What disturbed me the most was what happened at the renovation and on the subsequent "reveal day". During the renovations the team collaborated to do a spring cleaning on the salon. When Tabitha pointed out the filth in the salon and at their workstations each staff member blamed someone else on the team and the owner. No one took ownership or responsibility for their work area and said things like, "Not my job!" and, "Why should I have to help clean this place?". WOW! Then, after Tabitha's team remodeled the business and gave it an extreme makeover inside and out, aside from the owner, there was not one smile. They walked through their newly renovated, spotless and modernized salon with no enthusiasm. They appeared to completely lack interest in all the effort and upgrades that were completed, in part, for their benefit. Immediately the team members began making comments about everything they did not like. "I think there are too many colours" and "I wouldn't have picked this type of chair" or "They should have chosen new toys for the waiting area, kids won't like these" were the only things they could find to say.
To bring the team back to a more healthy level of performance, and to stop the complacency, the following steps were implemented to help raise energy and passion:
- A policy manual and procedural expectations were set and documented. Staff were advised that these must be adhered to.
- The team was held accountable to the new standards.
- The owner was also held accountable to uphold the standards.
- Training and coaching were made available to the team.
- The owner was more present and spent more time in the business
If your team is struggling and has become complacent, revisit the tips that Tabitha offers. Ensure people know their roles and the roles of others. Ensure that issues are addressed and dealt with immediately. Don't allow them to build and grow complacent with them.