By Diane Crosby

As employers, one critical goal for our businesses is to hire and retain great employees. It is an achievable goal, but it takes several factors working in harmony to get there. This range of factors often creates a perfect storm instead of spawning productivity! Some of these factors are completely out of an employer’s control.

You can, for instance, unwittingly hire folks who are dishonest. We have certainly had our share of those over the years, including some who used our credit card for personal purchases and one who took products out of the store to give to friends. A reference check might warn you of such behavior to come, but not if this is a first job or if the previous employer is not prone to share.

You may, without knowing, hire people with hidden issues that can seriously interfere with them doing their jobs without undue drama. We have had numerous situations wherein the employee seemed fine initially. Still, later, they could not work with others, were disruptive, disrespected everyone, or displayed erratic behaviors that could not be ignored. Again, a reference check might have helped, but not necessarily.

Evaluating a potential employee’s desire to work isn’t always possible. We have had numerous applicants claim they wanted a job. Some never even showed up on the first day. Others worked a day or two, then claimed it wasn’t for them. (I still remember the young man who, after about a week, said, “I’m just not into it.”) Some consistently come in late for various reasons, while many are no-shows without explanation.

Beginning with the hiring process, you can only do so much. You should make those important reference calls to rule out those who will not be good employees. You should have interviews wherein the potential employee talks to multiple people for alternate opinions. Be upfront about the hours, pay, and responsibilities. One of the best techniques we have discovered is to let applicants participate in a paid trial work session to assess their skills and temperament. If you can take time to create a new employee manual, that is another plus.

No technique, though, is foolproof when predicting the future with employees. We have failed at this more often than we have succeeded. You will have employees that do not work out. Exit scenes can be difficult at best and chaotically harsh at worst. Do your best to keep personality and emotion out of the firing process. Be kind and understanding. Practically, it is wise to keep notes if you see a problem coming. When you break the news, say as many positive things as possible to allow the now-former employee to save face.

The hiring process may seem like a crap shoot, and it honestly can be. Still, if you keep at it, diligently doing all you can to see into the future, eventually, you will come across the right people, and they will stick. What a glorious day that is! Keeping good employees is another challenge. While you may be relieved when a troublesome employee walks out of the door for good, you desperately want the good ones to stay! Of course, paying them well is a great place to start. As time goes on and if there are profits to share, distributing some of the wealth is always a terrific way to keep folks motivated.

Realistically, very few troopers out there will come to work unless they are dying. Do we want that much devotion? There is nothing wrong with showing understanding for parents who need to stay home with a sick child, individuals who are ailing and don’t want to share their germs, or emergencies of various sorts. We are all human and must be away from work occasionally. Being flexible about schedules, such as working around medical appointments and children’s activities, helps employees know they are seen as people, not just workers.

Offering enrichment, be it in classes, going to trade shows, or time with a vendor representative, may not be monetary, but it allows the employees to learn, grow, and become better at their jobs. Yes, the more they know, the more likely they find opportunities elsewhere. It is a risk, though, that is worth taking. You want your staff to have a feeling of accomplishment!

Listening to staff is always the right thing to do. Allowing their opinions to drive parts of your business can be invaluable. Yours is not the only correct way to run the shop! When you value what the staff says, you increase their worth and their own. Social time with the group is also beneficial, as it allows the employees to get to know each other as multi-faceted individuals.

Not every good employee stays with you for years. Some are just passing through, such as college students needing a job until they finish school and pursue their chosen careers. If a valued, long-term employee retires or goes on to another vocation, it doesn’t have to be a brutal scene. If you have stayed involved with the lives of your employees, you may not be blindsided by such a decision. Circumstances change in their lives. Let it go with gratitude for the years spent with you. 

Products, displays, and the bottom line may seem like the focus of a store. In truth, the employees are the ones who keep everything running smoothly. Customer service doesn’t come from a holster or a pair of handcuffs. It is the people who make or break your store. Invest in them!

Diane and Wiley Crosby own Red Dog Outfitters in Forsyth, Georgia. They happily have a wonderful staff today and hope it stays that way for many years to come!