Since growing so fast and taking on more and more employees over the past couple years some things have fallen through the cracks. I was always of the mindset that this should be a simple job for someone to understand and get the job done.
Unfortunately I have found that my work ethic far exceeds most if not all of our employees. Which is why I now have to start spelling out what is expected out of each employee on a daily basis.
For example;
A crew leader is expected to go over paperwork and set a professional work environment not only for our client but also for the rest of the crew. A crew leader leads by example and shows why they are in a position of over sight.
A crew member is expected to assist the crew leader in any and every capacity asked of them with in their capabilities of course. When the job is complete and the crew leader is finishing up the final paperwork with a client - the crew member is to walk around a clients property, move back any outdoor furniture moved, secure all gates and look for any dropped equipment or ladders which weren’t put away etc.
Once everything is completed the company vehicle must be organized, equipment checked in and secured properly and vehicle cleaned so everything is easily accessible and we have a presentable work vehicle for every job.
Sounds pretty easy right? Yeah, not so much.
What other description of responsibilities do you expect from your crew leader, crew member? When things are missed and not done properly what kind of discipline would you take?
crew leader as point man for the customer
while the assistant of course communicates with customer about job etc in a refined way, crew leader is the “account rep”, developing the rapport, keeping the “social grease” in good order, leaving the customer with warm fuzzy memories of the ‘nice, caring and knowledgeable’ people that were out.
it took some time to get the whole picture one time, but I had a crew where the assistant was doing all this and more and the crew “leader” was avoiding all customer contact, gimme a break.
discipline: kind of more about results, if the results aren’t there, perhaps they aren’t an effective leader
emyth says describe in results and people will fill in the gaps to achieve those defined results, rather tasks or duties
hmm
so if we take the above list and reframe it into results oriented statements then perhaps all the nitpicky ticky tack stuff can be avoided and what was the end result instead can be
for a crew leader it seems simpler
responsible and accountable for:
keeping customers happy and satisfied with the job, the work, the staff
meeting or exceeding customer expectations
having motivated assistants that contribute to the above (or the leader will fire them)
job, payment and payroll paperwork filled out and completed as specified and returned each day
truck equipment in good working order accounted for each day
truck neat and clean each week
break it down into job, day, week, month
then it can be simpler to have a random check at the end of the job, day, week etc and see how the results match up
just typing off the cuff as one thought leads to another
