
Business Operations 201
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Key #4: Have HIGH expectations of performance
●You have identified Key Performance Indicators (KPIs)
●You expect people to achieve results, not excuses
●You are willing to do what it takes to staff for those results
Business Operations 201
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Key Points: 1.To get the most out of your people
you must fight entitlement 2.As an owner focus on the 4 keys to
performancei. Clarity ii.Caring (the right way) iii.Have fun together iv.Have expectations of high
performance
Summary
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More sessions to continue this topic
Business Operations 101: Building the company you have always dreamed of
Business Operations 301: Getting your employees to think like owners
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One more shameful plug
BackOffice™ ●Designed by me ●Designed to bring clarity to your
people○Expectations
●Designed for the “Caring” part of your role○Training○Reviews and Inspection
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Questions?Donnie Shelton
See me at the RGA booth