Gold Sponsors...Culture defines who you are and who you intend to be. It is based on those driving...
Transcript of Gold Sponsors...Culture defines who you are and who you intend to be. It is based on those driving...
Gold Sponsors
Prime Sponsor
Building Your Plan Part 2 the Return to Profitability: Creating Your Roadmap – Jim McCann
You can Always Sell More: Increasing Sales and Competitive Advantage in Today’s World – Jim Pancero
The Right Team Members Delivering an Experience, Not Just Passengers – James Blain & Bruce Heinrich
1. Recordings, presenter slides and 40 Ideas posted by 5pm to www.uma.org/tools. There is also a back-up registration link if you’ve had trouble getting access to the webinars.
2. The general format for today’s webinar will be approximately 45-minute presentations by our speakers, including Q & A.
3. Muted – All attendees will be muted.4. Q & A –Feel free to type your questions into the “Q & A” panel at any time
during the presentation. Please note: questions asked in the chat may not be addressed by the speaker.
UMA Virtual Summit Thursday June 18, 2020
In this quadrant, the focus is on External Human issues, such as: Customer Retention Successful Selling & Servicing Marketing & Advertising Company Positioning in the Market Tuning in to Customers’ Wants and Needs Growing Customer Base and/or Market Share Branding Etc.
Company Positioning in the Market Re branding of your company
Customer Retention Get and stay close with your clients – they know this is not
business as usual and will appreciate your efforts to communicate
In this quadrant, the focus is on Internal Economic Issues, such as: Profitability Risk versus Reward
Business Efficiencies
Asset Management
Internal Processes and Systems
Financial Analysis & Benchmarking
Budgeting
Organizational Structure
In this quadrant, the focus is on Internal Human issues, such as: Key Job Results & Descriptions Successful Interviewing & Hiring Managing & Motivating People Improving Employee Performance Job Satisfaction & Morale Capitalizing on the Strengths & Talents of People Capabilities Required for High Performance
• Many of you will be entering a long and difficult period of rebuilding.
• Many of you have retreated 1 plateau or 2 plateaus
AverageProfitability
High20% Profitability
Low20% Profitability
Total AI$ per Employee
$103,026 $125,850 $89,350
Total Available Income (GM) per Employee
Culture
People
Process
Strategy
Culture is the essence of your organization – why it exists beyond making money!It has 3 components:
1. Mission/purpose of your business,2. your vision, or ideal end-state your company is seeking, and3. your core values to do this effectively.
Culture defines who you are and who you intend to be. It is based on those driving beliefs and principles which describe what your organization is really like. It shapes each of the other three factors in the Total Business Success Model when it is effectively defined and implemented.
1. VISION: Why you are in business, beyond making money.
2. MISSION: What you are doing to achieve your Vision, your current purpose and “what business you are in.”
3. VALUES: The heart and soul of an operation. They state to employees, customers, vendors and stockholders how the company will conduct its daily business and guide decision making.
No Vision, Mission, Values and Goals
Aligned Vision, Mission, Values and Goals
2-19
4-19
Plateau I
Organizational Structure
Build from production to management
Build your organization structure based on need – not individuals
26
3-7
Build your organization structure based on need – not individuals
Build Job Descriptions
3-12
Key Results Areas (KRAs) & Critical Tasks (CTs) Position: Dispatcher
KRA I. DRIVER COMMUNICATION: Proactively provides drivers with all needed information, tools and resources - to successfully and efficiently complete the charter (60% Impact)
I.1. Effectively assigns drivers to trips in a timely manner (20% Impact) I.2. Provides drivers with complete and accurate trip information per company
expectations (15% Impact) I.3. Ensures driver arrives at designated shop report-in times (10% Impact) I.4. assists the driver during the trip with logistical and informational needs (weather,
breakdowns, etc.) (6% Impact) I.5. Assigns drivers in accordance with company expectations, policies and procedures
