The Pack: Building and Managing Your Team

Positive Reinforcement: Keeping your Team Motivated through Incentives

I am a reward-based dog trainer which means I teach a dog what to do and make that behaviour rewarding, so that they enjoy performing it and want to do it more. It’s a simple concept really: perform a certain action, receive something good, repeat behaviour. An educated dog trainer always focuses on this concept first. We may ignore an unwanted behaviour, or we may redirect, but should always be focused on teaching the dog what is expected of them, and rewarding them for it. This exact concept applies to our team. If a team member is not performing, I first need to ensure that I have taught them what is expected of them. If it is a performance issue, let’s first look at how we are rewarding our team, and we will discuss how to handle underperformers in another post.

1. Have a Structured Initiative Program
If you supervise a team, I highly recommend a structured incentive program. We work with dogs, so we give out wags whenever a team member goes above and beyond. Our management team has an outline of example tasks and/or initiatives a team member may complete, with a range of wags given for each. This ensures it is fair for all – that one manager is not over-compensating or that another manager is not giving out enough.

We track the number of wags given for each team member, and for what task. We keep these posted in an employee area so everyone can see how their team is doing. At the end of the month, one team member for our each location is awarded ‘The Biggest Wagger’ award. We reward this to one team member at the end of the year as well. Previously, we had them trade in their wags for whatever items they would like from a list of rewards. The rewards outlined how many wags were required, and they ranged from gift certificates, paid time off, store products or the option to donate to the pool for large team awards. We found that not everyone traded their items in, so now provide jackpot items throughout the year and the team earns paid time off for being the monthly or yearly biggest wagger.

2. The Timing of the Reward
As a dog trainer, you learn that timing is an integral part of the reward system. This also applies to your team. As soon as you witness a team member do something that you want to see more of, you must reward it immediately. A supervisor would acknowledge what they are recognizing and communicate the number of wags received immediately. If it is something they do not see in action, they reward as soon as they learn about it. As part of this, we are also implementing a process where we let the team know who the lead earner of wags is per week. This provides some more immediate feedback, and acknowledges a team member who may have had an outstanding week. We also encourage team members and clients to recommend each other for wags, which has created more collaboration and participation in the program.

3. Rewarding Excellence
We set the standard for care and training of dogs so focus on excellence. This means that we provide excellence for the entire customer experience. We also recognize that we need to acknowledge excellence in our team members. Our initiative program allows us to constantly be acknowledging and rewarding great behaviour, but we wanted to do more for exceptional performance.

We keep jackpot awards for these moments. We have a variety of items on hand that are not part of the rewards and give these as additional bonuses for excellence. We also do shout-outs of excellence on our employee page to recognize the team member. We may also jackpot reward in other ways. For example, recently we were short staffed and two team members came to work and gave it their all and were able to leave early. They were thrilled with being able to leave early, but we also told them it would be paid time off. It is a low cost way to show your team you truly value their commitment and hard work, and they were more deserving of this small token of appreciation. It allows regular gratitude for all the smaller things that result in large outcomes.

If the whole team is working hard, we may just do a pizza lunch or bring in a small treat. I have learned that humans are just as motivated by food rewards as dogs are! At other times, I’ve bought them all a gift certificate for a movie and dinner night out if they’ve been putting in long hours. It’s important you recognize every time they put in that extra effort to ensure your business runs well.

4. Do Not Over Reward
Do not reward every task and ensure you are rewarding when they show the initiative. We had a challenge where the manager had left a list of tasks and what wags would be earned for completion. This quickly devalued the wags and demotivated the team from putting in the extra effort when they could just complete tasks.

We also had another incident where a manager gave out 50 wags for a task that deserved recognition, but the 50 was far more than any we had ever gave out. This can be unfair to the other team, and you also need to ensure it does not show favouritism. It was an item we would see many more team members do, so should we be giving 50 wags out every time? This challenge helped us to create a clear guideline for how many wags/tasks, which has alleviated this problem.

6. Track Your Performance
And finally, a good initiative program measures the performance of yourself or others as a leader. If the team is not getting much for rewards, it is a sign that they are not providing them the positive feedback that is a crucial part of your team and your business success. And too many rewards can demotivate the team as well. They just come to expect them. So track your managers’ delivery of incentives. I have two locations, so I compare and it gives me some excellent feedback on the overall performance at each one.

If you do not have something structured in place, I highly recommend considering this. There are some great employee recognition programs that automate this entire process and help you build a culture of gratitude, recognition and rewards. Take a look at Kudos for one great option. I consider this program to be one of the most important parts of our company culture and team building, and it has brought everyone closer. Your customers and your business will thank you for it!

Questions? Email me at megan@dogmatraining.com!

