Business Operations 201

Business Operations 201: Getting the most of your

employees

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

© Triangle Pest Control LLC. All Rights Reserved

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…


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



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



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



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….



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



I made a change

Going forward commissions will be paid on collections not production.

What do you think the response was from my staff?



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

front© Triangle Pest Control LLC. All Rights Reserved


What caused this change in collections?



What do you think about as an Owner or Manager?


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?




What do employees think about most of the time?



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


Does anyone see an issue here?

This session is about how to move your people from “me” centered to “company” centered.



What does the word Entitlement mean?



What does the word Entitlement mean?

- the belief that one is inherently deserving of privileges or special treatment.



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



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




How does entitlement leech into a company?


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




What is the result of entitlement?(in your company)



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”


What does entitlement lead to?

A MEDIOCRE COMPANY OR ORGANIZATION THAT CANNOT PRODUCE RESULTS



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




How do you fight entitlement?



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


How do you fight entitlement in a company?

Focus on 4 keys of performance



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”



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



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



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)



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



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



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



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




●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.




There are tools out there MoodleBackOffice™Other variants

This is exactly why I created BackOffice



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”



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



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



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


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


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


Questions?Donnie Shelton

[email protected]

See me at the RGA booth

mailto:[email protected]

mailto:[email protected]