betrayed

Staffing is a constant, ongoing issue in the small business world.
Getting
1. the right people to
2. do the job you want them to do
3. for the money you can afford to pay them

is a multi-factor nightmare.

At the moment in my shop I have five people employed who fulfill one of the three criteria. I would not be alone in finding it difficult to secure the best people, since they rarely present for the jobs I have to offer.

So I have invested considerable time in getting my staff up to speed, on food safety, operating procedures, company policy, customer service goals, minimum acceptable work levels. Some of this stuff is so obvious, I really do loathe having to tell my staff about it. I get embarrassed when someone has not noticed something obvious that requires their attention because IT'S THEIR JOB.

I have one staff member who has pushed and pushed for more hours and changed work circumstances, and got everything she's asked for. Today I found out that she has handed her resume to a casual staff member to get assistance in looking for other work.

This is the first real conundrum for me as an employer. When I was an employee jumping from job to job with no loyalty was all part of hospitality work. It was one of the privileges of having skills to sell. Now as an employer, having it done to me is really shocking. For a start this employee does not have skills to sell. The time I have spent training, the effort I have made to give her the work she asked for, relegating other staff so she can get her hours, I expected a bit of loyalty, but no. I don't get loyalty or commitment or anything but a FU behind my back. I'm hurt and annoyed.

How do I react? Currently I have a useful person doing a consistent job. I need this in my business right now. And so far as the future, I had plans to offer her the full hours she wanted and develop my business with her as part of that core team. I don't want to do this now. But perhaps she's going looking because she doesn't know what I may to offer her. Perhaps she simply doesn't like the job.

I have another staff member who is a consistent but sloppy worker, and who cannot change her behaviours or attitude, as much as I coach her, encourage her, put up with her. Her attitude is the pits. She often comments that customers are being difficult (asking for things we sell, for crying out loud!), and she sneers at people. I have made a huge effort to train all staff about our bread so they can speak knowledgeably when serving, but listening to her talk to customers, she doesn't care. At all. I tolerate this because she turns up every day at 7am, 5 days a week and I need this in my business, because it's something I cannot do. Presently I'm desperately trying to find a way for her to exit the business. I'm sure she has no idea about this. So she will eventually feel betrayed for her loyalty, once she is aware of our plans.

Some of my problems are about communication. I am absolutely not good about confronting people in the moment or after a problem has passed, or taking people aside for a talk, pointing out failures, doing any of that 'one minute manager' stuff. And I need to, because putting up with the mediocre is costing me time, wages and the end result is my customers are affected, so my business is affected.

I often think about how I feel when people I know come into my shop. Mostly I'm embarrassed about the run down, dusty way it often looks, the grotty plates on display, the smeary glass and badly displayed (divinely delicious) bakery items. NO WAY should I feel like this, when I pay people to sort out these things. Shiny, clean glass, beautifully displayed food, with the correct name and price on them and happy, happy service is all we have going for us, and some days we do even have that...

These staff have gotta go.

the gen y problem

We are currently hiring staff for the bakery. The key position we are trialling for is a second baker. It's really, really hard to find the right person. Our bakery is a very small family business and this is our first big appointment. It's really personal to us. This new employee will be eating from our food bowl, if you get me. They are a significant part of us. No drongos, no drug addicts, no baggage please. You can see we are going to have a problem.

So far we have had responses from bakers with significant amounts of experience (15-20 years), or international students with a baking training qualification (the course runs one month) and a masters degree in IT. The first group is over qualified. They can do everything and so want more than $1000 a week. We cannot afford them. Apparently no one can, they're looking for work. The second group are working for their residency visa and I suspect they may lack the conviction necessary to work at our bakery. We are serious bakers. We think our bread is very important.

We actually need a young, unattached, qualified baker with about 5 years experience. Someone ready to climb the ladder to success, have a shot at the title. But we have had this person in too, and they also did not work out. Why? Two words. Gen Y.

It wasn't until I started bleating on to my friends about what a disaster this gen Y kid was that I discovered I was up against a cultural phenomenon. My experience is a shared one. There are HR and management essays, whole courses devoted to the hiring and handling of gen Y! The further I have delved, the more I understand them. No that's not true, I absolutely do not understand gen Y. But I can recognise the symptoms of being one.

Here's some tips on spotting a gen y, and this is not a spoof..
-intense focus on their feelings, need to discuss how they feel about stuff
-exaggerated sense of the importance of their opinion, lack of sense of when it is appropriate to express it.
-exaggerated sense of entitlement, they want the best position for the best money.
-Gen Y are the 'training' generation, so they have little regard for the importance of demonstrated skills and experience. Afterall they did pay to do the course. Also remember, they are the generation who have never heard the word fail, never got a graded (A-F) school report, were always let down gently by their educators, given extensions, re-sits, special consideration. Attendance at school was enough for gen y to pass. Sorry, not pass. To obtain a grade of 'satisfactory'.
-they lack 'persona'. This is a bit of management training jargon from a friend of mine. It means gen Y's don't get that you wouldn't speak to your boss the same way you speak to your friends. As an employer you will hear about their full on weekend, what they are planning for their next 'sick' weekend and probably why they'll need a sickie in the near future.

That's a few pointers. However, now I can recognise them, I have absolutely no idea about what to do with these people. I want to hire them, they could be the future of my business. But they all seem to be so unwilling to commit to anything, they can't tell me what they want to be doing in six weeks, let alone longer term (for god's sake people, when an employer asks you a long term goal question, lie! Develop your persona! I'm not going to hire you if I think you're just going to work until you can afford your next trip too Byron Bay.) One foot out the door, always looking over their shoulder for the better opportunity that they all think is coming. The attitude sucks.

Hiring in the current day- oldies, internationals or gen y. And they say it's an employers market!