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ARCSI Wall of Fame

Posted By Erin L. Lasch CAE, Tuesday, April 10, 2018

 

One of the things we did when we moved to our new office was to create an ARCSI “Wall of Fame” (see picture below). As I stood back and looked at those 29 pictures of Past Presidents, Past Professional Cleaners of the Year, and Past Presidents Award winners I was humbled by what was on the wall. What an unbelievable amount of talent, leadership, dedication, commitment and engagement those pictures represent.

 

I am not going to name them all here, but you can download a pdf that lists them all. I have had the privilege of serving as your Executive Director since 2009. In my job I get a new boss every year or two. I had the pleasure to work with six presidents, one of them twice, and the current Residential Council Chairperson RJ Patel. I have also had the pleasure of getting to know and work with the three past presidents who served before I arrived. These ten people all have very different personalities, very different skill sets, and different visions for the future. They have three very important things in common. First, with one exception, they all still own and run a residential cleaning company. Two, with no exceptions, they have a great passion for and still work very hard for the success of your association. Three, from my perspective, they all did a great job for you. They are all my eyes and ears for member feedback and concerns. They have made some tough decisions over the years, but they always made them with what they believed was in the best interest of the association.

 

The longest line of pictures is our Wall of Fame is the Professional Cleaner of the Year group. The award was first presented in 2006, and the twelve award recipients were truly exceptional professional cleaners and representatives of their companies when the award was presented. Although some of them are no longer with the industry, I am quite sure they are truly exceptional individuals to this day.

 

Finally, a most interesting group is our former Presidents Award, now Chairman’s Award winners. This award was started in 2011 to recognize those key “non-cleaning” staff people who are essential to success in any company. They do everything from training, to HR, to customer service and sales, to accounting and payroll, and a lot of things that are probably not in their written job description. They are the “whatever it takes” group. Interestingly, I am aware of two of them who now have ownership in their companies.

 

All 29 have something in common. I desire to see the level of professionalism in our industry continue to improve. There is a very wide range of ages, experience, and expertise, but they are all cleaning industry professionals, who are engaged with their trade association and want it to improve. Our 2018 awards applications will be out sometime in May and I am looking forward to adding your professional cleaner or key “in-house” person to our Wall of Fame.

 

Hope to see you in Tucson at our Leadership Summit and most certainly in Dallas this fall.

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Meet Up With Your Friends at the Leadership Summit

Posted By Erin L. Lasch CAE, Monday, January 15, 2018

If all of your friends were going to Tucson for the first-ever Leadership Summit, would you? You better believe you would!

 

The 2018 Leadership Summit is the premier spot to gather and network with your peers in a sunny and fun atmosphere. Did we mention top-notch leadership training? Three nationally-known educators will share their knowledge and experience in an engaging and dynamic environment.

 

  • "What You Can Learn from Iconic Business Leaders"
    Jeff Haden, Author, Speaker, Ghostwriter
  • "Four Key Leadership Traits, from the CEO Genome Project"
    Chris Trendler, Consultant, ghSMART
  • "The Game Has Changed: How Today's Buyer Has Changed and What Your Business Must Do About It"
    Marcus Sheridan, President, The Sales Lion

You know this is an event you don’t want to miss so why not register today to get the $100 discount.

 

Remember, the early bird gets the worm – and they save $100!

 

Visit issa.com/2018leadership for the full schedule and registration information.

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The Top 10 Ways to Get Your Best People to Quit

Posted By Erin L. Lasch CAE, Monday, November 27, 2017

By Mel Kleiman

 

Ever wonder why one of your best people really quit? The following list is even truer today than when we first published it as a Hiring Hint in 2013!

 

10. Don’t make each new hire feel welcome and valued. Employees are most impressionable during the first 60 days on the job. Every bit of information gathered during this time will either reinforce your new hire’s “buying decision” (to take the job) or lead to “New Hire’s Remorse” — especially if you shunt them off to fill out reams of paperwork and watch training videos while you do “important things.”

 

9. Treat everyone equally. While this may sound good, your employees are not equal. Some are worth more because they produce more results. Some prefer hands-on management while others would rather take the ball and run with it. The key, then, is not to treat them equally, but to treat everyone fairly and with respect.

 

8. Enforce dumb rules. I did not say enforce no rules, I said don’t enforce dumb rules. Great employees want to have guidelines and direction, but they don’t want to deal with rules that get in the way of doing their jobs or that conflict with the company’s stated values.

