Rules for Effective Communication and Business Operation
Comfort and Confidence
Honesty
Accountability
Proactivity
Communication
Responsiveness
Comfort and Confidence: These are standards for communication and everyday interaction so people can achieve superior results without ambiguity, bottlenecks, or conflicts. We are a professional staffing and employment services company. Therefore, we will hold ourselves and our co-workers accountable to these rules.
1. We will address each other with respect – it will be the cornerstone of all our interactions. Respect will be carried forth in all our actions and our words. Everyone will respect each other’s
- Time (EX: being on time for meetings)
- Space (EX: not going into another’s work area without permission)
- Need for concentration (EX: this is a business, not a social club).
2. All respect starts with the truth – in your words and your actions. We will not, and you will not tolerate dishonesty in word or deed. Dishonesty in effort, action, or word will kill us as a company
3. You do not get into arguments in the general business areas. That area is a sacred place of work. If you have a problem with somebody, tell your supervisor, and they will handle it. If a supervisor is unavailable, you table the discussion until one is available. If that is not an option and you can’t control yourself, leave the building.
4. The organization chart is the starting point and road map for working interactions.
5. When a manager is absent from the workplace, temporary authority for reporting employees goes to the next higher position in the line or organization chart.
6. All problems go UP the flow chart, not sideways or down. For example, if you need your supervisor’s help on a project, quote, order, sale, etc., and it is not getting accomplished, you go up the line of authority. EX: Sales rep asks his manager for help. The manager does not get the task done. The sales rep goes to the Owner Operator. You DO NOT go down to any other position. Problems go UP the flowchart, not sideways or down.
1st Question You Always Ask Is:
“What system do we currently have to do this?”
7. Direct all your questions about a system, process, etc., to your direct supervisor. If unavailable, you ask the next person UP the line in reporting position.
8. Each position will have set goals, performance standards, and achievements that will be S.M.A.R.T. (specific, measurable, attainable, realistic, and trackable.) You will be held accountable for reaching those standards.
9. Accountability:
Everybody is accountable to everybody else. DO NOT WAIT TO ACT. If something is NOT getting done that affects
- the customer
- your ability to help the customer
- the company
- your ability to do your job
Go to the person it was assigned and ask why it is NOT GETTING DONE. Ask when it will be done. If you do not get a sufficient result/answer that will benefit
- the customer
- your ability to help the customer
- the company
- your ability to do your job
Go to your supervisor. If your supervisor drops the ball, go to their supervisor. STOP WAITING FOR A SOLUTION AND BE YOUR SOLUTION.
10. Issues, problems and concerns
- Document in detail ANY issue, problem, or concern
- Establish a timeline for action items to happen
- List personnel who is responsible for specific action items
- Email a list to the Manager with what is needed to move the project forward.
- Follow Up with the Manager to determine the progress with any issue, problem, or concern.
- Sales Person is ALWAYS ultimately responsible for the project’s forward progress and ultimate sales conversion.
- NEVER ASSUME that ANY shared service is executing their assigned task UNLESS you have followed up with them to confirm their action and they have communicated verbally or sent a detailed email explaining what they have accomplished.
- If issues, problems, or concerns persist, see Rule 9 Accountability.
11. Customer/Prospect/Suspect Communication Responsiveness
To instill confidence and comfort in every interaction externally with customers/prospects/suspects, we must respond ASAP to any communication where a customer/prospect/suspect reaches out to us.
Communication Time and Comportment Rules
- Establish the most effective (phone/V.M., email, text, or other) mode of communication between customers/prospects/suspects.
- You MUST be aware of any needed deadlines to communicate with the customer internally/externally and exceed their expectations.
General Timeline Rules
- Voice Mail – return call and action item performed immediately; max 15 minutes
- E-mail – return email or action item performed immediately; max 15 minutes.
- Sales Lead – return contact immediately; max one business hour. Contact is the most effective communication mode between the sales lead and company personnel.
12. Teammate/Inter-departmental Communication Responsiveness
To instill confidence and comfort in every interaction internally with teammates/inter-departments, we must respond to any communication where a teammate/inter-department reaches out to us. The following are communication time and comportment rules:
- Establish the most effective (phone/V.M., email, text, or other) mode of communication between teammates/departments.
- Declare a timeline of when you need a return response.
- Response is defined as either attention to the issue if not its outright resolution.
- Hold the other party ACCOUNTABLE to the agreed timeline and resolution. If there is ANY problem, see Rule 9 Accountability.
13. Proactively Inform ALL Parties All the Time! AKA Get in front and stay in front.
To instill confidence and comfort in every interaction internally and externally, it is critical that we PROACTIVELY inform all parties involved in ANY communication/interaction/transaction/project, etc., of its status.
We cannot be afraid to tell people the truth. Avoiding immediate discomfort by hiding details that do not positively influence the overall outcome damages our relationships with others (internally and externally); it NEVER helps them!
People can handle the truth! What they cannot handle is hiding BAD NEWS so you do not have to deal with negative consequences.
a. If somebody asks you to do something that makes you uncomfortable, tell your supervisor, who will talk to the person or their supervisor.
b. If your supervisor asks you to do something that makes you uncomfortable, you tell their supervisor, and they will talk to your supervisor.
14. We will respond to infractions via a 4-step process:
- 1st infraction generates a verbal warning/reminder and the possibility of a monetary fine.
- 2nd infraction generates a written warning/reminder and the possibility of a monetary fine.
- 3rd infraction, your manager will develop a Performance Improvement Plan for you to follow.
- 4th could result in your termination.
- There will always be situations that will be handled appropriately on a case-by-case basis.
