Keeping Score Counts

In my very early days of management I was a young assistant manager for a chain of Arby’s restaurants. I worked for  Russ Umphenour, Russ started the company called RTM, which stood for results through motivation. We were taught as part of our training to carry three different 3 x 5 cards in our pocket. One for our boss, one for our family, and one for our employees. On these cards we were to keep notes of things that we had to do, or deal with. I carried this habit with me into my future career.

What I would do is carry a card in my pocket and if I had an employee who, I thought was not doing his job or deserved to be terminated. Then I would take that card every time I observed something that was worthy of condemnation and something that was worthy of praise. I would keep this card for several weeks in my pocket, and I would write down my notes every day in what I observed about this person. After a few weeks had passed I would look at this card and decide. Is there really a problem, is this person really doing a bad job, or am I just acting on my feelings. Sometimes, when you keep score it turned out that it was just my feelings, and sometimes there was actual justification to do some sort of discipline to an employee. This process served as a way for me to be objective and not to just act on feelings in this when it came to affecting someone’s livelihood. It was a great way to insure my ethical leadership to keep score and see is there really a problem?

I remember a specific employee I had at an automotive shop in Montgomery, Alabama. Randy was constantly on my nerves, constantly in my face, and controversy seemed to surround him. I started keeping notes on my card, and after two weeks. It was covered on both sides with negative behavior and incidents. I had a habit when I wanted to speak one-on-one with an employee to say. “Step into my office” and we would walk out into the parking lot, because that was the only place we could have privacy of conversation. It also worked psychologically, because the other employees could see that we were having a personal conversation, and it always got their attention. I very casually and calmly read the contents of my card off to Randy, and looked at him and said, “What do you think about that?” He said” I had no idea I was being that bad, I can’t believe it, but I know everything you just read really happened.” He just stood there, and I could tell he was in deep thought and embarrassed. I said”what are we going to do about it?” He said” I would like another chance. I’ll do my best, and I’ll try not to be any more trouble. You have me dead to rights I couldn’t blame you if you fired me!” Well, I didn’t and he turned out to be a great employee, but I eventually lost him to a better paying opportunity.

So many times, we have no idea how we’re coming across to other people or how we are irritating them. We could all use a second chance sometimes. I like to use my cards just to keep me honest and make sure I’m not hurting people based on my personal feelings or likes and dislikes. This speaks volumes to your other employees as to your sense of fairness and honesty, and the manager. You can’t buy that kind of loyalty!