 

7. Don’t recognize outstanding performance. Remember Psychology 101 — Behavior you want repeated must be recognized and rewarded immediately.

 

6. Don’t keep your people informed. If you don’t tell them what’s up, the rumor mill will. You’ve got to communicate not only the good, but also the bad and the ugly.

 

5. Don’t develop an employee retention strategy. Employee retention deserves your attention every day. Make a list of the people you don’t want to lose and, next to each name, write down what you are doing or will do to ensure that person stays engaged and on board.

 

4. Tolerate mediocrity. A-players don’t have to or want to play with a bunch of C-players and they will come to resent the need to carry the load for any slackers you keep on payroll.

 

3. Don’t do employee-retention interviews. Instead, you wait until a great employee is walking out the door and conduct a posthumous exit interview to see what you could have done differently to keep them on board.

 

2. Don’t have any fun at work. Where’s the written rule that says work has to be serious? The notion that work cannot be fun is actually counterproductive. The workplace should be fun. Find ways to make work and/or the work environment more relaxed and enjoyable and you will have happy employees who look forward to coming to work each day.

 

1. Micromanage everything. Squash creativity and innovation in the bud by telling them what they need to do and exactly how to do it. Don’t tell them why it needs doing or why their contributions are important. And, above all, don’t ask for their input on how it might be done better.

 

For more from Mel Kleiman, visit the Humetrics blog.

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Data Driven Decisions

Posted By Erin L. Lasch CAE, Thursday, November 2, 2017

By Ernie Hartong, ARCSI Executive Director

 

Thank you to the 131 people who submitted data for our 2017 Benchmarking Survey. I am a firm believer that data driven decisions are most times, if not always, better decisions. This year’s survey cannot only help you make decisions for your business, but also helps our staff make better programming decisions.

 

Here are a few highlights:

  • 56% of the respondents had gross sales of less than $500,000, and 18% were over $1 million, numbers which certainly reflect the ARCSI, A Division of ISSA membership.
  • 35% of the respondents reported a growth rate of more than 10% in 2016
  • The largest number of respondents came from the south region, 43%
  • 34% of the respondents have more than 200 repeat clients
  • Only 39% reported a formal training program with testing
  • Not surprisingly, the top business challenge was recruiting & retraining quality employees
  • 65% of the companies that reported a turnover rate of less than 10%, pay $13-$15 per hour

The downloadable version of the complete survey is available in the ARCSI Online Store. It is 30 pages of data and information that will allow you to see how your business compares to the rest of the industry and can help you make better data driven decisions.

 

This and That

 

Thank you gain for everyone who helped in making our 2017 Show and Convention a success. The new “Residential Pavilion” received rave reviews from the attendees and the vendors. Mark your calendar now for Dallas, October 29 – November 1, 2018 and plan to bring your Halloween costume. Remember, everything’s bigger in Texas!

We are nearing the end of our first year with our merger with ISSA. I believe it has gone well and we have been able to provide members with additional resources and we certainly have received great staff support from our colleagues in Chicago. Their help will allow us to launch several new programs in 2018.

 

Send me your comments regarding what you would like to see us do new in 2018, or improve upon with our existing programs. We can’t fit it, if we don’t know about it. Email me at ernie@issa.com.

 

See you in Tucson in April!




P.S. Halloween is the best time to have grandkids! 

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Pricing Is a Critical Component for your Business

Posted By Erin L. Lasch CAE, Tuesday, October 17, 2017

“If you don’t get the pricing component correct, you will suffer in your business,” Debbie Sardone told attendees at the October 10 Hot Topic Tuesday from ARCSI, A Division of ISSA. Debbie is a leading expert in the cleaning industry, starting her business Buckets and Bows out of the trunk of her car and growing it to one of the largest maid services in the country. Her global consulting business, The Maid Coach, also helps maid service owners get where they want to be in business.

 

You need to do your research Sardone told the audience because “pricing is definitely geographical.” That means there is no standard pricing for the industry. Pricing will vary depending on where your business is. Sardone said that unfortunately, “with a lot of companies, their pricing does not reflect their area of the country.”

She stressed the need to make sure owners are “fully aware of the prices in your area.” She suggested calling around and getting some quotes so you can compare your prices to your competition.

 

But, as a member of ARCSI, A Division of ISSA, you have joined the ranks of the professional community. What does that mean for pricing? Sardone urged owners to stop comparing their prices with the cheap underground community. “If you are truly a professional, compare yourself with other professional companies.”

