Posts tagged business
FullStack's First Client Satisfaction Survey
 

FullStack, like many other start-ups, wants to make sure client satisfaction is at an all-time high for existing clients. Therefore, part of our strategic plan included developing a quick survey to send to them annually, here in September.

The good news was that we had 70% participation, which is actually pretty good for super-busy business owners and operators. The super good news is that we have an overall Net Promoter Score of 86% (we were aiming for over 80 for the first survey), with operational areas scoring in the 80’s and 90’s. There’s always places in which we can improve, especially in our first year, so even though we’re perfectionists, we are happy with this constructive feedback and look forward to improving.

The best outcome is that we had some REAL feedback that we have already begun taking to heart, with items we could take action on straightaway. One thing we’ve heard the most is asking for additional services to help our client owners learn about HR and collaborate, so this week, we sent our Slack channel invites to FullStack’s client leaders. We’ve already had some use of the page for private messages and questions, so we’re looking forward to continuing that and letting it grow organically among our client leaders.

It’s all part of our greater mission to help businesses emerge and thrive - You have to have connection in order to leverage knowledge in our business communities, and you have to be willing to communicate with one another to help one another succeed. We’re happy to be helping our clients do so and hope these connections will help them exponentially as they grow and evolve.


 
HR Start Up Probs
 

An attorney friend who works in the HR consulting space reached out to me, with three very specific questions, as he’s being interviewed to help grow his business.

  • What do YOU feel are the most significant employee issues that your clients face?  

  • What do they struggle with the most?  

  • What do they NEED the most (either additional internal resources or external/vendor resources, whether they realize it or not)?”

It made me realize that, although every HR issue is unique in a given space or given set of circumstances that are unique to the specific organization, they really do face a common set of issues. FullStack clients are primarily in the emerging business space, so it's the "what do we need to have" from a minimal perspective as they are starting up. Whether it’s hiring their first employee or their fourth employee, there are initial things needed - employment posters, basic handbook, core set-ups with the state (which we handle), payroll set-up, benefits elections, etc.  

Then, once we put that in place, they ultimately will face their first employee issue and face the "what precedent are we setting with what action we take". I had an interesting situation in the last few weeks where a new manager had an employee with an attitude - They were able to talk it through, the employee didn’t realize his/her actions were being perceived as an attitude, and both parties could use it to learn and grow in their roles to help themselves, and ultimately, the company. Sometimes it has that positive outcome - but not always - so we are there to coach them through best practices and follow-up.

As they grow, it's the age old HR issue of "Do we create an HR policy for the few, or do we manage for the many?". They also face common issues like, “At what point do I need a formal PTO policy, and how should it be constructed? How do I balance offering a generous policy to my employees but also making sure I have the resources I need to accomplish the work? How do I construct the policy to be advantageous and a perk to employees, while also not financially accruing a ton of time and facing a shortfall later?” . Then they also have the run of the mill HR items, including attire situations, attendance and performance situations, etc.

For FullStack, while there are patterns in the life cycle of the company, these patterns also indicate what HR problems will arise and when. However, we aren’t complacent about them in the slightest, because every organization’s own unique set of variables will alter the best practice recommendations to those problems. We love working with our clients through these issues and coming up with what’s best for the organizations and their people!


 
What #metoo Should Mean for Businesses

Between recent pressure on the film and entertainment industry, as well as the heinous crimes and cover-ups in the world of gymnastics, businesses should take current events as a wake-up call to review both current policy and practice. Here is a starting point of considerations for any business:

  • Does your company have an anti-harassment policy?

  • Is the policy written at a level that all employees in your workplace can comprehend?

  • Is it in the correct language(s) for all employees to comprehend?

  • If you have a policy, are your employees aware of it?

  • Is it in the company handbook, and if so, is the handbook acknowledged in writing?

  • Is there any type of orientation or training upon hire?

  • Is there regular (i.e. annual) refreshment training?

If you can say with certainty that all of the bullet points above are checked, you’ve got a great lead on many other businesses. But here are some additional points that businesses must ask themselves, and be forthcoming about the answers:

  • Does your culture support open communication?

  • Does your culture support a harassment-free work environment?

  • Does your business pay women and men equally for the same position with same experience?

  • Do your employees believe they can take any issue to management and have it addressed fully? Without retaliation towards them by peers or managers?

  • Has an employee ever raised a concern? About harassment or another work condition?

  • If so, how was it addressed?

So many businesses stop at the former list of bullet points; when, in reality, the latter reveals your true culture, and thereby, whether or not your workplace may have #metoo issues. Business owners must take a hard look at all points, working alongside HR, to have the minimum expectations addressed, with the culture of support to ensure the environment isn’t just tolerable for all, but ideal for all.