to want my employees to work in the run up to christmas?

[popgoestheweezel]

Myself & dh own a gift shop and website. We have 2 full time members of staff, 5 part timers (2 of those have other part time jobs) and 2 college students. They have their set hours year round, which we are extremely flexible about, but they are expected to work more hours in this very busy but short period.
However, this year, for the first time (and we have been doing this for 15 years) I am faced with several days where not enough people have agreed to work and we will be short staffed. I have informed them that we don't have enough people and asked them to help us out but there are lots of excuses and some downright refusals.
dh and I each work upwards of 60 hours a week throughout oct nov and dec and although we have two children (6&8) we know that this is par for the course in retail and it's fine except when you come to pay the wages every month and think to yourself 'why are we paying all these staff (generously, for the industry and level of skill) yet they refuse to work when they are genuinely required and we have to do all the worst shifts ourselves?'

We have taken on extra staff, they are the two who were informed at interview in august that we would require more hours in dec. This is the person who told us that she was very flexible as she had extremely supportive p-in-laws who would do anything, this is the same person who now says she cannot do even school hour shifts let alone any requiring child care.

When new years comes, I think you need to re think the staffing situation. Maybe make new contracts (if that is legal) saying that extra hours are to be expected from Nov through to new year as part of the job.
The one with kids and not wanting to work anything other than during school now is taking the piss, she committed to a job saying she had care and now suddenly doesn't, she may need letting go as her hours are too restrictive.

It sounds to me like your staff are taking the piss. It seems like they've been enjoying your good nature and flexibility for so long they forgotten what its like to work the other way. Are they really surprised that they would need to work extra hours at Christmas? If it was me I would put my foot down, especially the one that is going back on what was agreed at interview. Are they normally on set shifts or do they change each week? I think they may need reminding about when you've done them favours in the past and that you won't be so inclined to next time they ask.

I'm surprised that most of the responses have been so one sided. I remember a thread a few months back when someone wasn't happy that her dh was always working so much unpaid overtime. She was basically told to suck it up and how he was lucky to have a job in this economy and he shouldn't rock the boat by working only his contracted hours. Perhaps people think its different as your staff are only low level employees and not on a career ladder as such. I think all employees should show some level of commitment to their job regardless. It's not unexpected that retail jobs need to be flexible.

I'd be thinking about this latest staff member's position very seriously, if you only took her on in August she presumably doesn't have full employment rights yet (disclaimer I am NOT an HR person), I'd be looking to replace her with a couple of nice flexible students right now and a new, genuinely flexible person come January.

you can sack the newbie that lied at interview for a start, and take on someone who is contracted to work flexible hours.

You seem to be treating them too much as friends and not enough as employees.

It just isn't the type of job/industry that can insist that staff do overtime unless you're in management when you are expected to do so and expect to do so.

Big stores can cope with high attrition and make higher demands but it probably suits you as a small business to have staff that are happy - so continuing to press the point when they've said no in counter productive in the long run so take on a temp.

That's the trouble with expectations and understandings. Until they're contracted they're meaningless.

I think it's exactly the industry that staff are expected to so overtime, it's retail you need staff to work when the customers are there. It's not paperwork that can reasonably be done at another time.

Of course as a small business it's better to have happy staff, but if they are not working when needed then what's the point.

It's half way through December already so probably too late to advertise, interview and train new staff.

Is there any of your old staff that are still local that you could call and see if they would be willing to do a few shifts?

We do pay them for every minute they work- they clock in and clock out. I would never expect them to do anything without getting paid.
The trouble with finding someone flexible is that they all claim to be until you really need them.
The system is at fault here, and I am at fault for letting everyone do as they pleased for too long. I just try and 'do as you would be done by' thinking that the more flexible hours would lead to happier staff but it seems there is a theme throughout my life that I end up feeling manipulated.

I know the staff issue is holding back the growth of the business cos it is still ultimately reliant on me and dh and therefore can not get any 'bigger'.

You rely on the Christmas trade to keep your business going, I am sure your staff rely on their wages to pay the bills, you shouldn't be given shares in the business etc just to do the job your employed to do; spell it out to them no christmas trade increase no job in the the new year! They seem to be taking advantage, I would certainly be looking at replacing them especially the ones who have worked with you all those years and know exactly how it works.