 

As a professional cleaning company, Sardone explained that the pricing formula will be a little different. As a professional, your prices will be higher because customers will be paying for your experience and your expertise.

 

If you missed Debbie’s Hot Topic Tuesday, you can download the call from the ARCSI online store as soon as it’s available. All Hot Topic Tuesday calls are available for free download by members in the store. Check out many of the past calls and discussions that you may have missed.

 

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Thank You to Our Show Volunteer Team

Posted By Erin L. Lasch CAE, Wednesday, October 11, 2017

“There is no ‘I’ in team, but we sure are glad there is ‘u’ in our volunteers!”

 

Image result for volunteer quotesIf you have ever been to the ISSA/INTERCLEAN North America Show (previously known as the Cleaning Convention), you know just how busy and overwhelming it can be. Hopefully, to the attendees’ eyes, everything goes as planned – speakers start on time, evaluations are distributed, registration runs smoothly, the booth is manned, etc.

With only three people on the ARCSI staff team, getting everything done that needs to be done if quite literally impossible. In come our wonderful, talented and generous volunteers! Without their help, our well-oiled machine would run like car with wooden wheels, which is to say not well.

 

 We want to be sure we recognize the many attendees that pitched in this year – your contribution is truly appreciated!

 

2017 ARCSI Show Committee

  • Amy Wiggs King
  •  Mitch Baker
  • Roger Borges
  •  Vicki Brown
  • Kim Galbraith
  • Suzanne Hayzlett
  • Marlo Kanipe
  • Yusuf Mehmetoglu
  • Coreen Recob-Merry
  • Tanya Schoepflin
  • Warren Weiss

 

2017 Show Volunteers

  •  Gosia Baran
  • Gemma Beylouny
  • Molly Bloomquist
  • Paul Fried
  • Kim Galbraith
  • Kim Graham
  • Michael Grecky
  • Suzanne Hayzlett
  • Marlo Kanipe
  • Asha Patel
  • RJ Patel
  • Greg Smith
  • Sharon Tinberg
  • Pamela Trickett
  • Amy Wiggs King

 

Thank you to our volunteers! We couldn’t do it without you!

 

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At the Show!

Posted By Erin L. Lasch CAE, Tuesday, September 12, 2017

By Erin L. Lasch, CAE, Director of ARCSI Communications

 

This week, I am at the Show. What does that mean? It means that we are living and breathing ARCSI and INTERCLEAN 24 hours a day this week. We come together with our cleaning counterparts and put together what we hope is a quality education program filled with ample opportunity to network with your peers.

 

We focus on education, knowledge, training and learning. We want our members that attend this event to have clear takeaways when they leave. We want our attendees to be able to identify what it is they learned, how they can take it back with them to their business and then use it immediately.

 

To that end, we have great speakers. We have Nancy Friedman kick off the 2017 Residential Cleaning Connection track at the 2017 Show talking about the “forbidden phrases.” What are the things you should never say to a customer????? You would know if you were here. In another session, Pam Washington didn’t even have standing room left. Attendees were sitting on the floor and lined up in the hallway to hear her session and learn how to build their dream business. We closed the day with our roundtables, beginning with one large roundtable lead by Liz Trotter. The topic – hiring! Hiring is a huge concern for this industry and during this forum, attendees were able to ask questions and get answers and ideas from lots of other attendees.

 

Does that education sound valuable? You better believe it does!

 

Now let’s talk about the other side of the Show – the networking, connecting and fun! Our attendees have a strong bond with each other. They have put their hearts and souls into their businesses and they have a genuine affinity for those who do the same. They are like family. They come to the Show every year to visit, reconnect with old friends, make new contacts and build relationships.

 

The Show every year is more than a conference. It’s almost like a “family reunion on steroids.” So when I say I am at the show this week, I am at the Show. I am helping to put together the education and networking events so my ARCSI family has a place to come together!

 

If you missed the Show this year, make a promise to yourself to come next year! You won’t be sorry you did.

 

See you in Dallas!

 

 

 

 

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Handling the Irate, Sometimes Abusive Caller

Posted By Erin L. Lasch CAE, Friday, August 25, 2017

By Nancy Friedman, Customer Service Expert, President, Telephone Doctor Customer Service Training

 

If your job entails taking calls from unhappy, irate callers, you’ve got your work cut out for you. Employees who deal with callers are especially vulnerable to outbursts from customers who are going through an emotional, stressful time.

