Setting the Bar High Hiring and Retaining Quality Service Staff
Brian Province, CEC
Hard to find good help? • No, hard to keep good help. • People are not looking for a job to disappoint you. • I find that CNAs, nurse assistants, and servers are drawn from the same pool…students, 2nd income, 2nd job, etc. • This is now a stop along the way. Typically not a career.
• Find a way to make it work, flexibility. • Where are you looking? Referrals, Craigslist, Pay sites.
• Facebook, Twitter, & Google
Happy Accident
Did anyone find it?
What is Your Favorite Ice Cream? • If you could be any animal, what would you choose? • Tell me a joke. How do you catch a unique rabbit? • What is your favorite TV show? • Is this person alive? • Don’t oversell, be honest.
We Are Investing Time & Money • Background checks • PPDs
• Your time • Uniforms
• Training time • Orientation/HR
Tough Decisions • Come to orientation in uniform (if possible). • Late or not in uniform, send home, try again. This will most certainly be tough on the HR person but worth it in the long run. • You liked them enough to hire.
Attack Problems • When you see it respond to it. • Easy to ignore until tomorrow, next month, two months. • Prevent long term trouble • Not talking about a prison state but a friendly reminder goes a long way. • Emotional bank account.
Staff should own something • A task that is not a critical daily need. • Only theirs. • Not done? Then you know to follow up with. • Organizing, supply ordering, break room, etc. • Pride of ownership goes a long way.
Consistency • This might be for you first… • Find and preach 5 or 6 things the are expected daily. • For us it’s no glass in kitchen, plate warmer, taste food, aprons, orders put away correctly, & food labeling.
• If performers know what is expected they will deliver.
Hints to Deal With Issues • Laser focus on one item. • Uniform, attendance, late, speed, etc. • Clarity is your friend. • Be prepared to act, have an on call or schedule extra.
• Do not drag this out, ultimately it’s you who suffers.
All This is For: