 Central is starting. I can't wait. Oh, they're our live Yeah, that made central event. Yeah I think today was the first day. So I heard insider information was today the first day or yesterday Oh, I don't know. I thought I had it on my big calendar. Well, what I heard is Everything's going great and that it people are getting exactly what they wanted from the event. I'm like I Wanted everybody that I know to go to the April event because my thought was they're gonna do it in March They're gonna work out the case. That's right Yeah, and April's gonna be even better, but what I heard is March has been great So I'm super excited to hear the details. I'm thinking it must be pretty good too because I haven't heard from any of those people You know like I'm Lindsay and she you know, she's always all over everything She always finds time to talk about everything. She doesn't have a chance. Hannah same thing. That's I know. All right. So we are today Heather. Thanks for coming on here and chatting with me about employee engagement, right? So, do you know why we wanted you on here for employee engagement? Probably because I might be doing a pretty okay job Yeah, you do a really great job and a lot of ways right and a lot of different areas Lot of a lot of different things that you do you understand what kinds of things are engaging or employees So So not necessarily Because you can be like a high I and you can be good at getting things out of people and getting things Done through them, but you might not be good at engaging them still Right, so it takes a little bit more than just the high I but absolutely somebody with a high eyes got a leg up, right? You got a high I or a high C You bet on which one's gonna do better Well, you want to bet me Yeah, right We don't have to bet about that. We both know well nobody's betting on the C over the I right Yeah, yeah, it's not happening. All right, so I wanted you to talk a little bit about the different things that you do, but I'm going to do it in a little bit different context because one of the things that people struggle with is so this idea matter-meaning measure and autonomy, right and People really struggle to bring all of those things into the workplace. This is really interesting I was just on a one-on-one coaching call with a manager from manager circle and She was telling me how she doesn't really like her job and I was like, oh, I Hate hearing that. I don't want to hear from a manager in one of my circles that she doesn't really like her job Right and I was like, ah, dang it. I was like, okay Well, fill me in how long have you been in this job and she's like, oh about five years now I said, okay. Well, you're sticking around like at this job, but you don't really like it and she's like, you know I don't really like it. I was like, then why do you stay there? She's like, well, I really like the company and they really like the owner and I really like, you know, all of these things and Because she's in the managers group. It was really easy to pinpoint, you know Matter-meaning measure and autonomy and I said so do you feel like you matter in the company? And she's like, oh, yeah, they would struggle if they didn't have me here I'm like, and absolutely we both know that. Is there any kind of meaning? She's like absolutely Because I love my customers. I love working I love the employees and helping them and being able to figure stuff out and we really do make everybody's lives better Like it's crazy the stuff that we do. She's just on and on telling me. I was like, okay I'm gonna cut you off here What kind of measures do they have in your business? And she starts telling me all the different. Well, we measure quality and we also measure How often we have to skip somebody or bump their service. We measure this we measure them like so lots of measures Oh, yeah, and how do you do and your company? She's like, oh, I'm real. I'm really good at my job So all right, and then how about autonomy? Do you have an exact schedule? You have to do it in exact way your somebody else's way She's like, oh, no, I can I have to get my job done, but I have lots of flexibility into how I can do it I said, so you don't like your job but You don't like your job But you matter There's meaning in the work that you do. There's good measurements There's autonomy And when you plan on leaving she said, oh, I'm not leaving You're not leaving this job that you don't like. Oh, no. I'm no I'm never leaving this job So my point is The reason why I want to talk about manner meaning measure and autonomy all the time Is because it can overcome even somebody not liking their job Which is crazy, right? This is somebody who's been in her job five years telling me she's not leaving this job Wow, does she like the actual work that she does? No, but does she like her job? She loves her job She just doesn't like the work that she does when we broke down. Yeah, it's crazy Like will anybody see this? No, like we broke down like the ratings She doesn't like any aspect of her job more than a two and a half Except for two things on her job on her job description. Interesting, right? Of 100% I mean, I never even really like pieced those two things together I thought you had all of those then They'll lose their job. Yeah They might not they they will be happy because remember she is happy. She's keeping her job She's happy with the job. She just doesn't like the work that she does Yeah, that's the power a matter of meaning measure and autonomy, which is why I love what you do because When you bring all four of those you can't have three can't have two right can't have one I have all four But when you can bring all four It works for people people get it And I know that you do a lot of these things. So I was hoping that you would share some specifics Because people struggle with this Like um, some of the different like I don't know how to do it So talk to us a little bit about some of the things that you know that work really well And we're going to try and label them Heather like matter of meaning measure or autonomy or maybe all four within that thing or God, what do we do well like putting me on the spot? I didn't think about these things. Um, You don't know you do a ton well Like for me, we um have an office and everybody comes to the office So I know a lot of people especially these days are running so low. It's just not that's not our model Um, so for me and my company, it's very important that somebody is here to say hello to them and to greet them in the morning Um, and to be here when they come back at the end of the day Why is why is that important to you? I think it's because I want them to know that I care that i'm here for them And that somebody's here for them Even if you're not the one right you want them to feel like somebody cares about them And if I'm here in the morning, um, we have office dogs and we have a puppy and everybody says like Coming back or coming in the morning is like the best part of their day is seeing the dog so Yeah, feels good. So Would you say that this just this idea that you have you're bringing this I'm gonna use the culture word culture even though I think that word is way overused, right? Do you think that you bring a culture of like family togetherness caring? And you actually sell that that's what we sell when we do our indeed ads is the family atmosphere because we're family owned and operated And we want them to feel like part of the family You want them to feel that way? Right and not just not just it's not really Yes, not just words All right, so you bring people in would you call that that that feeling of family? Would you call that matter meaning measure or autonomy? Oh god, I always get the two m's mixed up. It's one of the m's All right. Oh, and I'm gonna help you with that right now. So the first m Is about individual one person matter See, I always get a mixed up in which order so matter ma Okay, I can understand very alphabetical order. Yeah, right So the first one Matter is about individual making each individual person feel like they matter to the company Right, so this one thing the second one is meaning that there's meaning in what we all do The what we who we are and what we do there's meaning in that but it's important And how we do it what we do these things matt there there are some big meaning in that Hello. Oh my gosh filthy bucket. I forgot your name starts with an m, right? What right? Ah remind me of your name again Don't you love that name of a company heather the filthy bucket? You never forget it. I think it's All right, you are never forgetting the name of that company. Yeah, love it. Okay, but you gotta give us your name again I forgot already. I'm sorry one week. See just one week and I forget I mean, I'm thinking like the graphics on the bands and everything could be so much fun Yeah, I know. I mean, I didn't just think of so many. Ah whitney the upside down m All right whitney. Thank you. I'll remember next time. All right. So heather We're talking about this morning thing that you do bring people in also the end of the day having somebody meet them at the door And have the dogs and have this family environment. Would you call that matter meaning measure or autonomy? I think meaning I think so too, right? You're bringing the family the meaning of family to life Right, this is what being kind of in a family is like and when I come home from work I want someone to meet me at the door and say hi mom, right? Hi honey, whatever So you're kind of bringing that to life this this meaning of family what it means to be part of a family Do you find heather that some of your people that work for you don't have strong family lives? And so this Contributes 100 so come into your job bring something to them That they may not have had before. Yes. Yeah, so how could How could you like in your situation? How could it be matter for some individual people? Can you see how that same thing could be matter? Yes Some of your people that come in Don't have family haven't experienced family and someone just talking directly to them saying Hey heather, how is your day? Can you see how now? And it makes it feel individual to them right because that's the whole greeting thing When they come in and talking to them, that's an individual thing one-on-one then right? Yeah, I'm guessing I haven't been there. No it is it totally is. I mean, there are maybe two people coming in the door at once But I'm the door is right by my office. So it's uh And it's not every single day. It doesn't have to be every single day a one-on-one Conversation, that's not what you're trying to create Right. So when I come home from work, I don't expect that someone's standing at the door every single day saying hi mom Then have to happen every day. It just happens has to happen enough that I feel and you know what sometimes they'll share um, I want to say more intimate things with me in the morning, you know, something's going on or if I can Um, like hear something in their voice like hey, what's going on or if I knew their daughter was sick or something Then I'll say hey, you know, how's Susie doing? Um, and then they really start opening up. Why what's that called? Matter. That's right. They feel like they personally Their situation Susie their individual situation matters to you. Yeah, who they are as a human being Matters to you their lives outside of one organized mom Matters So meaning is more about one organized mom and matter is more about the people right about the individual So your morning thing that you do right and your evening thing it hits both of those matter and meaning right I don't know that it hits any measurements. Does it hit any measurements in the morning? Not so much. How about autonomy does it hit any autonomy? I don't think so. I do. Do you? Yeah, I do and the reason why I think there's an autonomy piece is whoever is Meeting people and talking can't they do it any way they want? Yeah, they want. Yeah, just connect No make make a connection talk build relationships And problem. I'm guessing there's some some parameters like no negativity Don't be yelling at anybody. Don't be telling anybody what you're doing wrong. Right. I'm guessing knowing you know Right, so there there is some autonomy there You can come in and complain to me or anything about your personal life Just not about work then you have to go to your supervisor for that. All right And what about you? Are you going to complain to them about anything? No, no, so that's kind of a A little bit of a parameter you have on the people that work in the office Like don't don't push negativity down Yeah, yeah, yeah, we don't really have a lot of negativity. I have to say, um, I mean, I'm sure if you ask the staff No, why? We really have done a really good job about keeping on a lot of the drama But we like hammer that in right day, you know, when they're here for the interview And Heather, you and I both know that doesn't happen organically You work at it. You make that happen. Yeah, right. So again Part of how you're making that happen is in this environment that you are creating this meaningful Environment that you're creating for people, right? All right. So that's mornings and we've talked about now We've got some matter in the morning We've got some meaning and we've also got some autonomy not a ton, but a little bit. All right. What's another thing that you do Um, another thing we do what do we breakfast to be another one? So we used to do um we used to do weekly breakfast and um, it was not a very good feeling anymore I felt like it was more entitled and then they would complain that we didn't have the right things So we decided to rotate who does breakfast So one Wednesday will be the office staff and the next Wednesday will be the field staff So I love it I love that people bring in stuff and sometimes they'll make it and sometimes they won't they'll pick it up on the way to Work and doesn't have to be expensive Yeah, but you're like writing breakfast for the whole family So, uh, that's right. That's what I was saying, right? You're providing breakfast for the family When mom does all the cooking Isn't there a lot of complaining? Yep, I don't want to eat that. Why do we have to have this again? Haven't we had this right? So here you are thinking that you're doing this great thing and this can backfire on people So I don't know if any of our other people that are in There's a lot of people because a lot of people have said the same thing to me and um, this has really worked I think it's worked out great Now I myself to make breakfast every, you know other week or whatever if somebody doesn't sign up I stole, you know, we'll do it, but um, it's worked out really well Why is that different Heather tell everybody why it's different when you sign up and you fill in periodically No, I just meant for me having to do it every week. Yeah, and I'm agreeing The reason why it works way better is because it's not an expectation It's not that yeah, but you're supposed to be doing it now when you do it It's you're contributing to the meaning in the company. It's like I want to do it now Otherwise it just is like well, you're supposed to be cooking us breakfast Like the mom, right? All right. So good. I love the way that you have your you know, I I rail against people that Do the they think they're doing this great thing. I provide breakfast every morning or every friday You have to do that so carefully Or or it will backfire exactly the way you did now. Here's another way. I love the way you did it Heather But another way to do that if you want to cook like um, pulp free. He cooks for his people All right, so there's some some ways that you can do that one is you have to make a big deal about it every single time How it's a big deal No building our office you will talk a little bit about that today too for patricia, but not as much I said patricia never called patricia patricia But not as much today because heather does have an office. We do have other guests this month though That we'll be talking more to that um But another way to connect with uh or to make your morning breakfast meaningful is To attach them to a person so today Next next monday. I'm making breakfast. I'm making breakfast for heather I'm making breakfast for heather because she did this this this and this heather. What do you want for breakfast? Mmm Right, so i'ma make you that here are your options. I'm not good at everything. Thank you for saying that because I can't yeah I like that. I like calling out somebody. Um, that that yeah, that's a great idea. Thank you You can grab another little mean a matter piece in there show somebody that they matter right Anytime you can find ways to tweak what you're already doing add a little matter add a little meaning add a little Measurement add a little autonomy. It's are getting a little bit of both of those things there Could we also when it's somebody has made breakfast? We make a big pick we make a big deal out of it and thanking them and putting it on our slack channel and saying giving a shout out to Yeah, we brought in bagels today Um, we also do we celebrate birthdays and anniversaries? Oh nice. Okay. Tell us about birthdays and anniversaries. Why what do they first? What do they do? Do they are they for matter meaning measure or autonomy? well The birthdays I think would be for meaning and matter because we We used to do a birthday cake a long time ago then covid hits and then we didn't want to do birthday cakes and then we did Cupcakes and then we Realized that the cupcakes always went home with the same people because people weren't eating them So then we we now go out and get a well We did change it to getting a gourmet cupcake of their favorite flavor and then a helium balloon and then we decorate the warehouse nice Now we're going back to we have this, you know our awesome employee boy that we have We changed it up and what is Okay, there's sheets about all about me and then we have their picture hung up with their birthdays and anniversaries And one of the questions we ask is what's your favorite cake? So now we will go order their favorite cake for their birthday, but We don't eat it here We give it to them to take home and to celebrate their birthday with their families Because we're the moms and who is going to make us a cake nice. I love that you I agree Heather You've got matter. I'm showing you that you matter. I'm getting your favorite cake I'm making sure that you have it and I'm showing you meaning meaning my whole family Meaning that I'm bringing to my company if I was your company, right the meaning of family It's more important that you share this cake with your family because this company is all about I love that so much. I love it. I'm gonna tell you one other thing that we've done We've done it now twice and we've ordered pizzas for everybody in their family So like on a Friday like one week they were crushing it with overtime like three or four weeks in row Maybe three or four months in row. I don't remember But we just said, okay We're going to order pizzas how many pizzas do you need for your family and what do you want on it? And then we had it delivered in twice throughout the afternoon on the different shifts that when people were coming back They loved it. Yes. And um, we did it again for employee appreciation week. So that was a huge hit Yes, we really get pictures on the slack with the family eating dinner Oh better. I love that so That is tagging into the the meaning better So the pieces themselves are hitting more on the matter piece, right? Like you guys matter to me This is why I did this as long as you don't do it too often and as long as it's a surprise, right? You read drive, you know, it's important that you not Not be doing that too often or on a regular basis, but as a surprise that's amazing All right, and I also love that you're getting the extra juice out of the slack channels Do you ask for that or do they do it automatically? They do it automatically We That they love it. That's