(5% Impact) I.6. Proactively assists drivers with additional tools and information such as fuel
prices, hotel prices, etc. (4% Impact) KRA II. DISPATCH ADMINISTRATION: Completes all planning, paperwork and record-keeping in an accurate and timely manner - to ensure compliance with all regulatory and administrative polices and procedures (40% Impact)
II.1. Reviews the charter and creates a complete charter/driver packet (14% Impact) II.2. Keeps all written and electronic reports/schedules up to date (12% Impact) II.3. Completes the call-list according to company policy expectations to ensure hours
of service compliance (11% Impact) II.4. Monitors and processes driver logs to ensure they are in compliance with DOT
and company regulations (3% Impact) (will change per shift)
Nice-to-Have Important-to-Have Must-Have (Essential)
I.6. Proactively assists drivers with additional tools and information such as fuel prices, hotel prices, etc. (4% Impact)
II.4. Monitors and processes driver logs to ensure they are in compliance with DOT and company regulations (3% Impact)
I.4. Assists the driver during the trip with logistical and informational needs (weather, breakdowns, etc.) (6% Impact)
I.5. Assigns drivers in accordance with company expectations, policies and procedures (5% Impact)
I.1. Effectively assigns drivers to trips in a timely manner (20% Impact)
I.2. Provides drivers with complete and accurate trip information per company expectations (15% Impact)
II.1. Reviews the charter and creates a complete charter/driver packet (14% Impact)
II.2. Keeps all written and electronic reports/schedules up to date (12% Impact)
II.3. Completes the call-list according to company policy expectations to ensure hours of service compliance (11% Impact)
I.3. Ensures driver arrives at designated shop report-in times (10% Impact)
7% 11% 82%
Critical Task Analysis
Dispatcher
Build your organization structure based on need – not individuals
Build Job Descriptions
Bring People Back as though you were hiring for a new position
The 3 Key Capabilities Principles: A: Job Specific Capabilities:
Knowledge, skills, and experience for a specific job set a minimum, initial threshold for acceptable performance of a job are typically not sufficient for fully acceptable overall job performance
B: Transferable Capabilities: Capabilities which are transferable from one job to another are highly predictive of the likelihood for successful performance--especially when expectations grow, vary, or change
C: Adaptability:
Willingness (flexibility) and ability (versatility) to successfully deal with changing, unfavorable, or difficult situations/conditions is highly related to continuing job success
The 3 Key Motivation Principles: D: Personal Work Style
How a person works is largely shaped by what is natural, habitual, or comfortable for them
E: Work Values: The level of clarity and commitment about what a person believes, values, indicates whether they are likely to do what they think they should at work (or elsewhere)
F: Work Interests: People are motivated to do what type of work interests or appeals to them
If you would like additional slides and information, please check the box on your feedback sheet.
800.772.3377 www.spader.com
YOU DON’TBUILD A BUSINESS
AND THEN PEOPLEBUILD THE BUSINESS
-ZIG ZIGLAR
- YOU BUILD PEOPLE -
PAXTraining.com
Give them reasons to stay
Provide the right tools
Re-Engage & Set Expectations
Choose the Right People
The 4 Steps to Re-Onboarding
PAXTraining.com
“I LOVE my job and am
part of a great team!”
Choose the Right People
PAXTraining.com
1. Character
2. Competence
3. Chemistry
What to Look for
PAXTraining.com
Top performers are most likely to:
Produce Results
Adapt to Change
Motivate Others
Provide Positivity
Bring Back Top Performer First
PAXTraining.com
Reassign or get rid of people in the wrong role
Don’t bring back unproductive employees
Don’t bring back staff you don’t need
Make Staffing Changes Now
PAXTraining.com
“I’m excited about what I do and I know what is
expected of me”
Re-Engage & Set Expectations
PAXTraining.com
1. Welcome them back
2. Re-Introduce them to your culture:
1. Where you are going with your business (Vision)
2. Why you are going there (Mission)