 

Handling this type of customer takes time and training, but it can be accomplished effectively. Here are some of the Telephone Doctor’s best techniques for turning unhappy callers into satisfied customers.

 

Get Off on the Right Foot

 

Realize that upset angry customers are not unhappy with you, but with the situation. Don’t take a caller’s hostility personally. You are merely the rod that redirects the violent lightning. You can do a great deal to diffuse a caller’s anger before you ever pick up the phone. How? By smiling before you answer that call. You can really “hear” a smile over the phone. It’s very difficult to be rude to someone who is warm and friendly.

 

Anatomy of a Hostile Call

 

There are four basic steps to handling an irate caller. Telephone Doctor calls them our ASAP techniques.                                                           

 

A - Acknowledge the person’s feelings and apologize for the inconvenience the customer has encountered. Make an effort to be sincere. In today’s impersonal society, it’s incredibly rare to hear the words, “I’m sorry that happened. Let me get the ball rolling to fix it.” You’ll probably spend about 80 percent of your time massaging the caller’s feelings and 20 percent solving the problem.

 

S - Sympathize and empathize with the caller. Phrases like “I can understand why you’re upset” can help soothe ruffled feathers. Pretend it’s are calling. Then get busy solving the problem.

 

A - Accept 100 percent responsibility for the call.  Don’t worry about the fault.  This is probably the toughest part. Chances are excellent that you had nothing to do with the problem. However, it’s your job to take the responsibility and help initiate a solution.

 

P - Prepare to help. Begin by re-introducing yourself – callers don’t usually remember your name. State that you will be able to help. Use the caller’s name, if possible. This helps to diffuse anger. A willing attitude is essential, because if the caller senses insincerity or indifference, it will cause them to stay angry. It’s exasperating to file a complaint with someone who obviously doesn’t care.

 

Excuses

 

Never make an excuse to a complaining caller. No one wants to hear “The computer is down” or “I’m the only one here.” Or “We’re short staffed” That is your problem, not the caller’s. When you give an excuse, the caller automatically hears “I’m not going to help you

 

Transferring Calls

 

Sometimes you’re not able to solve the problem on the spot. Many times, you need more information from another department. Perhaps the call needs to be handled by another person. Although these are legitimate courses of action, they usually upset your caller all over again.

 

If you need more information, TELL the caller. Ask them if they’re able to hold while you obtain it, or would they prefer a call back. “Joe, I need to check with our claims department to answer your question. It will take two or three minutes, are you able to hold/wait while I check?” Avoid untrue, frustrating phrases like “Hold on a second.” Nothing takes a second.

 

If you need to transfer a caller, if you can, let them know the name of the person they’ll be speaking with. It’s also good to explain a reason why you’re bringing in a third party. “Joe, Mrs. Smith in our claims department is the real expert in resolving your type of situation. May I transfer you directly to her?”

 

The ASAP technique works! Try it and see!

 

# # #

 

Nancy Friedman, is back by popular demand this year, speaking at ARCSI.  She will also be speaking at ISSA this September 2017 as well.  Her formula for customer client success has been proven over and over, with her ideas, tips, skills and techniques.   She is the spokesperson in the popular DVD and on-line training platform, www.serviceskills.com.   Nancy is the author of 9 books on Customer Service, sales and communication skills.  She can be reached at 314 291 -1012 or www.nancyfriedman.com or nancy@telephonedoctor.com  Follow her at: Nancy Friedman, Speaker on LINKED IN, TWITTER @telephonedoctor and Telephone Doctor Facebook and receive her daily customer service tips.

 

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The Value of Training and Certification Programs

Posted By Erin L. Lasch CAE, Tuesday, August 22, 2017

Instead of fancy branding, invest in training.

 

By Cloud Conrad

 

Conrad, CloudOne of the many benefits of membership in ARCSI is that it seeks to elevate our industry’s image and, in turn, its members in their marketplace. Members enjoy a halo effect, but without continuing to deliver value to consumers that glow may fade. Continuous value delivery, through professionalism and expertise, validates the services we provide as a critical component of quality of life for families everywhere.

 

How might we offer continuous value delivery to improve quality of life?

 

In my role at Maid Brigade I have researched customer preferences using various means over several years. And there’s one point on which all survey data is consistent: the Number One criteria people seek when they choose a cleaning service (and the Number One criteria they evaluate their cleaning help on) is consistent quality.

