Loss of Trust – Words from One of My Most Respected Early Mentors

Years ago, Byron Campbell, then the Publisher of the LA Daily News, took a big chance by promoting me from the HR Director of a small sister newspaper to the VP of HR for the LA Daily News. I was one of the first women to be given the opportunity to represent a large LA newspaper in negotiating union contracts. I transferred from managing a team of two to building a team of thirteen. I was also the only female on an executive team of eight led by Byron. I had a lot to learn and, fortunately, my boss was a wonderful, kind, smart mentor!

One of most helpful words of advice I received from Byron was: “When the trust is gone, you need to end the relationship.” Of course, you always follow the appropriate legal and management guidelines for ending work relationships, but you find a way to reach a mutual agreement on ending it because you truly cannot function efficiently without the trust of members of your team, whether your team is your department or the executive team of the company. Of course, you first investigate to make sure that your loss of trust was not due to a correctable misunderstanding or other valid, correctable issue. If, indeed, the trust is broken and cannot be repaired, solutions include the options of a transfer, voluntary termination or involuntary termination with or without an agreement depending on the situation. As Byron told me so many years ago, “When trust is gone and cannot be regained, it is time to end the work relationship.”

Julia S. Aguilar


“Less than Perfect” Applicant may be “Just Right”!

In 2011 and 2012, I wrote blogs about the difficulty finding “the perfect candidate” even in times of high unemployment. In today’s world of extremely low unemployment, “the perfect candidate” is definitely more elusive.

That’s one of the reasons clients use our services to “try out” potential employees prior to making their hiring decisions.

Interestingly, some of our most successful long-term hires and placements have been from the “less than perfect” candidates.

I’d like to repeat two personal success stories in which “less than perfect” candidates exceeded everyone’s expectations:

In the 90’s, the company I managed had a rigid required typing score before someone could be hired for an inside sales position. One applicant had the right personality and skill set except for her typing skills. Unfortunately, she could not meet the required typing score until those giving the typing test allowed her to take the test over and over until she finally passed…or so they finally confessed to me a couple of years later! This “less than perfect” candidate has worked for the company for 25 years and has enjoyed outstanding sales successes over the years.

Twenty years ago, my brother turned 40, sold his auto parts business and called Big Sis to ask for help with preparing a resume for a position at a large manufacturing plant. He had been self-employed since high school as a farmer and later as a small business owner. The obvious questions/concerns for the prospective employer included:

Could he work for a “boss” after being his own “boss” for 20+ years?

Could he possibly be a team player after years of owning a small business?

I knew his only chance of success was to get to the interview. His work experience would not get him there! We concentrated on preparing a resume and cover letter that addressed the likely concerns, including the reasons for being interested in the position and the company. We listed non-work team activities on his resume that he had participated in over the years, including racing cars, playing football and adult softball.

We were disappointed when he was not among the first group to be selected. Just a week later, he called to tell me that additional hires were being made and he had a second chance. He was called in for an interview and hired based on his personality, his attitude toward work and teams and on his experience with non-work team activities. He has been promoted several times, and continues to be one of the most popular and respected team members in his company. He plans to retire from his position in a few years after more than 20 years of service with the company for which he was not the perfect candidate!

Though an individual needs to have the basic skills, experience and personality fit for the job, the “less than perfect candidate” sometimes becomes a long-term, valued employee. Don’t rule out valid candidates without giving them a chance to explain why the job they are applying for is the right one for them at this point in their lives.

Julie Aguilar
Principal, CSP


Excellent Customer Service Starts at the Top

Excellent customer service is reflected in the mission statements and policies of many companies of all sizes and from all industries. Recently, I have experienced both exceptionally good and exceptionally poor customer service.