Will Work For Food: Understanding What Motivates Your Team

When training dogs, you must have a good understanding of what motivates the one you are working with. Some dogs love a good ear scratch, while others may be fearful of touch. Some may follow a small piece of liver for miles, while others snub it to go play with their canine buddies instead. We cannot dictate to a dog what will motivate them, so as a dog trainer, you must quickly discover what the dog loves and use it accordingly to keep them motivated and engaged. This is no different than with an employee, however, the true benefit we have with people is that we can just ask them. Shockingly, most leaders or managers never do ask and assume they know what motivates their team. By not knowing what motivates each employee, you may experience higher turnover rates, low team morale or lack of engagement.

Motivatation matters so I’m going to cover some ways you can better understand and utilize motivation for your team.

Motivational Survey
At Dogma, I created a team motivational survey that we put out regularly to team. It may be on its own or I pull some of these questions and add them to other surveys we send out. It is an optional survey, but we encourage team members to take the short time to fill it out. We have a good response from these and we make sure to reward team members accordingly shortly after they fill it out. For example, if they say they would like a gift certificate to a certain restaurant, we ensure that’s what they get next when we jackpot reward them or as part of our structured initiative program. This demonstrates we listen to them and value the time they take to do these surveys, and that we actually do take action on them. By taking it seriously and responding in a timely fashion, you will also increase their willingness to do more of these surveys in the future.

We ask the below questions in our survey, but you can easily update these to match your business:

What aspects of your job do you find the most rewarding?
How do you want to be rewarded? What do you want to receive for a reward?
How do you work best?
What can we do to make your job easier?
What influences impact your work negatively?
How would you like to be recognized for your accomplishments?
What are some employee perks you would like to see implemented?
What are some skills you are interested in developing or classes you would like to take?
What would you like to be doing in 5 years?
What are some hobbies or special activities that you participate in?

This provides me with essential information about my team. It allows me to get to know them a bit better, help guide their career development, reward them accordingly and make changes to their work environment or structure. This helps me ensure my team are fulfilled, enjoy the people and environment that they work in and provide rewards that motivate them. Not all team members will disclose exactly what they would prefer for rewards/motivation, but by learning a bit more about them, you will have a better idea of what they look. At Dogma, we want individuals who are looking for more than just a job, so this highlights those team members that are looking for more than a 9-5. We record the results within our team documentation and typically categorize motivation into the below categories.

Money
This is the first item that always comes to mind when discussing employee motivation. People rely on their income to pay their bills, buy food and cover necessities. You should always be fair with pay, and if you want higher quality employees, paying above average wages and providing exceptional perks is ideal. Bonuses are a great way to acknowledge good performance and initiative. A good leader recognizes the value of their employees and fair pay is a great start, however, more money typically never directly equates to better performance. There is often much more that motivates an employee and makes them want to continue working with your organization. However, a cash bonus can be an excellent way to motivate/reward your team.

Acknowledgement
You may be surprised to know that this tends to be the item that motivates employees the most and the one that the most employees report that they receive the least. This can be as simple as a thank you. I would say thank you to every employee at the end of their shift and remember to do so throughout the day as they complete their tasks. It is such a small gesture that goes a long way, and it helped build some great relationships as well. It is good to know if a team member prefers private or public recognition. If they excel with public recognition, I would ensure I do this at something like a team meeting. We also use our team page to make announcements to recognize team for excellence. Recognition should be the top of your list as you can quickly make your team feel under-valued and under-appreciated if this is ignored.

Sociability
Some team members develop strong relationships with their co-workers and consider them their close friends. Some of our team members are motivated by their love of social events and enjoy anything that fosters team-building that allows them to spend more time with their team mates. Aim to schedule regular activities you can do outside of work. You do not have to pick up the tab for all of them either. We do pub nights that anyone is welcome to and they are responsible for their own food and drink (we may occasionally pay for it all, or a round of drinks or order some appetizers for all to share). We schedule yearly events such as a team bowling night every March, a team potluck bbq every September and an annual Christmas team outing every December. I also reward these team members with lunches out and with different ways we can socialize outside of the work environment to get to know each other better. Remember that not everyone enjoys large social events, so ensure these are voluntary and team can choose to not attend with no judgement or pressure.

Family
Som of your team may have families or significant others they want to spend more quality time with. These team members will be more motivated by working hours that allow them to better do this, and to have holiday time off. They would like a job that allows them to spend as much time as possible with their family or significant others. For these team members, paid time off to recognize outstanding performance is highly motivating. Also schedule team events where families are welcome or reward them with gift certificates that allow for a family outing or night out with their spouse.

