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“Management 101”

“Management 101”. Tim Smith President, Gwinnett Cemeteries. I. The Most Important Aspect of Managing People Is …CONSISTENCY!. Examples: GOD PARENTS COACHES TEACHERS

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“Management 101”

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  1. “Management 101” Tim Smith President, Gwinnett Cemeteries

  2. I. The Most Important Aspect of Managing People Is …CONSISTENCY! • Examples: GOD PARENTS COACHES TEACHERS B: Your Employees Need a Rock, a Lighthouse, an Unmovable, Unflappable Pillar of Strength! C: They Don’t Need You To Be Perfect …Just Predictable & Consistent! D: Your Employees’ Lives Are Often a Mess, So You Need To Give Them Stability in Their Workplace!

  3. II. The Most Important Step in Becoming a Good Manager is …ACCOUNTABILITY! • You Must First Accept Your Accountability Before You Can Successfully Hold Others Accountable! • “Excuse-Makers” as Employees Make Lousy Managers! • There Is No One Else To See, To Call, To Blame! • Stewardship Carries Heavy Responsibilities! (The “Parable of The Talents”)

  4. The Second Most Important Step in Becoming A Good Manager Is …RECRUITING! • The More Talented Your Staff, The Easier Your Job! • Great Coaches Have Great Players! • “You Can’t Make Chicken Salad …”

  5. IV. The Expectations You Set Must Be … REASONABLE! • High Expectations Are Good If They Are Attainable! • Inspect What You Expect! You Can Make Rules, Set Standards & Establish Goals, But Without Inspection You Will Never Help Employees Reach Expectations! • The Expectations For Your Employees Must Be Based on The Needs of The Company!

  6. V. The Third Most Important Element of Management Is …COMPLIANCE! • Enforcing Company Policy Must Be Non-Negotiable! • The Manager Is An Extension of the Owner! (There is no “They”, Only “We”!) • Non-Compliance Results In Undisciplined, Unprofitable & Possibly Illegal Activity!

  7. V. The Third Most Important Element of Management Is …COMPLIANCE! (Continued) • Employees May Not Always Understand “Why” Your Policies Are The Way They Are! (“The Older I Get, The Smarter My Parents Get”; “Wax On, Wax Off”; “Sand The Floor”; “Paint The Fence.”) • Your Administrator Must Accept Responsibility of Being Your “Compliance Officer”! (Their World Must be “Black and White”!)

  8. V. The Third Most Important Element of Management Is …COMPLIANCE! (Continued) • “Compliance Training” Should Include Federal Law, State Law & Company Policies! • Growth In Management Will Hinge Far More On Your Ability To Say “No” Than “Yes”!

  9. VI. The Fourth Most Critical Principle of Management Is …GAMEPLAN! • All Employees Must Know The Plan, The Program, The Goal, The System! • Don’t Treat Your People Like “Mushrooms”! They’re Not In the “C.I.A.”! Don’t Keep Them “Dumb & Dependent” ---- Share With Them, Teach Them, Remind Them, Daily, of The “GAMEPLAN”!

  10. VI. The Fourth Most Critical Principle of Management Is …GAMEPLAN! (Continued) • Insist On Your Employees Working Their Jobs Your Way! “My House, My Rules”! It’s YourButt On The Line, Not Theirs! (Players & Assistant Coaches Rarely Get Fired --- The Head Coach Usually Gets Canned When The Team Is Losing!) • As An Owner Or Area Manager, Hire/Promote Managers (“Coaches”) Who Understand, Believe & Teach Your Program! (You Can Utilize Someone Who Doesn’t, But They Need To Be “Isolated”, Usually in a “One-Horse” Location!)

  11. VII. Practical, Reasonable & Attainable …EXPECTATIONS! • Managers • Quota --- $4,000 Volume Per Interment” • Staffing --- One Counselor Per 75-100 Interments One Administrator per 200 Interments One Maintenance Per 75-100 Interments • Compliance --- No “Wrongful Burials”, No “Cover-Ups” • Profits --- “A Dollar Saved vs. A Dollar Sold”

  12. VII. Practical, Reasonable & Attainable …EXPECTATIONS! (Continued) • Counselors • “Sales Thru Service”/”Frontlines” • No “Wrongful Burials” • No “Cover-Ups” • 75-100 Interments • Follow-Up/Aftercare • Attention to “Detail” • $4,000 “Volume Per Interment” • 2-1 “Preneed vs. Atneed Ratio” • $4,000 “Weekly Pre-Need Average” • No “Hand-Offs”/”Passing the Buck”

  13. VII. Practical, Reasonable & Attainable …EXPECTATIONS! (Continued) • Administrators • “Support-Team” Attitude • “Compliance Officer” Responsibility • Attention to “Detail” • Ability to Say “No” • Up to 200 Interments • Profits/”A Dollar Saved …”

  14. VII. Practical, Reasonable & Attainable …EXPECTATIONS! (Continued) • Maintenance • “Support-Team” Attitude • “Time Per Task” • Grave Openings/Closings • Vault Setups • Installing Memorials • Lawn care • Attention to Detail • 75-100 Interments

  15. VIII. Keys to Improving … Performance • Recruiting • “Energy” • “Street Smarts” • Training • “Program” • “Practice” • Monitoring • “Inspection” • “Expectations”

  16. VIII. Keys to Improving … Performance (Continued) • Packages • “Full Presentations” • “Six Expenses” (2 – Funeral Home, 4 – Cemetery) • “Discount Program” (“Package Discount”, Not Pre-Need vs. At-Need)

  17. “RIGHTS” vs. “RESPONSIBILITIES”

  18. “RIGHTS” vs. “RESPONSIBILITIES”(Continued)

  19. Conclusion • “Call of Duty” … FAMILIES FIRST approach, LOYALTY TO COMPANY approach, SERVANT-LEADER HEART!!

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