Someone I know (doesn't live locally) is temp working for M&S over xmas and is expected to be in on all the crappiest shifts (eg. 7am boxing day) for less than I pay my staff and they seem to accept it (despite admitting that it's a horrible place to work and all the other staff are bitchy and cliquey). I don't understand it.

Sounds like in the new year you need to have a staff meeting, explain to them what is needed for the business to grow. Set out exactly what you expect from them and what they should expect from you. Maybe look to employ an assistant manger, if you don't have one already, someone who can be committed to what is best for the business.

Pop I deal feel your pain but, your business is what it is and so are their rewards and contracted working hours and pay.

People do have other commitments. It's hard work having dc's and working. Particularly at xmas.

Our longest serving member of staff is the asst manager, and is completely committed to the business. She is normally responsible for the rota but I have had to step in 'cos it's driving her mad! She says 'If that is their attitude to work then I will do their hours!' but she can't do them all as she already works full time (if only she could clone herself we'd be fine).

Cut their hours and employ me an extra member of staff :)

Yeah, I know it's hard work having dc's and working! (I have worked throughout having my dcs, breastfeeding at my desk for many an hour back in the day). I am really hoping that we will not be let down this weekend and will be able to both have sunday off so the 4 of us can put up our decs and do something as a family. I am not asking any member of staff to do anything remotely excessive, and nothing that they have not verbally agreed to in principle. The problem has come now we've tried to put it into practice!
What I cannot understand is how people who run big businesses ever get over the business being dependent on them as an individual. How do they find the right staff? Is there anyone out there that can demystify this for me? I am definitely getting it wrong.

It doesn't sound like you are asking them to do anything unreasonable at all, at least you do have a good assistant to help you out. It is hard when you run a 7 day business to switch off even when you have a day off. I hope you get your Sunday off.

eah, I know it's hard work having dc's and working! (I have worked throughout having my dcs, breastfeeding at my desk for many an hour back in the day)

Would you let your staff bring their children in...?

They obviously don't care. To make your staff care you need to look at their whole benefits package. A clock in/out system can create a sense of working to rule. Also what other perks do they get? Can you offer Xmas drinks on the extra days? Any staff discount?

I'd be sitting down with them individually and discussing the issue. Plus have a team meeting and find out how things are. Or get anonymous suggestions - but don't take it to heart. It's business.

I would also get legal medieval

(1) a staff meeting when you firmly request more support- politely tell them its not god enough, and remind them of other workers conditions (ie M&S)
(2) let them know in the new years contracts will be legaly re-drafted to accomadate the need for extra support

honestly, its not good.

Think you need to think about having hours specified in contracts from now on, plus specification of x extra hours over nov, dec or whatever. If its not written down then staff have no obligation to work extra - may have worked on goodwill in the past but my experience is that generally, some people will always try to take the piss when it comes to work.

I think you need to adjust their contracts to make clear that extra hours will be expected at busy times and at interview / appraisal time discuss what the size of that expectation is and confirm they will be doing the extra shifts, to be scheduled later. That is part of the job, they are not doing the job if they don't do it - and must recognise that saying they can do no extra is the same as resigning.

I think the clocking in and out thing sends the wrong signal. You need fixed hours, with flexi-time agreed with their manager in advance. You can still be flexible but they know it has to be agreed and is an exception.

You can never expect employees to have the same commitment you do though, so don't let that personal frustration cloud your view.

Also, I've noticed that part-time people can sometimes be very rigid about their hours, even when FT people are expected to do the occasional evening / weekend. Flexibility applies to everyone and PT people need to be as flexible as FT ones, if that's part of the job. Both need plenty of notice of course.

I think that this year you just have to accept that it is what it is, but in January Couple be having a team meeting and explaining that due to the problems you've had you are going to be making some changes. Get everyone new contract. It's a benefit to be flexible and have happy staff, but only to a point. If they aren't meeting the needs of the business then things need to change.

Also, get rid of the new part timer. If she was taken on specifically for work that she now won't do, then tough. There's the door.