As a small business owner or manager you are responsible to keep your business running smoothly. One of the most important functions is hiring enough help to get the job done properly so you are always looking for, interviewing, and hiring people. It is an ongoing effort to attract and retain employees who take ownership in doing their job well. There is something that you can do to help all of your employees, both new and existing, to perform better and want to stay with you. It is a simple equation. It is called the Performance Formula.
A x E x S=P. Attitude x Effort x Skill=Performance.
John is hired to go work in a company that sells software. He arrives, his first day and reports to his boss, who says to him “John, it is great to have you. We interviewed quite a few people for this position but you have the best qualifications of them all. We are proud to have you as part of our team and we are looking forward to great things from you.” John leaves his boss’ office very happy, feeling quite good about himself.
On John’s first day, the formula looked like this 1 x 1 x 1=1. He was in a neutral position. He then had the conversation with his boss who encouraged him and his attitude was lifted and the formula changed. Now looks like this, 2 x 1 x 1=2. His performance doubled because his attitude was elevated.
On John’s second day, his boss calls him to the office and says, “John, everyone is talking about what a great attitude you have and they are glad to have you on the team. Great job John!”
Today, we want you to make some simple calls to customers. Call and ask if they have received their shipments. If they say yes, thank them, but if they have not, tell them you will have someone contact them.” John is very happy and he exits to call the customers on his list. This is an east task since he is already qualified but now he gets some experience. The formula now looks like this 2 x 2 x 1=4. His performance doubles again.
The third day John’s boss calls him into his office saying, “John we are so pleased with your job and your attitude. You did a great job yesterday! Today you are going to call 40 customers who have received their software. Ask them if they have installed the software. If they say yes, thank them for their purchase and if they say no, find out if it is because they have not had time, had a problem with installation or if they did not know how. Tell them that someone will give them a call back to help them install the software. Take this script, go practice, then come back in when you are ready.” John exits, practices and then returns to his boss’ office and they role play. Now, with the new knowledge, he calls the customers as directed. The formula now looks like this 2 x 2 x 2=8. Once again his performance doubles.
In a normal world this is a much support and training that employee get before being sent to do a job. John does not stop here. He takes initiative to progress, finding articles, information about how to provide better customer service. He learns more about the product and how it compares to others. He researches ways that he can do his job more efficiently. This initiative will increase his knowledge and skill. He does more on his job so his boss encourages him more and his attitude increases. This is what happens to the formula when individual effort is added 3 x3 x 3=27. PERFORMANCE TRIPLES.
In a reverse scenario, if John did not get encouragement, his boss tells him that he isn’t sure why he was chosen for the job and is not sure that he is a good fit. His attitude goes down and the formula changes like this -2 x 2 x 2= -8. You see negative attitude changes everything.
Positive attitude and applause turn indifference and turnover into productivity!