right. Yeah that the fact that they're they're posting their family pictures. I just it melts my heart Yes Yes, because because that's what your company is about. That's where the meaning is in your in your company It's around family, right? We we had a training A training meeting with all of our trainers one evening it went into well into the evening. They knew it It was planned Orkaya was leading. Yeah And we bought everybody a 75 dollar gift card to take their family out to dinner to thank them for letting mom work late that night Nice cool things and I like to take the credit for it, but it's my team Yeah, all right So I also want to point out real quick here for anybody that has like a smaller company You hear somebody talking especially Heather has a large company So she says oh just little things But I know that to smaller companies. It's not a little thing to buy pizzas for everybody's family. Okay Hold on. Let me finish Will you remember or should I wait? You go ahead? Are you sure? Okay It's also not a little thing to buy 75 gift certificates And it's not a little thing to do breakfast every week. I know that some of these things sound like Those aren't little things. That's big. I can't afford those things Keep in mind that this is a big company doing it. There's a small company version too You don't have to give 75 dollar gift certificates. You know what else works Believe it or not works just as well a picture of her kids Giving her a picture of her kids their kids. Great. I'm glad you're getting some good ideas. Whitney Heather has a million. Hey Denet Uh, oh Stuff Liz I have these $5 gift cards for Dunkin Donuts. We have Dunkin Donuts and Starbucks. So whenever we need something It's five bucks this right and I know five dollars is a lot. Um, this I love this This is like my favorite thing. I love these too. So this is you get this cup On day one because on day one you do orientation in the office and you might need to have a drink So, um, this costs a dollar 27th dollar store We did this template through canva and all I have to do is change the name every time somebody starts And you know, you know how these work like the kids do them and then on the inside We have little again, these are really cheap. We've now spent a lot of money. We designed them through canva and they cost nothing Um handwritten letter from me welcoming them to the family Um and just a little love note and that's what they get on day one And so I'm going to give you the cheaper version for those of you that are like that is expensive I'm I didn't get paid last week. Some people on here are not getting paid yet, right? We've all been there where we're like, how am I going to make payroll? Oh my gosh I can't afford cups and paper. I can't do that But you know what you can't afford is a pen and a white piece of paper With a personalized note that just says hey, denine. I'm glad you're working here I'm looking forward to working together with you for a long time Heather come talk to me if you ever have any questions Heather. You can afford that So always in our businesses we've got more time. We've got more money, right? We rarely have time and money at the same times until we get to a certain point even then We start spending all our money and now we need money again or we start spending all our time and now we need time again So rarely do we have both at the same time for small companies or Companies that don't want to spend money. You don't have to The examples that heather just gave. Yeah, they're ridiculously cute and they fit her branding and yeah, you want them But you can get the same results without all the cuteness You don't have to have the flash because it's the meaning behind what she's doing I mean, I do love that you put their individual name on the cup to Heather that that's what makes it also Just to clarify a cup all by itself All right, that is it says one organized mom on it and it's a cup and it doesn't have the person's individual name Where does it hit matter meaning measure or autonomy? I don't think it really hits anything doesn't So a lot of times we're buying things and we're giving things out and we're giving people things that don't They don't hit any of the four core Needs for an employee to feel good about their job and to be engaged Stop wasting your money on those things and start writing yourself some notes right start start having a conversation with people All right, do you know we did one time for breakfast liz and it cost nothing because we not always had money either pancakes You buy a thing of pancake mix. It's like nothing in syrup You mean nothing But I think like what they loved the most my staff was they I was doing it for them. They saw me do it. They saw me make a mess and they knew I had to clean up Yeah And they do like that too And you know what you could also do okay, Heather. I'm making you a pancake. What do you want? What kind of shape? Yeah, try that that doesn't work You're all gonna look like blog. They don't care. They see me trying to make them a dinosaur Yeah, I did hard to on Valentine's Day. It was a huge mess, but you know, they looks like a hard kind of They know that you tried to make them hard. That's what matters. So It's more about how we're making people feel Matter is about how we're making people feel Meaning is also about how they feel about their job. You're hitting the feel the the feels of people Which is why it seems hard But there are some strategies that you can use right? So we're talking about some different things that you can do All right, what else do you do Heather? Let's talk about your board right now. Can you are you in your computer? um I am That's okay. I love that board. I wonder if you could pull us up on your phone. You got the link on message I'm gonna say talented. I can do other things than just make pancakes I do know that about you All right, I'm going to tell you um, tell the audience here Uh about your board that haven't ever seen it before Uh, so harbors board hits on everything hits on matter meaning measure and autonomy Which is the thing that I love about it Anything that you can find in your company where you can be bringing matter meaning measure and autonomy all in one thing That is the biggest win you want to do that and get away If you have something that you can do that brings matter meaning measure autonomy Do that instead of a hundred dollar gift card. I promise you you'll get more bang for your buck from that than Anything that has to do with money all right, so Are you getting it Heather? I can't copy and paste it that I have to actually type it all out So bear with me for just a second. It's okay Did she send it to