Responsibility
Some team members thrive on gaining more responsibility within their jobs. They are motivated to do more and go out of their way to demonstrate their initiative to you. These are the go-getters and they love to work and learn. They are the future leaders of your company. They are motivated by the work and want to see the business do well. Be sure to provide them with the opportunity to learn more and grow within your organization. Give them special projects, let them trial any new ideas they may have and be sure to reward their drive.

Social Cause
This is a main motivation for many of my team. They are passionate individuals who believe in what we are doing. They want to improve the care and handling of dogs and believe in animal rights issues. They love and want to be involved in our support for animal rescue, with many doing much on their own to help. Most people want to feel like they are doing something to make a difference and are motivated by working for a company making a difference. By not taking part in social efforts, you are missing igniting a passion in your employees that benefits the cause, the business and your customers. Choose a cause that matters to you and be aware of what matters to your team. Ask them what causes they support and provide them avenues to raise awareness, funds, or develop special projects to promote organizations they support.

Your Business Services or Products
Many of our team were introduced to our business because of our services. We provide a majority of them for free or at a very low cost to the team. It is uncommon to have team that do not take advantage of these, and if they don’t, many aren’t long term with us anyways. We also provide pet products at cost+, including options for pet food to them at cost to help with their monthly pet expenses. Do not ignore what your business may be providing and how it can be offered as a perk to your team. These can be great perks for your team and a minimal cost to you. Often, as a special thank you to team members who are showing great initiative, I work with them personally and their dogs to help them overcome any challenges and progress their learning/skills.

Personal and Professional Development
Continuing education is important in our business and it also acts as a big reward. We keep our library of books and videos stocked, regularly provide learning opportunities, enrol them in seminars, send them to conferences, bring in speakers and more. And it does not have to be related to their professional skills. I’ve provided access to personal development workshops and programs. I’ve also helped with personal skills such as sending a previous employee to language classes. Some of these may be a part of their advancement with in the company or offered as a thank you for their work.

The Little Things
Don’t forget the little things. Like the pleases and the thank you’s. Ask your team how things are and go past the basic, “how are you?”. Remember and acknowledge big events in their lives. Give them a small birthday gift. Take them out or give them a gift for their anniversaries with your company. And do big things for when they are celebrating big milestones like 5 or 10 years. Surprise them with lunch. Bring them coffees. Extend services to their families. Help them when times are tough. Take the time to learn what motivates each employee as providing the same rewards to all may leave some feeling disgruntled or upset. Vary things, and least of all, have fun!

How are some ways you motivate your team? What challenges or successes have you had? Share in the comments below and be sure to follow my blog to receive updates!

Pick of the Litter: 10 Traits that Identify your Star Employees

It is important for a business owner to work on their business versus in their business. To do this, you require team development so that you can delegate the areas of your job that are no longer vital to your role. Many entrepreneurs struggle to delegate. Not because they do not want to lessen their work load and focus on business growth, but because the company has become their baby so they need to trust that others will take care of it, nurture it and provide the same level of commitment as they have. The first step of transitioning to working on your business is to identify your star employees – the ones who will take on important roles within your company and help it grow. They are the leaders of tomorrow and they will help take your business to that next level. They may exist within your current team, so I am going to discuss some key factors to help you identify who they are.

They Believe in your Why
If you have not read Start with Why by Simon Sinek, I highly recommend you add it to your reading list. You can also watch his Ted Talk for a summary of this inspiring concept. Your team should believe in your why; the reason you started your business. But a star employee is the one who is inspired by it, communicates it and lives it. They want to be part of your movement and are motivated to help the business achieve great things in the name of your why.

They match your core values
Core values are the underlying beliefs of an individual or organization. I wrote another post on core values and their impact on your business and team. For many years of my business, the only team we let go were team that ultimately did not match our core values. Core values are the heart and soul of your business and they represent you. For example, I consider a positive attitude a necessity in today’s world, but also a requirement to work with my business. Negativity affects the entire team, so if we identify this in an employee, we know they are not a good fit within our business. Your star employees will embody all of your core values and consider them a critical part of the business and their own lives.

They look for solutions, not problems
This is a trait of a true leader! These are unique individuals that can not only identify a problem, but they also immediately look for solutions. They do not complain about what is, but rather begin to create what could be. They do not dwell on mistakes or challenges, but instead learn from them and quickly determine the best way to address the problem. They are invested in the business, are motivated to see it succeed and will dive right in to help it grow.

They pitch in
A star employee is always happy to help out. They do not wait to be directed, but will jump right in if they see a team member or client in need. They have exceptional work ethic and want to be kept busy. They are the first to start work on a new project and are typically always asking others if they need help. No job is below them and they make exceptional leaders as they work with team versus just telling others what to do.