 

It’s not really a surprise, is it? Maybe your own research supports this finding. If not empirically, you probably know it anecdotally. More than one prospective customer has probably told you that the reason they are interviewing cleaning services is that the one they just fired started out great, but the quality deteriorated over time. Maybe, sadly, you’ve heard this from a regular customer asking to have her key returned.

 

Why does this happen? Cleaning services consistently train new hires when they come on board. Most use the same training with every one of them. The cleaners, new or old, are given the same supplies every morning at send-off. They are instructed to perform the same regular tasks from visit to visit. They are evaluated using the same form every time. They approach customer homes the same way on every visit. Pricing may even be based on the assumption that homes are in the same condition every time, but history shows that most homes are not in the same condition or have the same sorts of soils, in the same spots, from visit to visit. And what two customers have the exact same combination of surfaces in their homes anyway?

 


Several years ago, one of our employees did not notice, or realize the importance of the fact, that the tile shower she was cleaning had a marble seat and threshold. She used the normal acid based tile cleaner. It etched the marble on the seat and threshold. We hired someone to polish out the damage and satisfied the client, but it cost $700 to do so. A better understanding of surfaces would have saved us considerable money and hassle.


 

So, how does a cleaning business owner equip their staff to deliver consistent quality when there are so many varied cleaning challenges to overcome in the course of a day? How can you know with certainty that your staff can make the right game-time decisions to uphold your reputation, one cleaning visit at a time?

 

Motivation, mentoring, and measurement are all contributing factors to reliably delivering consistent quality. But, as in many other scenarios, knowledge is power. Mastery is the truly elevating factor because it is internal to the employee to draw from at the moment of truth – all others are constructs you create back at the office.

 

Certified results.

 

For house cleaners to achieve professional results regardless of what cleaning challenges they encounter in any given home, they must achieve mastery. Recognizing different surfaces and soils and understanding how to leverage chemistry and equipment to work efficiently and effectively based on these combinations is essential to consistent quality in a very inconsistent environment.

 

Many cleaning business owners don’t possess this knowledge and even if they do, they don’t have the time to share it in a way that translates to predictable results and consistent customer ratings. Plus, the rate at which new home flooring, counter top, wall and appliance materials enter the market is accelerating, meaning that training content is dynamic – regular review and revision is necessary to keep pace with trends in materials.

 

The value of giving the house cleaning technician the knowledge and power that advanced skills training provides is significant and worth the time, energy and lost revenue that thorough training requires:

 

PRODUCTIVITY – no wasted motion, supplies or time

 

REDUCED LOSS TO CORRECT MISTAKES – the better skilled the cleaners, the fewer the re-cleans, repairs and replacements

 

MORALE – money talks, but studies show that employees get personal reward from a sense of mastery

 

MOTIVATION – employees are attracted to the elevated status that advanced training creates

 

REDUCED EMPLOYEE TURNOVER – your investment in employees (the good ones at least) breeds loyalty and those who have the opportunity to enjoy mastery tend to also be the sort to gladly share their knowledge with others on the team.

 

EMPLOYEE REFERRAL – happy employees invite their friends, neighbors and relatives to apply when you have job openings and best of all, they vet these applicants for you

 

CUSTOMER REFERRAL – consistent staff boosts consistent quality, which makes customers happy, happy customers talk, and referred customers are usually your most valuable

 

A story worth telling.

 

People seeking work in our industry have many options these days. All other things being equal, job seekers will gravitate to places that offer skills and advancement (at least the ones we’d all love to hire). Therefore the well-planned, well-executed training program deserves its place in marketing communications.

 

Our research also indicates that most customers today want to support businesses that treat their workers well. Training programs expand a cleaning company’s ability to resonate with these socially conscious consumers.

 

The media cares about what consumers care about. Supporting hard-working people by offering them the opportunity for free advanced skills training is a happy news story and might draw some positive attention if packaged correctly.

 

Member resources.

 

Numerous options are available for ARCSI members when it comes to professional training and certification for the house cleaning technician. Invest in pre-packaged training modules after comparing different offerings. Be sure to look at the scope of each program to make sure it is as thorough and inclusive as possible. It’s a big undertaking but combining existing programs or creating one from scratch is possible if you find that no existing solution(s) are adequate for your needs.

 

By committing to a training program that includes certification, continuous value delivery really is possible while contributing to the improvement of quality of life for the consumers of residential house cleaning service.