you on the computer? It's through facebook So I just can't copy and paste that one section out. Okay And of course it has all these crazy codes in here All right, I'm also want to talk about a couple of other things while you're doing that heather so um Another thing that heather does really well. I think she did she was not good at this before I hope I'm not sharing any like bad secrets. Okay. Love her board. Yeah, I know right? Yeah, she's gonna get us some pictures um One of the things that she was not good at before was um autonomy Heather Yeah, uh, you didn't know what it meant you for sure didn't know how to do it You were a micro manager to the extreme And you did not know how to provide autonomy So for those of you that don't know what autonomy is you've heard it and kind of have a gist of it All that autonomy is is when you allow people to bring Who they are to your job? Hold on my cat. It's standing in a plant over here This is funny that you said that because um my ops manager kai and I were having a conversation today And I said let me tell you you would not have liked working for heather two years ago Yeah, you you were a hard. Uh, it was harder to work for you. Yeah, but you I'm gonna say this all the time. You are one of those people You and oh gosh, what is her name? I can't uh ashley ashley matuska right you and mashley matuska are The two people in my mind that if we talk about taking an idea And implementing an actual like a new way of doing things you to rock the planet When you came back from foundations I I was so blown away by How much you Learned and then implemented people struggle to implement. I mean you completely changed Not just how you ran your business also how you thought you changed your mindset You you went from a small business mindset to a large business mindset that took a little bit longer than everything else though And still working on it, right? Yeah, and we also right we all we all struggle, but you really did a huge huge change there and Uh, the especially the autonomy piece I mean it was easy if you bring but matter meaning measure in that was that came kind of naturally to you But the autonomy autonomy piece really Really was a little bit more of a struggle a treasure you too. Yeah So autonomy for those of you that don't know don't have a clear understanding of it Is how can you let people bring who they are to the job? Which means they get to do some of the things their way the ways that work for them And they have a say in part of what And what's going to happen and Part of it is directly related to them and their ideas Not what you've just told them to do and doing it exactly your way So kaya is a really good example of that, right? I like your training thing Did all of she did your training? Presentation that you were talking about she was ridiculously nervous about that. She's stressed out and rocked it Right. She completely rocked it and it built her confidence Which made her a better employee. Yeah Yeah, autonomy is is powerful. All right. Did you get it? I did All right. Well, I have to go to silence on one because I can hear the echo already. So I think you have to just allow me in Uh, all right. Let's see. I don't see you over here Trying to get your camera mic. Oh, sorry There we go There you are. Oh, that's so New heathers. Is the world ready? Yeah All right, did you mute? Yeah Okay, so I do apologize. We do still have some people here. So hang on one sec. Right. How do I change the camera? Uh, here we go. There you go. Uh, no, that's not gonna work. You can just spin your phone Okay If you can't figure out how to There's kaya Can you tell me Can you hear it? Can you see this? Okay? Yes Okay So this is our board and this is all of our people are on this board and it has information all about them. It has Um Things I want everybody to know about me my position here. How long I've been in this position my family I excel at my favorite color in my favorite kind of cake And then it says my goal Roll at one organized mom is because they want them to look towards the future And then this is just another little blurb something people don't know about me So this is just a little extra that we want to know about them So it was really cool doing this board and just finding out things about them Um now lis I don't think you've seen it since it's looked like that I have I saw it before it had the blue thing when you just had the red and white and the pink Yeah, so we change it out very often. I think this is what the fourth way you've seen it. Um, just Board of it and we want to change up and make it look fresh now. This is the other part This is the other board and this is just um bulletin boards on a door actually in red and blue So they're our signature colors and this is where the measure comes in we haven't even talked about that yet Yeah, so um several years ago We decided to build more roles within our company on the field because we were getting the feedback from people that um They left their job because there was no room for advancement. So we wanted more chances of advancement So we built all of these or if you could see them all of these are field positions Um, and we wanted them to advance up and then they get more raises and more money. Um, so Can you read us one of those give everybody an idea of what one of them looks like? Yeah, so this is um, sorry. I'm trying to do this. This camera looks really bad. This is the cleaning tech This is what they come in at. Okay. Um, this is a senior cleaning tech Okay, sorry go ahead. That's okay. This is the team coach We did not like team leader that was just too much and we did away with that So we did team coach and then senior team coach trainer senior trainer and we're missing one. I believe this is Uh quality control. The other one is a field supervisor. Okay, so Well, yeah, I'm sorry. We just want them so we have an idea what's on one Oh, so this is just a little snippet and it tells them what money they can make who they can report to the basic functions So let's go to team coach to lead a cleaning team on a daily basis and cleaning clients houses according to o.m's policies procedures Managed motivate encourage staff in order to build a better to build team unity like that would be our team coach And then when you get to the senior one, it's like their next level before they get promoted up to the next tier Okay, so do they have to go through each one of these or can they jump one and go to want go to another one? Do you have that's a great question? I'm not too sure if people have jumped or not I'm going to assume they probably have jumped but I don't think that they do we usually take them through that