3. How will you treat each other along the way (Values)
3. What must be done NOW to get back on track
Re-Engage Your Team
PAXTraining.com
• Seek Employee input
• Be Open To Suggestions
• Learn from your team
Encourage Feedback & Listen
PAXTraining.com
Re-Engage & Set Expectations
PAXTraining.com
Set Clear Expectations
• Job Description
• Duties & Responsibilities
• Changes and The Road Ahead
PAXTraining.com
“I have the skills and the knowledge to excel
at what I do”
Provide the right tools
PAXTraining.com
Tools to Succeed
• Training
• Coaching
• Cross Training
• On-Going Training
PAXTraining.com
6 Keys Elements of Successful Training
4. Consistent
5. Available
6. Timely
1. Specific
2. Accurate
3. Comprehensive
PAXTraining.com
Communicate What Has Changed
• Updates to Procedures
• New Processes
• Updated or Changed Goals
• What Lies Ahead
PAXTraining.com
Coaching Your Team
Provide Honest, Timely & Specific Feedback
Work to Bring out the best in them
Offer Ideas and Suggestions
Help them see the Bigger Picture
Hold them Accountable
PAXTraining.com
Cross Training
Provides Coverage during an absence
Shows your investing in their growth
Expands their skills and knowledge
PAXTraining.com
On-Going Training
• Helps maintain focus
• Builds on existing skills
• Prevents forming bad habits
• Keeps best practices top of mind
PAXTraining.com
“I am an important part of my company’s success”
Give them reasons to stay
PAXTraining.com
• Increases Productivity
• Builds employee loyalty
• Raises Employee Engagement
• Boosts Morale and Overall Spirts
Giving Recognition & Praise
PAXTraining.com
Value your
Internal Customers
as much as your
External Customers
People Over Profits
PAXTraining.com
• Avoid Micro Managing
• Understand people work differently
• Celebrate achievements and results
• Don’t dwell on shortcomings or failures
Trust Their Judgement
PAXTraining.com
Be aware of and ready to:
• Help employees in areas they are
struggling
• Deal with multiple employees calling in sick
• Boost Moral and Keep Spirts Up
Identify Trends
PAXTraining.com
Give them reasons to stay
Provide the right tools
Re-Engage & Set Expectations
Choose the Right People
The 4 Steps to Re-Onboarding
PAXTraining.com
June 26th, 1996
PAXTraining.com
PAXTraining.com
- Maya Angelou
PAXTraining.com
WIN-WIN-WIN
• CUSTOMERS
• EMPLOYERS
• OWNERS
PAXTraining.com
PAXTraining.com
Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.
What is Customer Service?
PAXTraining.com
Making people feel valued.
What is Customer Service?
PAXTraining.com
You are the Brand
• YOU and EVERY MEMBER of your TEAM determine the perception of your company’s brand to your customers and your employees!
• The Character, Chemistry & Competency of your Employees determine your company’s reputation each and every trip (encounter)!
PAXTraining.com
G.R.E.A.T. Customer Service
GREET RELATEEXPERIENCEASSESSTHANK
PAXTraining.com
GREET
• FIRST IMPRESSIONS
• PERSONAL APPEARANCE
• EYE CONTACT
• SMILE
• SOCIAL DISTANCE GUIDELINES
PAXTraining.com
RELATE
• PUT YOURSELF IN THEIR SHOES (SEAT)
• USE THEIR NAME
• KNOW THE ANSWERS TO THEIR QUESTIONS
• COMMUNICATE CLEARLY
• LISTEN x 2. Speak x 1
PAXTraining.com
EXPERIENCE
• WHAT ARE THEY FEELING?
• THE ENVIRONMENT IN THE VEHICLE
• CLEANLINESS
• DRIVE LIKE WATER FLOWS
• DO NOT VIOLATE THEIR SENSES
PAXTraining.com
The 5 Senses
5
PAXTraining.com
ASSESS
• LOOK. LISTEN. LEARN!
• WHAT ARE THEY TRYING TO TELL ME?
• BODY LANGUAGE
• VERBAL CUES
• BE DISCERNING
PAXTraining.com
THANKS
• VALUE THEM
• SHOW YOUR APPRECIATION
• SMILE WITH EYE CONTACT
• SINCERE THANK YOU
• GREAT LAST IMPRESSION
PAXTraining.com
G.R.E.A.T. Customer Service
GREET RELATEEXPERIENCEASSESSTHANK
PAXTraining.com
The Experience is Remembered Long After Price.
PAXTraining.com
3 Questions to think about…
• WHAT IS YOUR PERSONAL BRAND?
• HOW DO PEOPLE FEEL AROUND YOU?
• WHAT WILL YOU DO DIFFERENTLY?
PAXTraining.com
Pulling It All Together: Finalizing Your Restart Roadmap – Panel Discussion with Ginny Orr (Golden West Travel, LLC), Alan Robinson (R&W Motorcoach) and Elizabeth Kamalakis (Coachlight Tours)
Takeaways and Action Items – Breakout Room Discussions
Closing Charge and Thank You – Joe Calhoon & Larry Killingsworth
Closing Networking Event
We’ll see you back here tomorrow at 1 pm ET
Gold Sponsors
Prime Sponsor