The People-Centered Mission of Your Employment Solutions
At age 75, Harland Sanders, better known as Colonel Sanders of KFC, sold his successful franchise to a buyer who then continued to grow the company to global recognition. The Colonel was no spring chicken and he understood that the key to his success was the secret recipe of “11 herbs and spices.” KFC believed that the recipe was their biggest point of distinction and went to great lengths to keep the recipe confidential – even unto this day. They understood it was their greatest resource and they perfected it.
Just like with the white suit-wearing Colonel, Your Employment Solutions also recognizes one of its keys to success and it is reflected in our mission statement.
YES Mission Statement
“Deliver the right people, on time, the first time.”
That statement epitomizes our goal and purpose as a staffing company. YES’ employees are the key to its success and the ability to match and deliver those employees to the right client/job is paramount. As YES grows and expands its services to different sectors along the Wasatch front that philosophy will never change.
Origins of YES
This past year Your Employment Solutions (YES) celebrated its 20th anniversary. It’s amazing to think back to its start and how quickly the time has passed. Even more humbling, I can remember it all and have lived the experience with YES – I know I’m getting up there.
YES was started by a local moving & storage company who formed it as a resource to help during their busy season. I began work with YES early in 1996 and Reed Laws started later on that year when we strictly staffed for local moving and storage companies. Neither Reed nor I had any previous staffing experience, but we knew the quality of the employee was paramount to success.
Fulfilling the YES Mission
One of the ways we ensure the right employee is to qualify them with a variety of tests. With the help of many of our clients, YES utilizes tests/qualifiers to help determine the best fit for their needs. Some of the tests administered to potential employees include math, dexterity, order selecting, safety lifting, measurement, dolly, and physical capabilities. These tests try to mimic as close as possible some of the duties or motions the employees will be doing. They are used to help us match ability, desire, and experience for our clients.
Once the employee has been identified, delivering the employee is just as vital as the screening process. Each client has their own on-boarding process that needs to be followed. Delivering could be anything from a pre-employment drug test, a background check, safety training, company orientation, or to make sure they show up to the job with a particular type of work boot or safety equipment.
Staffing is a People Business
It has been said that people are the greatest asset a company has. Without question, that is true in our industry. The success of our clients is dependent on our ability to staff them timely and properly. Currently in Utah, due to low unemployment we are facing a tougher climate and with “NOW HIRING” signs showing up everywhere–the need for more qualified workers is great.
Regardless of the times, the fact remains that employers need the right person to fill their jobs to be successful. Yes’ ability to deliver that person is a prime component of our business model, and like the Colonel’s delicious secret recipe, we will continue to go to great lengths to perfect it.
Since the beginning of civilization human relations have played a crucial role in the development of our social, political and economic culture. We naturally want people to treat us the right way and by doing so we continue to develop a relationship with that person. There is really no surprise that we feel the exact same way not only about the people that we surround ourselves with, but also the companies that we associate with. When was the last time that you went back to a store where someone was rude to you? Or when did you do business with a company that treated you like just another body? There is nothing wrong with wanting to be treated special, we all want that, but the one question we need to address is what does a company need to do to get your Loyalty? Or in other words, what is good customer service?
We all know that good customer service is crucial, but when we try to define it, not everyone is in agreement. To some, good customer service is as simple as fixing someone’s problem and offering a solution. To others it means lots of smiles and politeness. The truth is there is not a right or wrong answer, because there are to many factors of what makes great customer service “great.” You may have to look at the company that is fighting for your loyalty and see how they define customer service and see if it’s the right fit for you.
Santi’s Guide to Customer Loyalty
I have had over 14 years of customer service experience and I want to take this opportunity to share some of the wisdom picked up over the years. Hopefully I can shed some light for the ones that are still baffled by the great mystery of creating loyalty.
Stop trying to over butter your customers: A lot of companies will try to sell you this world and next, stop listening to so many pretty words and go to the core of the issue. Flattering customers wont create loyalty, helping to find a solution to their needs does.
Don’t make your customer wait: You know they say that patience is a virtue, but not in this case with your customer. If you fail to respond properly and in a timely manner it WILL have a negative impact on your business you could lose potential clients. Word of mouth is one of the most important advertisements most companies have, if you fail to help someone or you made them unnecessarily wait for along time, people will find out about it.
Be empathetic and not sympathetic: Chances are that you are going to be dealing with a lot of angry and sad customers. One big mistake I have learned over the years is learn the difference between sympathy and empathy. Sympathy is getting involved with the customer’s emotions, people will usually say “sorry” or “that’s too bad” but that is usually insufficient to solve a customers problems. Empathy not only communicates that you understand the problem, but also that you can relate to it. I can understand why you would feel that way, and you are not alone.” Show them that you care.