funnel I'm thinking they would have to jump at least somewhat to be they might not be all of those positions before they're a trainer Yeah, but you're gonna want to be right because you're gonna need a lot of information. So that's I'm saying I'm sure we've had somebody come in and fast track up it. Um, that's why I'm not recalling That but the other time they go through all of these different positions Yeah, so if they're seeing a position that's well down at the bottom Or I guess it's at the bottom of your thing, but it's at the top of the company then then they would be Looking forward to that and be working toward that and have have some engagement toward that thing, right? Right Um, the other thing that's on well, we have lots of things, but this one thing in particular Sorry, those care was terrible. So we do a raise at 30 days 90 days in every six months As well as these promotions. Okay, so the 30 day eval is posted here. So people know exactly what's expected of them and how to get that money and then at 90 days and Every six months and then you become a senior staff, then you're evaluated a different way um things on here are like, um They're scorecards. They have to have three field tests. They do a quiz If you have a call out, you get deducted if you're late, you get deducted If your productivity goes above or below if you fail a van inspection If you have any reduce or failed inspections of free cleanings or loss of a client All of these are points and then the point system Now the field tests, this is how they're graded again. It's laid out like this so they can see what They're gonna be graded on. Um, so nothing is a surprise. I'm sorry. That's my phone ringing. Um in my office I do grab that's what stops ringing please Sorry, he's after five. We don't answer the phone after five. Um, so everything is laid out here to be very That's a really big word that I use a lot. Um starting at the interviewing stage because I want to be very transparent I want them to understand. Um, you know, what's expected of them and how they're able to advance up Heather, do you mind giving us a picture to share of your boards? Sure. Hey, great. Um, I'll share that. I'll share them in this Oh JJ come back here really quick. We're on a live call. So this is JJ JJ It's not the oldest person here, but she's our she's the staff member that's been here the longest JJ, how long have you been here for eight years eight years? It'll be nine in august and tell everybody about the shirt you have on This was what worked three years. Oh my bad five years. That's you organized mom and JJ on it Nice, I love it. And why is it red? Because it's my favorite color Uh, nice And the cool belt with her name on it very nice very nice. I love that Oh, that that's nice. So Heather does everybody that works for your company for five years get a shirt with their name on it At five years you get five shirts. Yes Nice. And I'm guessing that the other shirts don't have their names on them, right? Correct. They're all navy Yes And I'm gonna show you one more thing too at one year everybody gets a hot pink shirt and hot pink because it's my favorite color Yeah And that's what it looks like My what does it say my superpower is house cleaning. What's yours? Oh, that's cute. That's really really cute Yeah, so, um, you get to wear them on friday You get to wear the pink ones on friday about the house cleaning for super power. Okay. Are they more comfortable? No, they're just hot pink Awesome. All right, and JJ she got to have a red shirt because red's her favorite color, but it's also Uh, one organized mom color. What if her favorite color was purple? Would she still get it? I can't hear me. I mean, I can't hear me. I think I'm gonna Hang up hang up your phone There we go Yes, you actually get to pick the color Whatever color you want. Nice. All right. And so do they they will everybody in your company then I'm guessing is wearing different color shirts I'm so sorry. What did you say it was the question? I said so then I guess everybody in your company is wearing different colored shirts Nope, she's the only one that has it because you're I forgot about that piece. Yeah. Yeah, I forgot about that piece. Okay We have another one that will be approaching five years this summer and her favorite color is red as well Oh, wow So it's gonna end up being that it's gonna look like that five-year Thing is red. Right. Cool. Let me show you though. The hot pink though is so much fun because people who are new They're like, wait, what's this hot pink by JJ? Thank you You too. Love. Um, sorry Yeah, everybody's like, what's this hot pink? I want a hot pink shirt. How can I get one? I'm like, well, you have to be here for a year to get a hot pink shirt Okay, so a year for the hot pink shirt. All right. Sounds good. So I can see how That so a lot of times people think that that is going to be an incentive. It's not it's not gonna incentivize Nobody's gonna stay or come be so they get a hot pink shirt. That's never happening But people like status and so when they have the hot pink shirt once they have it It is harder to leave your job. Believe it or not It's harder for people to leave that hot pink shirt or that red shirt Anything that is showing people that I matter that I am important and I've I've my measurement is I've been here. You can see my measurement right here. I I measure up, right? So people do love that It's great with the measure too. Um, all right I really anybody have any questions for heather while she's on here today If you do post them in the comments and we'll get that to her Um, what what else do you think that you do over there heather that you really like That you think contributes to your matter meaning measure and autonomy in your company Oh gosh, I don't know. I think that's a lot. I can't think of it even a lot So that's the showy stuff, right? You have a lot of really showy stuff Um, but you have other stuff that I think you do really well too We put our employees first about the clients. Yeah, and how does that play out? What does that look like like how? Give me an example So we were having a problem with everybody getting to work on time I don't know recently everybody's kept being laid taking their kids to school So we pushed back our whole entire company start time by 15 minutes Okay, did did that work is everybody on time now? Oh, I know some people are so late Easier for us, um because our start time is 745. So it was just easier at 8 o'clock. Yeah So how does that tie into matter meaning measure and autonomy? Um, well, I think it's because we talk about, you know, how we're doing it and the reasons why we're doing the things that we