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Steve Marr Blog

Steve Marr's contributions
Category >> Management
May 14

Working Through Staff Concerns and Complaints

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Often, staff members may become exasperated and frustrated and begin to express general complaintsA woman was expressing sorrow at her great distress, and Elisha asked, "What shall I do for you?" (2 Kings 4:2 NASB).

When complaints come, ask the person to define the issue, and tell you what is exactly getting them down. We don’t need to be defensive, we are just looking for valid information.

May 10

Doing Background Checks

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Business leaders should consider background checks as part of the hiring process. King Solomon wrote, “The naive believes everything, But the sensible man considers his steps” (Proverbs 14:15 NASB).

An unfortunate reality today is many people misrepresent their background. ADP released a study a few years ago stating 50% of job applicants provided one or more material misrepresentation on an employment application, résumé or during an interview.  

A number of background checks may be completed, based on the workplace situation. Criminal checks would be in order when personal care is given to children, or others. If a perspective employee has a criminal background you may want to restrict the possible jobs, or not hire at all. You don’t want to put a convicted embezzler in charge of an accounting department, or be given unlimited accesses to the cash register. Those with a violent history may set you up for lawsuits if you failed to check the background and they injured an employee or customer.

May 07

Ensure A Reliable Supply Chain To Serve Your Customers

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An easily overlooked item is the ability to keep a reliable flow of merchandise moving. Scripture relates, “Israel then mustered its army, set up supply lines, and marched out for battle” (1 Kings 20:27 NLT).

As you go into battle to win customers, you can only deliver effectively when your supply lines are set and you are able to receive products promptly.

Apr 30

Empower Your Sales Team To Fix Problems

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Offering a listening ear to customers with a complaint is a good first step, but most people want you to go beyond just listening; they want you to take action. The prophet Ezekiel wrote, “My people come pretending to be sincere and sit before you. They listen to your words, but they have no intention of doing what you say” (Ezekiel 33:31 NLT).

Instruct your staff to listen carefully and well to complaints or concerns, and to take notes as needed to remember the specifics of the issue. Also, instruct them as to any action they are empowered to take. If your policy is to say no in a specific instance, then prepare your staff to explain the policy to customers.

If you or other managers are the only ones granted adjustment authority, instruct your staff to make the referrals to you promptly. No customer wants to go through a five-minute story, only to be told to tell the same tale of woe to a manager before anything can be done.

Apr 08

Cut Costs With A Trailer

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Fuel and vehicle costs are a burden to any small business. One opportunity to consider in reducing costs is to consider a trailer instead of a large truck for business. This is an opportunity for savings overlooked by many. Ruth was in need of food, “So she went out and began to glean in the fields behind the harvesters” (Ruth 2:3 NIV). She found an opportunity missed by others.

As gasoline prices continue to rise, along with the operating costs of trucks, we  should give some thought to other options that may work.