Forums: Discussions for entrepreneurs and small business.

Although we employ a number of non-family employees in our retail store, I just hired our first non-family employee to work side-by-sid with myself and my wife in our niche, the website. 

I will appreciate a discussion about any and all topics you good folks might think relevant as we move forward.  I want to establish a great culture that we can feed on as we continue our 100% a year growth into the future.  What`s relevant right now, however, is that the Xmas Feeding Frenzy is about to start, when order volume triples.  I don`t want Tammy to feel too overwhelmed too quickly.

All thoughts appreciated!


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Greg Baskin www.GoldMountainMining.com "A Motherlode of gifts ... at Old West prices!"

I guess I don`t understand the question. Maybe it`s that I don`t hire employees, but I do understand the word "culture," as applied to "corporate culture." Could you expand on what it is you`re asking?

I want to ensure that a "world of understandings and expectations" is instilled from the get-go.  When you start a journey, so much is dependent on which of the 10,000 available paths is chosen. 

Operations on a day-to-day basis are so frenzied that I don`t want it to seem we are always in survival mode.  I want it to be clearly known understood at a fundamental level that our business is about more than just getting through the day.  How to do this is where I believe I can use some guidance.  While I understand the power of "showing by example" I am open to any other suggestions.

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Greg Baskin www.GoldMountainMining.com "A Motherlode of gifts ... at Old West prices!"

Ah...! Then I would put together a Policies & Procedures manual. Few people are aware of just how important such a document can be, particularly at the start of a new employee "journey."

Not many people enjoy sitting in front of the boss, hearing a "lecture" on what can and can`t be done, what flies and doesn`t fly, and so forth. However; most people don`t mind reading such information in the privacy of their own space.

A P&P "manual" doesn`t have to be a boring, formal, lonnnnng document. It can be short, simple, "folksy," and well-written. But it should be to the point, explicit, and lay out exactly what it is the employee is expected to do.

This is NOT a job description! That goes along with the P&P manual. Instead, it`s exactly that---a way to set forth the business culture, "the way we do things," and what are the processes in place when a problem arises.

It comes under the heading of "business process analysis," which too many companies, both large AND small never take into consideration.

Thanks very much, Craig.  I see the value in a P&P Manual and appreciate your perspective of "reading such information in the privacy of their own space." 

I have attempted many times in the past year to codify in writing our procedures and, really, it`s a gigantic project.  Didn`t get through half of it.  I think, however, after reading your suggestion, that I can be okay leaving the Procedures module to hands-on training but nevertheless assemble a nice Policies document that will crystallize "they way we do things." 

As we continue growing, I think, we will be able to justify staff time assembling the Procedures module.  Heck, I deserve at least some sleep each night, don`t I?!


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Greg Baskin www.GoldMountainMining.com "A Motherlode of gifts ... at Old West prices!"

Ah...there`s no sleep for the weary! LOL!! :-D

Policies and Procedures isn`t about the most minute detail of each business process. The two words actually go together, they`re not separate. In other words, the P&P manual begins with policies. Then, for each particular policy, it outlines what procedure is in place.

A policy is a global way of doing business--a cultural thing. So for example, the company policy is that employees wear business casual. The procedure is something like "Monday-Thursday, business casual style of dress is the normal expectation. Friday we like to go casual, and jeans are acceptable. Please don`t wear sandals or open-toed shoes, but sneakers are okay as long as they`re clean."

Training speaks to the issue of how exactly each task is accomplished, and that`s hands-on, on the job, usually. But the Policy would be something like, "You will have 3 weeks of basic training in your position."

The Proecedure would be something like, "When you begin work, you`ll meet your supervisor. At that time, the two of you will work together, spending most of each day in training for the tasks you`ll be doing. If you have a problem with your supervisor, we have a "gripes and complaints" department, where you can meet with upper management on Mondays. Although we hope this won`t happen, you may schedule a time if you have something on your mind."

If it`s a small company, you could probably outline your policies very quickly, then just write a nice, friendly explanation of how you`d like employees to follow those guidelines. THEN you can sleep! :-)