To keep this simple this is yet another common industry issue! In most cases those out here running their own pool company had never held any type of leadership position prior. They did not have mentors that taught them what a good leader looks like or how to lead. The result is this thinking that we cannot have conversation and uphold standards because our techs will leave us and then we have to work harder to cover. This is such a flawed thought process and one I’ve always challenged in my past leadership positions. If you have bad techs not performing they are damaging your reputation as a company and chances are you are working harder already so your short staffed while being staffed. This is a cost to the bottom line that isn’t paying for itself and is not a recipe for success!!
First off there are no “hard” conversations they are simply conversations that have to be had to make your team better. They are meant to be used as training, upholding standards, and most importantly learning the perspective of your team to see why things are happening. A weekly or monthly 1 on 1 conversation is the ideal way to handle these types of things. You would be surprised what you can learn in a 15 min 1 on 1 with a team member. That being said, you should be correcting bad behavior or actions immediately and privately, the same day you see it and not a week later. They need to know your watching and will not tolerate bad behavior. You should also be doing the same with good behavior but doing so in public among the team….its recognition for doing good and builds good morale. Promotes good behavior and makes other want to be better.
A good leader sets a tone on the standards and expectations for their company and they do not deviate from that expectation. A good leader creates a culture in their company that rivals all others, you want people to be proud of what they are a part of and you want them to know they are the best at what they do. You also want to instill core values and a mission statement that your team follows each and every day. You should be having weekly group meetings with your teams, find out what they are dealing with in the field and brain storm to correct things or make things better for your team and your company. Input from your team is valuable, you want them engaged and you want them to feel like their voice matters. You want the promote ownership among your team!!
Just a few phrases I’ve used over the years that still hold true: “People only respect what you inspect” and “Expect more from your team and you will get it”
I started my pool business as a side hustle while managing 15 supervisors that supervised about 250 employees. It is now my primary source of income. I have read it in a 1000 articles in my professional career. People want to know if they’re not doing something properly. They don’t want to be talked down to. You have to be professional but I agree...you have to have these discussions if someone is not doing the job properly or well. That being said it is on us as leadership to give them the resources, including training, that they need to do it properly. I know I have failed in that in the past. You win or you learn though...so...find a problem...evaluate, implement change, get better, move on.
We’ve been talking a lot recently about wanting to know about problems BEFORE they blow up...so trying to encourage our guys to be more open with us. We ran into two issues recently and on both I said, the guys either don’t care or don’t know. Let’s assume they don’t know...let’s make sure they do know and then we can hold them accountable if they still don’t perform. Training was well received and I am confident we’ve gotten better.
In short, treat people with respect and be honest with them and I think most people respond well. If they don’t you’re better off without them. Don’t hire the first warm body that comes through the door. Better to pay the price to be without someone for a few weeks or whatever and get the right person.
Richmond E. Holly
Crocodile Pools
Email: richmond.holly@crocodilepools.com
Website: https://crocodilepools.com
Website: https://www.skool.com/pool-route-to-riches
I agree Richmond, it is up to leaders to train their team adequately and to clearly articulate the correct process and procedure. And then keep a running record of systems and procedures so people have a reference and so you don’t have to always explain.
This can be a challenge in small businesses, one approach that works well is after you explain the correct procedure, have the person you described it to write it up in a policies and procedures manual (that you add to on an ongoing basis). That way you don’t have to do it yourself, saving you time. Plus it ensures that they understood it correctly.
And if someone says they don’t care then they not a good fit for the culture… supporting your point of not hiring the first warm body that comes through the door. Thank you so much for sharing!