Here are a few examples of each which represent different industries and different parts of our country:

1. After numerous transfers and almost two hours on the phone attempting to arrange TV service for my son in his new apartment, an installation time was finally confirmed. Then came the surprise, “Unfortunately, the apartment complex does not allow satellite dishes to be installed.”
Sure would have made for a better customer service experience if this information had been checked and shared during the first five minutes. Point: Don’t continually transfer customers by either Chatterbox or Customer Service Representatives unless the information needed is available. Customers indeed get tired of repeating the same request and the same information. It is particularly frustrating when the issue cannot be resolved, but a lot of time has been taken.
2. I was in an extremely long line at a bank during the lunch hour; two tellers were working while a number of staff members were seated at their desks without customers. I thought it was because it was the lunch hour until I overheard two customers discussing that it was always this way at this branch no matter what the time of day. Point: When a customer service issue is this obvious, reevaluate staffing assignments and lunch/break schedules.
3. I ordered sweet potato fries at one of my favorite restaurants. This restaurant is part of a highly rated chain and one at which I’ve enjoyed many delicious meals. The fries were lukewarm at best when served. I ordered the fries again the next night after mentioning to the waiter that the fries I had eaten the night before were not hot. Again, the fries were lukewarm and appeared a bit stale/old. I asked the server about the fries and she said, “Not many orders for sweet potato fries are placed so the ones served have often been setting for a while. You only receive hot sweet potato fries if there are none already cooked and a fresh batch has to be prepared for your order.” Point: Even well-run national companies fail to meet their established standards if local management fails to support or fails to understand the standards.
4. I recently stayed at the same hotel for two weeks. The staff was excellent: Front Desk clerks welcomed you, remembered your name and quickly responded to any questions or special requests. Point: I will always remember their attitude and their helpfulness and will likely stay at the same hotel chain again and again.
5. During the same hotel stay, I used Uber two or more times each day. The Uber app works exceptionally well, most drivers were professional and provided excellent service, any mistakes were quickly corrected. Point: Uber has well trained contractors and their app is extremely easy to use. Both factors contributed to their excellent service.
6. A hospital where my son had hand surgery (the reason for the hotel stay) provided the best possible customer service. At check in, the Patient Services Representative had been in her position for 22 years and clearly enjoyed her job, admired the doctor and the hospital. This was a large facility which ran right on schedule, made patients and family feel welcome and comfortable, answered questions with ease, provided excellent care from check in through surgery and follow-up appointments. Point: There is an obvious reason that this is one of the most highly-rated hospitals in the country. Staff has been well trained and given the authority to provide excellent service to patients and their families.

It is my belief that excellent customer service starts with top management at each business or operation. It is important to hire the right people, provide direction and training for all staff positions, provide adequate compensation and benefits to ensure employees know they are appreciated and give employees the authority to make decisions on the spot to accommodate customer needs whenever reasonable to do so. Excellent customer service does indeed pay off for all: customers, employees and the business!

Julia Aguilar


Father’s Day

In 2016, my brothers and I celebrated the anniversary of our father’s 100th birthday. My father (Daddy Roger) was one of the smartest and kindest people I’ve ever met. He often quoted Shakespeare, could solve any math problem and wrote wonderful, amusing letters. He was fascinated by the stars in the sky and by space exploration. He played 12 musical instruments by ear and entertained us many times picking the guitar and playing the mouth harp. However, he could not carry a tune and that is one trait he passed along to me. My mother even once told me while I was singing a hymn in church that I sung like my father and I’m sure that was not a compliment on either of our voices.

He taught all of us to be interested in politics. I don’t think any of his six children have ever failed to vote in an election. I recall him always reading the Richmond Times-Dispatch and the Reader’s Digest.

He turned down a college scholarship because he didn’t want to leave his hometown girlfriend who later became our mother. Our parents were married for forty years and died just four months apart. I have no doubt that my mother died of a broken heart following the loss of her “boyfriend”.

Never once did he give me, his only daughter, any inclination that girls were in any way inferior. He assumed I would go to college and enjoy a successful career. Okay, so he did once tell me he didn’t want me to have any children because he didn’t want me to go through the pain of childbirth. He assured me that with five brothers, the sisters-in-law could provide all the grandchildren he needed! I solved this by marrying someone who already had two children.

As I wrote last year, Mother’s Day can never be neglected. Father’s Day does not often get the same attention. This is a good time for all to remember and to thank our fathers for all that they did to enrich our lives.

Julia Shell Aguilar


Staffing Companies–the Experts!