do And does it feel to the employees like they had to say in it like it's for them I don't know. I don't know if I would say yes to that. I don't think so. So it's an opportunity because they didn't they didn't really have a say So it's an opportunity for you Right. So to be able to add a little bit more next time that you're going to make a change like that You can add a little piece in by giving them a little bit of say in it Control say yeah, you don't have to be See you see this flower that keeps coming down. I thought you were cleaning something Yeah flower, it's a piece lily and my cat keeps My plant. Uh-huh. Yeah, awesome So Liz, it's funny that you bring this up because last Friday, um, we were doing role playing and It really struck accorded me about making them be part of the solution and it doesn't matter In anything. Yes, whether it's a big deal or just small deal But letting people have you know be part of the solution It's tricky. It is tricky. And that's our autonomy piece, right? They don't have to do everything. We don't have to let them be in charge of everything We just want them to have a piece a lot of times I'll get pushed back when I talk about autonomy because people will say things like No, they need to clean exactly the same way every single time no matter what You know period they need to do it my way the in your case like the one organized mom way And I'm not arguing. I'm not saying that that they shouldn't or that you shouldn't do that I'm saying find places that you can add autonomy and there are a few places Let's see. I had some ideas here that I was gonna write down and now I Can't find it All right, thought I could I will find it in a second here and I'll give you guys this information but um What else do you guys do that is small that is not showy keather Do you have any ideas? She you know people love it when you put them on the spot like this and don't give them a heads up Well, I don't think so. I don't think that people love it too much. Liz. I think you might you might be wrong. Liz. Trotter is wrong I I sure Yeah, I'm not thinking they'll love it either Okay, but I'll tell you to bring in those things that are not showy Yeah You do sir. Heather. I'm sure that I do. I just can't think of anything Well, one of the things that you do as an example is you do talk to people about themselves What's going on with them? You gave an example early? So I'm trying to give you an example of something that's not showy, right? So Somebody wants to talk to you about a big problem that they're having. How do we put Liz in the hot seat? Good luck. I'm slippery I'm in the hot seat every WLD what are you talking about every Tuesday at 2 o'clock Pacific? I'm in the hot seat people ask me questions ad hoc and I answer them on the spot. So I think I'm in the house every Tuesday. All right, so Um, if somebody has a problem you bring them into your office and you talk to them about their personal problem one on one You know, what a big deal that is for people I mean, how am I guessing I've really thought about like that before and um Listen, I'm always talking about their problems, right and I try to expose myself as being human and not just being the boss um, so On those things that people don't know about me. Do you know what I put on mine? You know what I'm gonna say too, Liz Yes, I wrote on there that I didn't graduate high school. Oh, yeah I wanted them to see that what you can do and not let you know the Back from anything and I really thought about like how I can look more human to my staff And people were reading that like what really? Yeah her how's that possible And and sending such an amazing message for people, right? That the message that you're sending there is You can be who you want to be right? You come to work for this company and we can make things happen Yeah, and listen not everybody worked here that you know, I came to work every day without teeth in my head You know, so I mean I understand that you know is what the people who work here like understand that that's who I am um, I have to explain that Yeah, I had to have my Talk about you earlier. Did you hear us where your ears burning? Do you hear us talking about you? Yeah Sorry Yeah, we love you Paul. There's no way we cannot talk about you All right for my notes here and I can't find them. I had I had a Something I wanted to share I can't pull it up my memory banks right now. So I was hoping I would be They always burn Listen, I just want to um talking about they always burn We have no idea what you're talking about. Heather's got the deer in the headlights looking so do I Love you Paul. I love them Yeah, we love you, but we have no idea what you're talking about. You're gonna have to clarify Dang, Paul. That is a nice profile picture too Oh his ears always burn. Yeah, uh, good job linda. Yeah, she's on it. Yeah, they should be burning We were talking about you. We too talk about you a lot on here actually all right, um So that's what I was talking about Heather. What kinds of little things do you do like that? That are not showy This thing that I'm gonna bring up next it's not really little but it's not showy Any can you think of anything? No, but go ahead. All right. You're um your evaluations Okay. Yeah, so do they bring matter meaning measure and autonomy to the to the job? Oh, I think it brings all All four. So what's more important? breakfast No, what's more important breakfast or uh evaluation? Yeah Funny, we always want to talk about the showy stuff. We you're right. Totally. Oh now more brains gonna be going like crazy here Yes, and that's what I'm saying. We always want to talk about the showy stuff because it's so cool and it's easy Easy-ish right like we can all create that board. We know how to do that. It seems kind of easy Oh, I'll just pick my own colors. I'll get cardboard. I'll get a cricket I'll get somebody to gather all the information and picture that I could put that all together. It's gonna look great. It's gonna be amazing Two things one is you don't have to have that fancy board You don't because the the stuff that's not showy is More often the more important things the things that's gonna make the difference And the second thing that I want to point out is putting the stuff on the board is not going to be enough You see how to bring that to life Right the way she talks about it. She I promise you she points at it. She directs people there Everybody in her company talks about it looks at it. We they they work that board It's not enough to just put the stuff up there Sometimes somebody tell you'll hear from somebody that they do this thing and you go when you do the same thing And it falls flat