 


 

Cloud Conrad is VP of Brand Strategies at Maid Brigade, a franchised house cleaning service with locations in the US and Canada. She is an ARCSI member and is Vice-Chair of the IICRC Technical Advisory Committee for the House Cleaning Technician certification exam. Prior to joining Maid Brigade in 2003, she spent two decades in account strategy and media planning for marketing and advertising agencies. She lives outside Atlanta GA.

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The Importance of Family Meetings

Posted By Erin L. Lasch CAE, Friday, August 11, 2017

By Henry Hutcheson, Family Business USA

 

Working in a business is tough. Employees are trying to get ahead, develop their skills, and impress their boss. Most likely they are competing with a co-worker for advancement. At the same time, managers and owners are trying to develop and execute successful strategies while trying to groom their employees. And this whole dance occurs in an environment of aggressive competitors, choosy customers, and margin-squeezed suppliers.

 

Now imagine that this business is a family business with a mom, dad, son, daughter, son-in-law and maybe a nephew, all with different skills, life goals, and relationships with each other. No wonder over 66% of all family businesses don’t succeed to the next generation.

 

As Steve Forbes stated at a CEO Forum, communication is the key to success for any family business. Family Meetings are one of the best ways to improve communication in a family business. Here are some simple guidelines for family businesses to improve communication by holding effective family meetings.

 

1)      When in doubt, include everyone

Clearly you include the family members in the business, regardless of their role. Yes, maybe the cousin is working on the factory floor, or maybe your sister is only part time. You also need those who are not working in the business, but are directly related, and spouses. Exclusion can create animosity and suspicion, and partners are typically the closest confidant, and strongest influencer, to the working family member.

 

2)      Start with developing a code of conduct

The purpose of the code of conduct is to lay the ground rules of how the meetings will take place to ensure that everyone gets a chance to be heard, and that behaviors that impede communication are left outside. The key to an effective family code of conduct is that it must be created from scratch by the family members themselves.

               

3)      Active listening

Many people think this phrase means to pay attention, but that is only part of the definition. The other part is to prove it.  This is done by paraphrasing back to the speaker what you think you just heard and asking them if they understood correctly. This does not mean you necessarily agree with them. But without knowing they have been heard, the discussion grinds to a halt. The Harvard Program on Negotiations includes active listening as a core module.

 

4)      Hold meetings regularly

They can be weekly, monthly, quarterly, etc. But the important thing is for everyone to know when the next meeting will occur.  Left open-ended family members with issues to discuss can feel that others want to avoid their topic, and animosity can build towards whoever is responsible for scheduling the meeting. Either have a regular schedule or schedule the next meeting at the end of every meeting.

 

5)      Plan the meeting

Be sure to allocate enough time for the meeting, give everyone a chance to put their item on the agenda before the meeting, and leave time for open discussion. By doing this, everyone can be assured of getting a chance to speak and be heard.

 

6)      Facilitator

Family meetings can become awkward if there is a disagreement. Other family members will jump in, or get dragged in, and try to resolve the impasse with good intentions. Unfortunately, this usually results in the feeling that “people are taking sides”. Moreover, as the designated or default coordinator has some power, suspicion of their true motives can exist. An experienced facilitator who has no vested interest in the outcome can help keep family meetings on track.

 

7)      Incorporate some fun

It doesn’t have to be much, but something that reminds everyone that we are here because we want to be, not because we have to be. You could begin each meeting with each person recounting an interesting encounter since the last meeting. Or ask an amusing question to answer: What five foods would you want if stranded on an island, etc. Everyone can answer or you can simply rotate turns at each meeting.

 

Family meetings are a great way to improve communication in a family business. Some thought and planning are required to be effective, but they are indispensable to the success of the business and the family.

 


 

Henry Hutcheson is the founder and president of Family Business USA, He grew up working for his family’s business, Olan Mills Portrait Studios. Henry has spoken to family business groups across the county, has been a family business columnist for three newspapers, and his work has been featured in numerous magazines and newspapers including Forbes, Fortune, Inc, and the Wall Street Journal. Henry will be leading two sessions in the Residential Cleaning Connection package at the ISSA/INTERCLEAN Trade Show and Convention in Vegas. Click here for more details.

 

 

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more Calendar

5/18/2018 » 5/19/2018
IICRC House Cleaning Technician Certification Class (Baltimore)

5/29/2018
Hot Topic Tuesday: Happy Memorial Day!

6/21/2018
Residential Networking Event

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