Find a solution: Finding a solution is probably the most important step in my guide. Some people may argue that there is not always a solution but let me disagree with all of them and tell you that THERE IS ALWAYS A SOLUTION. It may not be the solution that they are expecting but you can guide them in the right direction and this will always be appreciated.
I’m lucky enough to be loyal to the company I work for. From day one they treated me like a real person, they never made me wait, they have understood my problems and limitations and have worked with me when difficult situations arise. They planted a small seed that first day with kind words and proficiency and that seed, with lots of care and empathy, has grown to loyalty.
Be there. Be in the moment of your life. Don’t let the little screen get in the way.
How many of you have gone out to eat with friends or family and at some point realized that every single person was on their phone
Between Snapchat, Instagram, Facebook, Twitter and so many other apps, do we ever have time to just hang out with people like we used to?
I know this is a big issue now days with all the social media, especially with the younger generation, but I wanted to address this issue in the workplace with adults. Not that it is necessarily an issue here at YES, but something that I feel we can all work on.
We are all adults and most of us do have work to go to. Yes, work can be awful for some people while others really enjoy it. Even if you do have a hard job that you don’t like so much, there are still good things that happen in your day right? I have found that I will sometimes miss a funny moment or miss becoming part of an “inside joke” when my coworkers are talking, all because I just had to check Instagram. When I do this, I am cutting myself off from my coworkers and doing so will eventually put a strain on the relationships at work.
That is no good!
Sometimes I will be interviewing a candidate and their eyes literally never come off their phone. When I ask them to please put their phone away during the interview they either get shy and embarrassed or almost act offended.
When did it become okay to be on your phone when you’re in the middle of a conversation with someone let alone an interview??
This kind of behavior has to stop! We have to learn to be IN the moment again! Not only will it make our lives more fun, but also it is also respectful to give someone your full attention. Surely that’s not too much to ask for right?
My advice is to just be there. Be in the moment of your life. Don’t let the little screen get in the way of the big important REAL things of life. Of course it’s fine and fun to check out social media every once in a while but don’t let it take away from your time at work! If it’s “slow,” start up a good conversation with your neighbor, tell a story, give suggestions, do something, just BE THERE. Don’t sit there in silence staring at your phone screen wishing you were somewhere else!
Life is hard, but there is some good in everyday and it’s up to us to recognize it.
Over the past couple of weeks and months I have been involved in various meetings and experiences where the topic of focus/concentration has come to the forefront. It has stirred in me some thoughts and forced me to consider my own ability to give of myself and truly focus on other people.
We are so constantly inundated with new technology, social media posts, information overload, and a long list of “to do’s” in life that it is a challenge to concentrate or focus on about anything.
I had an experience when I was talking with a co-worker and during our conversation I found myself leaning over to my computer and working on a spreadsheet while I was listening to them or pretending to do so.
How rude and inconsiderate! During that short time I couldn’t give my full attention and truly listen to their needs and wants. What did I miss or miss out on because I didn’t listen or give priority to our conversation?
In all we do we will be far more productive and caring with a little focus/concentration. From staffing, to hobbies, to school, or our relationships with people; if we will develop the skill of focus and concentration we will be far better off.
Staffing is the people business. Individuals expect and deserve specific attention/focus when we try to help them find a job. Employees and co-workers will feel our care and concern for them, and in return will be better at what they do.
I have learned that life will be fuller and more rewarding when I take the time to give all my attention to whatever person or activity I am engaged with.
Sometimes multi-tasking isn’t really all that great of a skill-set.
Why Do I Love My Job at Your Employment Solutions?
Have you ever worked for a company that you dreaded so much that even the thought of stepping on a Lego in the middle of night would bring more joy than having to go back to work the next day?
I used to have this same feeling before I started working for Your Employment Solutions and here are a couple of reasons why.
I love helping others; I guess you could say it’s in my blood. I get to have face-to-face interaction everyday with people that truly are in need. You never realize how much simple interaction can mean to someone until you experience it yourself.
Helping others makes me feel like I have a reason to be here. I get a sort of fulfillment out of making other people feel better or helping them out in times of need. Helping others is like helping yourself; it gives you this pride within yourself to know that one person can make a difference, no matter how small it may be. It brings me pure joy to know that something as small as smiling at someone or saying hello can change their entire day.
The love I have for this company is beyond explanation. Though I have been here for only a short time, I’ve grown to love my coworkers like family. It’s my home away from home. They are all wonderful people and unless you knew, you would never know the difference between upper management and us as the account managers. We are all treated equally, regardless of our positions.