and you can't work what it doesn't work And the reason why it doesn't is because you don't bring the meaning You have to bring the meaning to it. All right. So talk about let's talk about your evaluations a little bit Heather because remember I said earlier in this Facebook live today that Matter anything that you do that's matter meaning measure and autonomy that brings all four of those trumps anything that you can do with money I am not lying when I say anything that you can do with money And another there are people out there that would argue with me because they're very money motivated and they feel like that's true it's not your people and All human beings are motivated by matter meaning measure and autonomy. We all are so we do our best When we feel like we matter we do our best when we feel like there's room in the stuff that we're doing When we know what we're doing there's a measure there and we can bring ourselves to it Think about all of the best parts of your life You're going to see matter meaning measure and autonomy Look at when you have a problem in an area of your life and you're going to be you'll see One of those is missing Have a good night All right, so talk to us about your evaluations Heather since we know that those are probably one of the biggest things that you do That bring value and engagement to your people. Tell us how you run them. Tell us how Tell us like about them. What what are they? How how do they bring matter meaning measure and autonomy? Well, what you see today is not how they start out. They start out much different. They evolve constantly Probably every couple of months. We're adding something else on there or changing something um No, don't tell me about your board. No, I'm about the eval Okay, no, no. That's what I'm talking about. Like, you know, this is not it just didn't start off like this It evolved into this it like morphed into this The different things that you evaluate you mean and what didn't work What did work and then how we changed it when it didn't work because you know, I'm very good about doing Um, you know, we just kind of got like the basics and how we could measure what they did I remember being in management my whole life and I had to sit down to evals and I hated it because my grammar, you know Is horrible. It's horrendous. I don't know how to spell. I don't know where period a comma goes And I have to down I'm like I feel that Liz needs to do this or I feel was and I didn't want that I wanted something that it was 100 them and that's what we sell it on like this Your money and what you make here is 100 on you and let me show you out Yeah, and everything is at their fingertips. They can see it inside Any any of the the main central on their app on their phone? Like they can see where they're at and when there's an issue we um, oh man, I wish I had my 30 day timer Ah, I wish you did too It's gonna have it. It's gonna have a minute So the point that she's making here too is that you notice that everything have a number on it So it's very very objective The things that she is evaluating people on is very objective So we know exactly where the win is and what's not a win. All right. Go ahead and I want everybody to know where they stand I don't want you to be taken in for a surprise when you get a very low rate increase Because you already know where you stand. We're gonna talk to you all the time. Yeah, so this is our 30 day timer Yeah, it's all pretty it's canva. Um, it's really based off of uh, martha's qts from a long time ago I don't even know if she still has this um, but what happens when you get a complaint and where you fall in that 30 days and it's having the counseling session and it's having the verbal warning in the written warning And we've had this for years and let me tell you years went by and we did nothing with it It was a piece of paper. So it was a joke and now we had to reintroduce it back into the business And that's why it's all nice and pretty and colorful. So people understand, you know, this is this is how it works Is how it has to be and how's it helping you now that you're using it? I think that people Like the staff knows that we kind of need mean business and when you're not doing your job And there is the large complaint that how it affects the business and how it ultimately affects you So they're able to see that What I just heard is that there's meaning how it affects the business Matter how it affects you right and then there's also the measurement is very clear because this is exactly how it works This is what we're measuring and this is how we're measuring it and how does autonomy play in I mean, it's up to you It's up to you you get to do it not do it. It's up to you not Yeah, and so this is a way for those of you that are You just can't get away from the idea of money Right, you know, I just have to be able to give people more money somehow And I just feel like they will like everything better if they have more money, right? Here's a way so find a way to Reward people for what they are doing and bringing to your business in a very very objective way But also that brings the matter in the measure I'm in the matter in the meaning I will also say that I have spent so many years in so much money throwing money at people And it did not do what I needed it to do And we've been in business for 12 years and I think I've just grasped this whole concept probably within the last year Dang nice. Well, I've been preaching So And I want to be clear when I'm talking about Money is not the most important driver. I'm not saying that you can't don't have to pay your people well I'm not saying that at all. What I'm saying is you do have to make pay your people well They have to be able to feel like they can pay all their bills and they can meet make ends meet Until you do that, don't do any of this other stuff because all of this other stuff will fall flat You have to meet the threshold for a decent paycheck So I'm not saying, you know, pay people seven bucks an hour nothing like that And then if you add matter meaning measure and nope, that won't work because people have to have at least that basic level of appreciation money appreciation in their lives, especially we never even talked about rewards and incentives We're not talking about that today because it is three o'clock Heather You know, you and I can probably talk about this stuff for at least another hour if not five more hours So I really appreciate you coming on here today and sharing all the stuff appreciate the pictures too Yeah, thanks for having me. Yeah. Thanks for coming. All right, y'all. Thanks for joining us here It's my business moves. Talk to you later. Bye Bye