They want everyone to succeed
A great leader understands that we accomplish far more as a team than we will as individuals. It is not about taking all of the credit and glory. They know that true success comes from a powerful team effort. They encourage everyone and celebrate each person’s successes. They are not threatened nor show envy towards fellow team members. A star employee does not get caught up in gossip and sees the strengths and value of each of their fellow team.

They demonstrate initiative
You will never find a star employee sitting around waiting for direction or a task. They want to be kept busy and will aim to find the most efficient and effective way to complete their work. If they require a skill or information for a task, they will seek it out on their own instead of waiting for it to come to them. They are the go-getters and their initiative stands out amongst the team.

They excel with communication
Too many problems and conflicts could be prevented with improved communication. This individual understands this and has exceptional communication with both team and clients. They ensure communication is open and effective so that everything runs smoothly. They are also great at communicating their concerns so that they may find solutions. They tend to thrive because they do not keep things bottled up and suppressed, so they can resolve concerns instead of building resentment towards the team and/or business.

They are well-liked
Even if they have to make tough and/or unpopular decisions, delegate unfavourable tasks to team, or even if they have conflict with a team member, they will remain well-liked by the team. This is because they are fair, want others to succeed and have excellent communication. They are positive and that attitude is infectious to the team. A great leader treats everyone with respect, so earns that respect back.

They can make, or stand behind, tough decisions
Every business is faced with difficult decisions. These are especially hard if you know they will not be well-received by the team but are necessary for the business. It is during these times that your star employees will really shine. They will ask for clarification, express their concerns, but also communicate their support. An exceptional employee will express sympathy for you having to make this decision. If they do not agree, they can express this in a non-confrontational way, and present it to their team in a way that demonstrates full support for the decision.

They welcome coaching
Coaching could be positive feedback or constructive criticism. When a star employee receives positive feedback they are always gracious and modest about it. They appreciate the feedback, but it never goes to their head. And if they are provided with constructive criticism, they welcome it. They want to understand how they can do better and do not take this personally. These ones are hard to find, so if you have this, be sure to do what is needed to retain this team member. They will understand change and step up to any challenges as they are always looking to improve.

This is just a short list of traits that you should identify in your team when you are looking for tomorrow’s leaders. Do not wait until a burst of growth to start filling roles. Map out the future of your business, the roles that will develop and the requirements of these roles. Track your employees and watch for when they demonstrate leadership qualities. Observe them during times of stress or changes, how they interact with team, and gauge how they respond to new responsibilities and problems. Measure their performance in these areas and start to nurture their growth. These are your leaders that will take your business to greatness. Invest in them today for greater results tomorrow.

Do you have other traits you consider important for leadership roles on your team? What have your experiences been with promoting team into leadership roles? What challenges or successes have you seen? Please share in the comments below or email me at megan@dogmatraining.com!

A Dog’s Loyalty: Core Values for Your Business

Loyalty is a word that most people would use to describe a dog. It is something that we love the most about our dogs and is an extremely special trait of theirs. We would say loyalty is a core value of a dog; a guiding principle that dictates their behaviour. Core values are the underlying beliefs of an individual or organization. I consider them a vital part of my business in relation to recruiting and growing my team, client relations and strategic planning. They are my soul and they put the heart into my business.

If you have not done so already, you should pick core values that represent you and that also represent your organization. You are the leader of your business, so they must reflect your individual beliefs that you consider important traits in yourself and others. To determine your core values, begin by just writing down a list of as many you can think of. Or you can search online for lists and select the ones that mean the most to you. Core Values List is a great resource for this. Narrow down your list and take your time to ensure you pick the ones that truly represent what you and your business are about.

Once you have determined your core values, they should be predominantly displayed throughout your organization. Share them with your team and implement them into your on-boarding process. They truly do represent what you are about and assist with your team development. For the first few years of my business, the only team I removed were ones that went against dogma’s core values. You cannot teach core values, but you can coach hard skills. We also watch for this when a team member first starts with us. We will end the relationship early if the new team member consistently demonstrates anything that goes against our core values.

If you already have core values, think of ways to integrate them further into your day to day operations and ensure you lead by example and live by them. This is the most important part of them; that as a leader you must truly live by your core values. Remember them and use them to help guide your growth and decisions. I have learned I need to do more with ours and part of that review made me think that we can add some more. Currently, we have five and I would like to extend this to ten. I am going to seek my team’s input on this and have them help me select them and let me know what they think represents us. I’m very excited about this and think it will be an excellent team building exercise. Once we determine this, I am going to put them into a bright graphic format and build them more into everything we do. I will keep you posted on how it goes!

What have you learned from developing your core values? How have you felt it has affected your team? Share your experiences below in the comments!