June is the traditional month for graduations…and for starting and restarting careers or for changing jobs. Students graduating this year are likely familiar with job boards, websites, social media and some local and national companies’ websites. Even in this day of various options and low unemployment, it can be quite a challenge to find the job you are seeking. Job searches remain a time-consuming and often an overwhelming process for applicants both with and without experience in job searches.

One option for finding jobs that recent graduates and reentry candidates may not immediately think of is staffing companies. Staffing companies’ business model is built upon matching those seeking jobs with those needing to hire employees. Many staffing companies place applicants in temporary, temporary to hire and direct hire positions. It may be the right option for some who are seeking temporary summer jobs as well as those seeking longer term career positions.

If you would like no-cost assistance with your job search from an experienced placement team, give us a call at 805-544-1800 or contact us through our website. We’re here to help match those seeking jobs with those needing to hire employees!

Julia Aguilar


Mother’s Day Blog

Many of us were fortunate enough to not only have mothers who helped to make us strong, but aunts as well. My father’s sister, Juliet or JuJu, was the perfect aunt throughout my first 40 years. First of all, we shared the same first name though my parents modified “Juliet” to “Julia”.

When I was a junior in high school, I was dating a soldier from the local military base. I overheard a conversation between my mother and JuJu in which my mother expressed great concern that I would get married instead of going to college. I recall overhearing my aunt telling my mother, “Let me take care of it.” The following week, my aunt invited me to tour three colleges that she thought I might like to attend. We toured the colleges and drove throughout the Commonwealth of Virginia for a week. I decided on the trip that I thought Radford College would be a good choice.

Shortly after our college tour, I learned that my boyfriend was to be discharged and would return to Vermont in a few weeks. Taking no chances, JuJu invited me to join her and her children on a three-week trip to California knowing that “Bob” would be gone when we returned. We enjoyed a wonderful trip on which JuJu made sure we used a Duncan Hines Book of Recommendations to determine where we ate and AAA and Best Western Books to determine where we stayed. We toured many historic and fascinating sites and enjoyed glorious evenings of swimming and talking.

As a country girl from Virginia, it is fair to say that the two trips were life-changing for me. I did attend Radford College and was even a bit familiar with California when many years later, my husband was transferred to San Diego.

Happy Mother’s Day to the aunts, mothers and grandmothers who made us strong women!

Julia S. Aguilar


Increasing Pay Rates for Both New Hires and Current Employees

With the unemployment rate being extremely low, employers are finding that they must often increase the starting pay rate for new hires in order to attract individuals with the skills and experience needed for many mid-level positions. Of course, starting wages have also increased for entry level positions as the minimum hourly wage has increased and the unemployment rate has remained low.
The increased pay for new hires is certainly helpful to many. However, employers must also be cautious of the impact higher starting pay for new hires has on current employees. Current employees who are doing a satisfactory or better job should not make less than a new hire with less experience except in extenuating circumstances, i.e. specific skills and extended education.

Employees often know what co-workers make. If newer employees are making more for the same job than longer term employees, morale and performance issues are likely to develop and turnover is likely to increase.

Wages will likely continue to increase for both entry level and mid-level positions. Employers need to make certain that as pay rates increase for new hires, equity and fairness is made a part of their overall compensation plans for both new hires and current employees.

Julia Aguilar


2017 EEOC Discrimination Statistics

Statistics for 2017 workplace discrimination claims were recently released by the Equal Employment Opportunity Commission (EEOC).  Retaliation claims were again at the top of the list with nearly 50 percent of 2017 claims being filed for retaliation.

  • A total of 84,524 claims were filed in 2017 with 41,097 (48.8 percent) being for retaliation.
  • Race discrimination claims accounted for 28,528 (33.9 percent).
  • Disability claims accounted for 26,838 (31.9 percent).
  • Sex discrimination claims accounted for 25,605 (30.4 percent).
  • Age discrimination claims accounted for 18,375 (21.8 percent).
  • National Origin discrimination claims accounted for 8,299 (9.8 percent).
  • Religion discrimination claims accounted for 3,346 (4.1 percent).
  • Color discrimination claims accounted for 3,240 (3.8 percent).
  • Equal Pay Act claims totaled 996 (1.2 percent).
  • Genetic Information Non-Discrimination Act (GINA) accounted for 206 (.2 percent).

