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"I have seen the enemy - and it is us." The quote taken
from the Pogo cartoon strip rings true in many areas of our life,
and I think of it sometimes when I hear managers tell me they
cannot find good candidates to hire. The examples I use below
are those specific to route sales representatives, however, the
underlying principals apply to all aspects of our industry.
The route sales representative is a key employee in the commercial
linen supply and industrial uniform rental segment of our industry.
The "RSR" is on the front lines everyday averaging about
25 delivery stops, resolving credit issues and explaining price
increases. And since an RSR is the "face" of a company,
it is important they make a happy, friendly, and upbeat impression,
in a customer's eyes.
You Say - They Say
Recently an owner spoke to me about his company's inability to
attract good RSR candidates in spite of providing new air-conditioned
trucks and a competitive pay plan. In an effort to discover the
"other side" of that coin, I spent a day riding a route
with an RSR named Chuck. Throughout the day I picked up soil,
rolled out mats, talked with customers, and did a lot of listening.
The truck was indeed air-conditioned, but a side compartment door
had a broken hinge, both bumpers were crunched from a year old
accident, and the radio cassette player had been broken for several
months. The repair requests had evidently gone unheeded. Although
Chuck's six-route plant ad a service manager, a route trainer
and a relief route manager, surprisingly no one had ridden with
him for over six months.
Employees tend to follow the example sets by treating their jobs
and appearance with the same amount of importance that they perceive
it receives form management. So no doubt, Chuck was not doing
his part - his cab was a mess, the windshield had several weeks
of bugs and dirt, and his company emblem was falling off his shirt.
Additionally, what was considered a "competitive pay plan"
by management, was considered "barely enough to meet his
needs" by Chuck who did not even understand the sales commission
program.
This example illustrates a lack of communication between management
and employees, which exists on two levels. The first level, between
the employer and employee on issues such as compensations and
the second level on how the company should be represented - internally
and externally. This lack of communication not only erodes the
employee / employer relationship it taints the "face"
of your company in customers eyes and affects your company's ability
to attract and retrain candidates. Thus in cases like this; the
enemy in essence is us. And prior to looking outside for solutions
to hiring and retention challenges, introspection of company policies
and an examination of their present employee work base should
be considered.
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