How Franchisees Can Perform Effective Employee Evaluations
by Ed Teixeira
Franchisees must rely upon their employees to assist in the operation and
marketing of their franchise. An important component of employee leadership and
development is the ability to conduct effective performance appraisals. The
following tips can result in more effective employee evaluations and improved
Giving evaluations can be difficult. Some workers react to criticism
defensively. And, sometimes, no one understands what merits a positive
evaluation. If your workers feel that you take it easy on some of them while
coming down hard on others, resentment is inevitable. Avoid these problems by
following these rules:
- Be specific.
When you set goals and standards for your workers, spell out
exactly what they will have to do to achieve them. Quantify the
goals. For example, don't say "work harder" or "improve
quality." Instead, say "increase sales by 20% over last year" or
"increase customer server productivity by 10%." Similarly, when
you evaluate a worker, give specific examples of what the
employee did to achieve -- or fall short of -- the goal.
- Give deadlines.
If you want to see improvement, give the worker a timeline to
turn things around. If you expect something to be done by a
certain date, say so.
- Be realistic.
If you set unrealistic or impossible goals and standards,
everyone will be disheartened -- and will have little incentive
to do their best if they know they will still fall short. Don't
make your standards too easy to achieve, but do take into
account the realities of your workplace.
- Be honest. If
you avoid telling a worker about performance problems, the
worker won't know that he or she needs to improve. Be sure to
give the bad news, even if it is uncomfortable.
- Be complete.
Write your evaluation so that an outsider reading it would be
able to understand exactly what happened and why. Remember, that
evaluation just might become evidence in a lawsuit. If it does,
you will want the judge and jury to see why you rated the
employee as you did.
- Evaluate performance,
not personality. Focus on how well (or poorly) the
worker does the job -- not on the worker's personal
characteristics or traits. For instance, don't say the employee
is "angry and emotional." Instead, focus on the workplace
conduct that is the problem -- for example, you can say the
employee "has been insubordinate to the supervisor twice in the
past six months. This behavior is unacceptable and must stop.
- Listen to your employees. The evaluation process will seem
fairer to your workers if they have an opportunity to express
their concerns, too. Ask employees what they enjoy about their
jobs and about working at the company. Also ask about any
concerns or problems they might have. You'll gain valuable
information, and your employees will feel like real participants
in the process. In some cases, you might even learn something
that could change your evaluation.
Effective employee evaluations are a prerequisite to an effective business.
Itís what separates the good from the average.
© 2010 FranchiseKnowHow, LLC
Ed Teixeira is the President of FranchiseKnowHow, LLC.
He can be reached at
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