I enjoy the sincere appreciation I receive from not only my boss, but also the people I work with. A heartfelt “thanks” goes a long way to improving my attitude and productivity.
Whether it’s with a client or employee, I’m challenged with something new everyday. By running into new challenges, I am constantly learning, it doesn’t matter how long you’ve been in the industry, you can always learn something new.
My coworkers have also been great mentors; since working at YES. I’ve learned to pick my battles, don’t sweat the small stuff, worry about right now because tomorrow can wait. If you do not fill a position on time, it isn’t the end of the world. We deliver the right employee, first time, every time; we don’t just send a warm body.
Starting in the staffing industry isn’t easy, you have to have some pretty thick skin. One small thing being done incorrectly can cause a lot of big issues. I’ve been lucky enough to work for a company that wants you to succeed and with success comes criticism. It is no secret that I am a sensitive person, I’ve had to overcome a lot of weaknesses to prove myself. We all know that it isn’t easy being told that you’re doing something wrong when you have thought all along you were doing fine. I have a boss that can let you know what you’re doing wrong, but have you leave her office feeling like you’ve accomplished something because you now know what you need to work on and how to do it.
As you can see, working for Your Employment Solutions has been a life-changing experience for me and it’s only the beginning. Finding a job that provides the opportunity to help others in a company that challenges you to succeed has been amazing.
What Customer Service Means at Your Employment Solutions
Customer service can be defined as “the provision of service to customers before, during and after a purchase,” as Wikipedia defines it.
Or as according to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.”
Here at YES, we definitely believe both definitions to be true. However, we also offer a form of customer service all our own. And we take pride in it!
We’d like to share some of the great examples of what customer service means to the employees of Your Employment Solutions.
Definition of Customer Service
“Customer service to me means instead of them feeling like a number at the DMV they actually feel like they are a person and we are here to take care of them and not just have them run through the process and just be another number.”
– Jesse Ivie, Ogden Account Manager
“Being the face of the company to the customer – Being prepared to answer questions and provide service and assistance with courtesy, respect, and timeliness.”
– Stephanie Harpster, Human Resource Assistant
Keys to GOOD Customer Service
“Good customer service means helping customers find what they are looking for. Following the basic procedure of your trained skill set. No more, no less. “
– Heather Barrett, Logan Account Manager
“Good customer service means courteous and efficient care of any client or customer.”
– Logan Laws, Salt Lake Lead Account Manager
What is EXCELLENT Customer Service?
“This is when you step out of your comfort zone and go the extra mile to serve a customer. It may mean learning something new or going outside of your typical area of expertise, but that you are willing to try to help someone no matter the cost (usually time is the only cost of excellent customer service)”
– Jarum Stone, General Manager & Safety Manager
“Taking it to the next level. Thinking ‘how can I help this person to the best of my abilities?’ versus ‘how can this person help me?’”
– Chris Walker, On-Site Salt Lake Account Manager
“Going above and beyond to help each and every person that you can. As well as doing all you can to be friendly, patient, and helping give the best quality that you can. Letting that person leave feeling valued and needed.”
-Danielle Freideman, Ogden Account Manager
How Does YES Provide EXCELLENT Customer Service?
“What I do in my current role at YES to provide excellent customer service is provide job seekers with the best job opportunities I can find them and where they can excel in, to provide anyone who walks through our doors no matter what the reason, to make sure they feel welcome and make them feel like they can belong here. With clients I do my best to make sure their needs are met whether that’s filling a job order or delivering one check if they asked immediately.”
– Kenneth Vanderburg, Salt Lake City Account Manager
“What I do in my current role at YES to exhibit excellent customer service is helping the employees look for jobs in a nice manner, I take my time to listen to what their expectations are and help them accomplish what they were looking for. I make them feel comfortable and I do not rush through interviews. I let them know we are here to help with anything.”
– Lorena Avila, Ogden Account Manager
“I try to make each person that comes in feel welcome. I don’t want them to ever feel like they are just another person to me. When people come in, I try hard to remember their name and face so that the next time, I can just know exactly who they are, and what I can help them with. I think that helps give YES a good name. We make sure that all our employees feel special and that we want to help in every way possible.”
-Tyler-Lyn Scovill, Ogden Receptionist
These are only a few of our MANY amazing responses from a recent customer service survey of our internal staff.
We believe in delivering the right people, on time, the first time, and we believe that EXCELLENT customer service is an absolute necessity in order to accomplish this objective. Customer service is the backbone of YES. Our customers are our internal staff members, our temporary and contracted workers, and most definitely our wonderful clients who help us make work happen.