Slippery Rock Gazette

Bob Murrell 

M3 Technologies

Photos by Bob Murrell

Who ate my lunch? Employee problems can be the hardest job to manage in any company.

Gloss meters help to quantify the job to both your boss and the customer.

Before and after pictures always help the customer realize the improvement.

Most restoration and maintenance professionals get up and go to work every day without thinking too much about the people we interact with. It is second nature. Of course, those who are employers have to assign their employees the schedules and tasks for the day or week. Employees have to deal with homeowners or building managers on a daily basis. So we deal with employees, employers, peers, suppliers, and customers on a routine basis.

These interactions are just a part of our job and regular work day. We normally don’t think about it much unless there is a problem or an opportunity, right?  

As an employer, you need company employees who are smart, trustworthy, loyal, responsible, who listen well and have a good work ethic. Easy to say, but not so easy to find and it’s even harder to hold on to them. Employees who do exhibit these traits are usually also ambitious and tend to move on to better hunting grounds, eventually. That is why it is very important to pay employees of this caliber well and continue to raise their salary, in order to be competitive with the market. Also, great amounts of time and money can be spent training an employee, so retention of quality people is usually more efficient in the long term. The old saying goes something like this: “Try not to train your competition.”

It goes both ways, too. When looking for employment, search out companies who are well established, offer a fair and competitive salary package with plenty of opportunity for advancement, have a clean and compliant workplace with modern equipment, and don’t forget that you are interviewing the employer just as much as they are interviewing you. 

Employees can be the hardest part to manage of any company. If it were all sales and production, work would most always be a pleasure, right? However, we all know that is not necessarily reality. Employees will call in sick on days when a new, important customer has been promised a date of completion. Trucks get wrecked and machines fail, and most always this happens at the most inconvenient times. An employee’s problems at home can easily become your problems, which is most likely not a good thing.

Another common employee or employer issue is problems with peers or fellow employees. I have personally seen fights (both verbal and physical) at work, theft, and even sabotage. From things as simple as one employee eating another’s lunch, to more complex problems like one messing around with another’s spouse or significant other. In most all of these situations, it doesn’t turn out well for the people involved – or the company.

Ideally, a good work environment is one that provides both a physically and mentally challenging, productive, and safe environment for all involved. Living healthy lifestyles both at work and at home is good for the employer, employees, and their families. Therefore, it is also good for the business. 

Encourage your employees and peers alike not to smoke, do drugs, or drink in excess. Also, keeping physically fit has great benefits, too. Employers should certainly reward employees who lead healthy lifestyles. These people will have fewer missed work days, fewer accidents at work, and will generally present a better image of the company.

Many of you must deal with suppliers or vendors on a regular basis, as well. Being on this side of the equation for much of my life, I have always tried my best to be respectful, courteous, and helpful. The main thing I always try to follow through with is doing what I say I will do. When I can’t, I will be truthful and keep the customer informed. 

I try to treat my customers the way I want to be treated. If your suppliers aren’t doing this, I would certainly shop around!

Now for the most unpredictable part of the business social equation: the customers. Most customers want to be treated just like you want to be treated. They want you to listen and then give them their options. You are the professional, so it is up to you to treat them like you are a professional. Never talk down to them, or over them. Treat their property like it is yours. Always try your best to manage their expectations and provide the very best service that you can. If you aren’t sure of something, be honest and tell them you will research the issue and get back with them. Always, submit test areas where applicable. Providing the customer with before and after photos and gloss meter readings also helps instill confidence in both you and the customer. 

As a restoration and maintenance professional, you should always prescribe a maintenance program before leaving a project. Do not leave it up to chance that your customers will pick the right products to properly maintain your work and their investment. 

Personally, I always leave behind the correct products with explicit instructions on how to reorder, or who to contact if any issues arise. Of course, in commercial applications where ongoing maintenance is supplied, this is not as critical. 

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I know this article has no great epiphanies in it but even so, it is sometimes good to go over the obvious just to help stay on track. So again, be courteous and respectful. These are qualities of the consummate professional. You are only as good as your equipment so lean on your supplier for both technical support and innovation. They should be able to assist you in choosing the right products and technical assistance for a particular project, and with a good attitude as well.

Bob Murrell has worked in the natural stone industry for over 40 years and is well known for his expertise in the restoration and maintenance of natural stone, terrazzo, ceramic tile, and decorative concretes. He helped develop some of the main products and processes which revolutionized the industry, and is currently the Director of Operations for M3 Technologies.