Incentive programs, software advice

Q: We’re trying to develop and implement a staff incentive program. What resources can we refer to?
A: First of all, I want to congratulate you for recognizing the power of incentives and for your desire to develop an incentive program. An incentive program is an important ingredient in business success. After all, it is our nature to be motivated by rewards, whether stated or unstated.

Developing an incentive program may be very beneficial, if properly designed, implemented and maintained. However, it can also be a failed attempt to improve employee performance or satisfaction if the program is not well designed, is poorly implemented or is not maintained. An incentive program should not be considered if there are not adequate resources to do it right.

Incentive programs, if well-designed, provide rewards that are personally meaningful and linked to the overall success of the company. Because of this, it’s necessary to understand what motivates your people and what strategic imperatives exist.

There’s no one perfect program or structure. Each company requires a customized solution. The programs should include both team-based — or companywide incentives — and individual incentives. One without the other is less effective than the combination of the two.

Incentives require established goals, as rewards should be based on results not effort. Goals should be established for individuals, teams, and for the company as a whole.

The design of specific incentives should depend on the nature of the position responsibilities. For example, an operations manager’s incentives should be related to operational metrics such as productivity, efficiency, etc. An account manager’s incentives should be related to renewal rates, enhancement sales, etc.

As a co-owner of a successful commercial landscape management firm, I saw first-hand the pros and cons of several different incentive programs and reward systems. The rapid growth of our company was largely because of the successful design of our incentive programs, especially at the senior management level.

Interestingly enough, some of the most powerful incentives are the smallest and easiest to manage. We recognized individual achievements at weekly staff meetings. We held cookouts at our field offices for accident-free periods. We celebrated years of service annually at a companywide reception. We even handed out lollipops one summer whenever we arrived on a job site and found the crew following our safety standards. Simple, inexpensive, creative and fun incentives can be extremely powerful.

Phil Harwood,
Landscape Industry Certified Manager, PLANET Trailblazer
Pro-Motion Consulting, Farmington, Mich.

Q: We’re researching software applications to help us effectively manage our design/landscape management business. Ideally, we want a complete package that would include estimating, accounting, scheduling, mapping, networking for multiple users, ability to link to QuickBooks, tracking profitability, budgeting and customer service. We’d also like the ability to keep track of inventory and equipment via barcodes. Any advice?
A: Willamette Landscape Services (WLS) utilizes a number of software products. The software ranges from off-the-shelf products to a customized database.

Concerning accounting, WLS has relied on QuickBooks since our inception in 1996. QuickBooks has been slightly customized to reflect the differences of the company’s three divisions, (maintenance, water conservation/irrigation repair and enhancements/design). Using PLANET’s Operating Cost Study information, we’ve been able to successfully benchmark our operation against other companies. During the early years, WLS used the QuickBooks payroll system, but moved to a dedicated payroll company, ADP, to handle those tasks.

Other software we use includes Microsoft Office, BlackBerry Enterprise and Adobe Acrobat Professional. The management staff also uses Shadow Tracker Live, by ATTI, to manage the company’s fleet activity. The tracking software has allowed WLS to pay closer attention to routing, idle time and driving habits, which all contribute to greater efficiency, vehicle and trailer serviceability and reduced emissions.

Finally, WLS has developed an internal management database system in partnership with Jim Kellogg of Northwest Information Advantage (the creator of PLANET’s certification matrix program). Willamette Landscape Information Management System, or WIMS, has been programmed to relate directly to the daily activities of the company. WIMS collects, stores and interprets information, such as daily and task production rates, chemical application records, customer information, safety incidents and OSHA-required information, contract analysis and many other informative functions that require attention and study. 

The development of this program came about when the amount of data that was otherwise being stored in multitudes of spreadsheets, documents, e-mails and forms became unwieldy. WLS has always been of the mind that it is absolutely necessary to track and analyze the inputs required to maintain a property at the highest level. Bidding “in bulk” or by “thumbnail” is the reason many companies fail to realize the scope of work required to properly maintain or install good landscapes and WIMS is perfectly specific to the company’s goals.

Matthew Triplett,
Landscape Industry Certified Manager and Technician, PLANET Trailblazer
Willamette Landscape Services, Tualatin, Ore.