Human resources. Human capital. Two terms that I really don’t care for (especially the latter one), yet they attempt to describe what is usually the most important part of your business: employees.
You might think your customers / clients are the most important part of your business, but without good employees who want to take care of your clients, one of two things happens: Either you won’t have any clients or you’ll be doing all the work yourself – which sounds more like a job than it does a business. Two complaints I hear most often: “They don’t want to work” and “They don’t care like I do“.
They don’t want to work
If you have people working for you who don’t want to work, it’s not their fault. It is your company’s fault because the company hired them.
They may be lazy. You may be exactly right about why they are lazy, but it doesn’t matter. The fact that they are lazy and the reason(s) for that laziness are irrelevant. It’s relevant that the company hired them before figuring out they were lazy. Your job as the hiring manager is to find a way to figure out who is lazy (etc) and be sure not to hire them.
Repeatedly complaining (for example) that “all millennials are lazy and don’t want to work” is not only incorrect, but a waste of time. If the millennials your company hired don’t want to work, blame the broken process used to hire them. If three of every 100 applicants show the right stuff, then make sure your process finds the three.
Hiring people is easier if you put a process in place that makes it all but impossible for someone to join your team when they have the attributes of someone who can’t be successful at your place. This process doesn’t come in a box from Amazon. You can’t simply open the box and plug it in. It requires ongoing attention. It’s work. It takes time. It isn’t easy. The process needs to involve the people a prospective employee will work with, and those they will work for.
There are people who shouldn’t work at your place with your people. Your job is to eliminate them before you hire them. To eliminate each attribute that you don’t want working at your business, you add steps to the process that identify those attributes. “Drama queen” is a one of the attributes I eliminate, noting that these folks are both male and female.
Do you want to hire passive aggressive jerks who will tick off your customers? If not, your hiring process needs a way to filter out those people. Sometimes, it isn’t easy, but if you wanted “easy”, you shouldn’t have started / bought a business.
Attributes like lazy, passive aggressive, or any other that cause you to wish you’d never hired someone are no different than “must be able to lift 70 pounds”. They are a minimum qualification for employment. It isn’t the job prospect’s responsibility to apply only for jobs that they are ideal for. That might be nice, but isn’t realistic. It’s your job to sort them.
They don’t care like I do
Of course they don’t. Remember, they aren’t owners, so it will be rare that they will care like you do. They don’t have as much at risk as the owner and they sure don’t have as much potential upside as the owner.
Expecting someone to act like an owner at $10 an hour is silly. Training them to think like an owner and then giving them more responsibility (and more cash) when they act that way is a whole different thing. Some will still work hard, but won’t think like an owner. Some will work hard and think like an owner once they are trained and learn that there are things to be gained by doing so.
A rare few will act like an owner, at least to the extent they can. “These people” will start caring when they figure out that you do. That starts at the hiring time. If you find a way to stop adding lazy, crazy, and dazed to their department, they will notice. If you ask them for referrals, they won’t suggest you hire their dodgy, lazy friends. It simply makes more work for them. Instead, you’ll get the friends they trust to do their part.