 *The above numbers exceed 100 percent because multiple categories are sometimes charged.

Of the charges filed at the federal level through the EEOC; 5,423 (6.4 percent) were from California.  In California, employees have the option of filing either through the EEOC or the California Department of Fair Employment and Housing or both.  Retaliation accounted for 50.7 percent of the state charges and Disability was second with 35.3 percent.

California law emphasizes the employer’s duty to prevent harassment, discrimination and retaliation in the workplace.  Best practices include training for supervisors on definitions of retaliation and company policy as well as a senior management review of discipline and termination decisions before taking action on any employee who has expressed or filed a claim of discrimination.

Call or email San Luis Personnel Services if you are interested in learning more or in scheduling a class.

Julia S. Aguilar


AB 5 is Gone for Now!

Many businesses, including staffing agencies such as San Luis Personnel Services, were greatly relieved to receive the news today that California AB 5 is “dead for now”. The California legislature considered the bill in 2017 and continued it to 2018 with a hearing scheduled for January 18th in the Assembly Appropriations Committee. The Chairperson of the Assembly Appropriations Committee declined to take the bill up for a vote in the committee which effectively killed the bill for 2018. Unfortunately, the matter could come again in a different or a new bill later in 2018.

AB 5 was definitely a “Job-Killer” bill and one of the most ill-conceived bills that I have read in many years. AB 5 required employers with 10 or more employees to offer additional hours of work to existing part-time, nonexempt employees before hiring or using additional employees or subcontractors, including temporary workers.

Requiring businesses and hiring authorities to first offer jobs to any part-time, qualified employees and to justify why a “new” employee is being hired creates laborious and unnecessary work for Human Resources and other hiring authorities to evaluate every part-time employee’s skills for any job opening. Equally important, it would frequently prevent businesses from hiring the applicant who is the most qualified for the position. Instead, businesses would have to increase the hours for less qualified employees resulting in lower productivity. It is my opinion that some companies would decide to just not hire additional employees due to the added workload, the loss of flexibility in hiring, the removal of choice to hire the best candidate and the fear of litigation.

There is no doubt that AB 5 would have destroyed many jobs –harming temporary and contract workers, unemployed candidates seeking employment, staffing firms, businesses and the California economy.

Congratulations and thank you to the California Chamber of Commerce, the American Staffing Association, the California Staffing Association and all others who worked to be sure that legislators understood the damage that could be done to employers and prospective employees by AB 5.

Julia S. Aguilar
Principal, CSP


More Jobs than Workers

The greatest challenge facing many businesses in 2018 will be the shortage of applicants seeking jobs. “Now Hiring” signs are posted in windows, “Now Hiring” banners hang from the fronts of stores, recruitment ads appear on company websites, recruiting websites, job boards and in various media.

The share of Americans either employed or actively looking for work has shrunk to 62.7% from 66% in 2007, the beginning of the 2008-09 economic downturn. The reason for the decrease is still up for debate. While reasons are unclear, the trend is definitely a troubling one. There was a 20% decrease in men’s workforce participation and a 25% decrease in women’s workforce participation between 1999 and 2015.

There is no doubt that the unemployment rate is low in many places and the unemployment rate for us in San Luis Obispo is extremely low at 3.7% (9/17). Five % unemployment is sometimes referred to as full employment so 3.7% makes quite a statement!

Wages have remained stagnant despite unemployment reaching new lows. Minimum wage increases in California will likely result in higher wages for low to mid-level positions. This may entice some to reenter the workforce.

The “skills gap” is likely to be a continuing problem. Finding highly trained workers to fill specialized positions is particularly difficult. Manufacturing companies have found this particularly an issue as more manufacturing jobs require intermediate computer training.

Companies will need to take a serious look at wages for 2018 and beyond. Wages may need to increase in order to hire and retain the skilled workers needed to grow businesses. Companies will also need to consider hiring workers who do not have all of the desired skills, but have some skills and good potential.

This bodes well for the temporary staffing industry. The “try the employees out before making a long-term hiring decision” may be the key to hiring the employees you need in 2018!

Julie Aguilar