In this session, Toni Anne will cover the main differences between a leader and a mere manager. She will also discuss some best practice habits for leaders to be more effective, how to manage by personality type and actual tangible ways you can show your employees you care, which will ultimately result in higher profits, Better customer treatment and lower turnover.

1. Is the People Problem You?
Toni Anne Fardette
President/ COO
The Billion Dollar Girl, Inc
tonianne@thebilliondollargirl.com
Title Sponsor

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Turnover, Turnover, Turnover-What
are your employees saying?
Don't get on Managements bad side they will make you
miserable . Mandatory Weekends with no rotations.
Suppose to get breaks but god forbid if you take one.
Quality of work given by dispatchers depends on how
much they likes you . Take more than a 2 min bathroom
break and good luck to you . Use your paid time off and
upon return be ready to be shunned
Pros
Good pay and Benefits
Cons
Management Sucks

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More Fab Reviews
This place goes through people like underwear. They expect the
world and offer nothing but a cut throat environment where any
day can be your last unless your in with the “click”
Over worked under paid never lets you take off a day for
emergencies . no team work all about selves. had a emergency
at home and management team really didn't care
Working for this company / group everyone especially upper
management talks in circles. The GM never has anything of
substance to say just goes along with his mgmt staff. There's long
hours and most importantly they look for more work for less pay
the pay plans keep changing with charge backs and cuts in your
bonus. One can only live check to check barely.

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Leader Vs.
Manager
Ask yourself these questions.
Be honest. Which side do you
most identify with?
What tangible changes can
you make to be more like a
leader and less like a
manager?
Record your answers for later.

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Woo Hoo! I’m the Boss!
Look
familiar?

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Do’s and Don'ts
Do:
Public praise
Private criticism
A hand written note every Monday
morning
Make training fun
Coaching & Counseling
Progressive discipline
Don’t:
Embarrass in public
Set expectations with no clear directive
Forget to thank
“Write-Up” at the first occurrence
Turn meetings into beat up sessions

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Coaching & Counseling
Make sure you not only “write-up” the offense but include the
following:
What was observed of the employee’s performance and/or
behavior?
WHAT IS THE IMPACT on customer service, other employees,
department objectives or the overall success of the
company?
What is the expected performance level or behavior going
forward and HOW will they accomplish this?

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Progressive Discipline
The 3 C’s
Counsel (verbally)
Coach (in writing and in conversation)
Cease to co-habitate

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Hire The Right People
What is your interview process?
The virtual interview
The phone interview
Do you ask the right questions or do all
the talking?
Do you have interview “phases?”

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Virtual Interview

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Phone Interview

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Writing evaluation
Phone Skills Evaluation
Reference check
“Training”/”Right Fit”
Period
“Phases”

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Other Things to Consider
Schedule
Pay Plan
PTO
Key is FLEXIBILITY as long as there is
PRODUCTION

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YOU FOUND THE RIGHT PERSON, NOW
WHAT?
TRAIN RIGHT
Have a training plan in place
What will you cover?
When will it be covered?
Testing?
Written evaluation followed by a
custom training plan.
Who will be responsible for this
person?

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ACCOUNTABILITY
FROM A LEADER’S
PERSPECTIVE
Discuss metrics benchmarks
and how to approach
them.

16. Content Goes HereFinal Take Away’s
Family First-Be Present
5 days a week-allocate time to ground
yourself and see people not tasks.
10 minute buffers
Determine to know your people-
manage by “walk-around”
Think of yourself less-do for one what
you wish you could do for all of them
Fear based environments are not
creative

17. Content Goes HereRemember
Where You
Started
1. Don’t label/categorize
employees
2. Speak last
3. Listen to understand
4. Challenge everything-why
questions to understand their
point of view
5. Maintain your personal values in
ALL circumstances
6. Do vs. be

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Things Will Never Be the Same
Who do you need to be kind to? Write an encouraging letter
Who do you need to be truthful with? Have the tough conversation.
Give yourself an “annual review”.
Ask your employees for feedback
Commit to a vision-once you focus on what you really want-what
you need becomes obvious
TRUST-a powerful partnership that both gives and demands

19. Questions?

20. Contact Info:
Toni Anne Fardette
Presdient/ COO
The Billion Dollar Girl, Inc
Tonianne@thebilliondollargirl.com
Title Sponsor
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