*****Regardless of them leaving voluntarily or getting terminated, we have to have something documented with them saying they left. This could be a text thread or a signed document.******
Termination/Resignation Procedure (DO THESE STEPS IN THIS ORDER) (Some steps may not apply to employee resignations)
1) Supervisor: Secure Their Schedule
Before you even reach out to them about any problems, take a screenshot of their schedule over the next 6-12 weeks so that if they get mad and try to burn the house down, we’ll have a record of what’s missing. If they try to delete things in our CRM database, then we’ll restore that from a backup.
How to Change Their Calendar
1) Log into Google > Admin > User > Their name > More > Suspend (so that they aren’t getting email notifications as we change things but haven’t told them of their termination yet)
2) Have TA see where you can change their schedule to other trainers
3) Call the ones with conflicts to see how we can make adjustments
For Eval Pros:
1) Move future evaluations to alternative sales staff.
2) Move any clients to different slots if necessary / call and set it up.
3) Look up the T3.2’s on AC and Change eval pro's name on AC
4) Complete any unfinished evaluation admin.
2) Supervisor: Secure Our DIGITAL Assets!
Change their passwords to our apps, databases, social media and intranet so that they cannot mess up anything or have the team member who has access do a particular step if necessary. This includes: Slack, Facebook, Instagram, Active Campaign, Email, Schedule, Square, PayPal, SquareSpace, Evernote, Google G Suite docs, Dropbox, Grasshopper, Photo streams, etc.
Social:
Take them off FB Editor or remove their Facebook permissions.
Change the IG Password or have account handler do it.
If they are an admin in our dog owners group, remove admin privileges.
Change Twitter/X password if they have access to it.
Change password to Canva, OpenAi, etc. if they are using it.
Apps:
Remove them as a user on our corporate Slack account.
Delete them as a user on Active Campaign.
Email & Drive - Forward their Email & Drive contents to LT on Google Admin
Note: Once you remove their email, it will often stop them from accessing several other apps like Slack, Active Campaign, etc because their email is their username.
On other apps, we all share a username and email, so all you have to do is change the password and then replace it in the passwords tab in the Biz Plans file.
Delete them in Google Admin and forward their account to another team member.
Take any access to dropbox and Evernote.
JustCall - Take them off the calls if they are currently getting calls & delete them as a user. Or change passwords if they share an account. Watch this video to do it right.
Sales:
Change PayPal Password (if they are in sales and have access to this.)
Delete them as a user on Omni & Square
Intranet:
Change Intranet and team training passwords.
If they are on the website as a team member, reach out to Daniel or Brad and have them removed them from the website.
Games:
If they direct & plan the games, change the Sign Up Genius password.
3) Supervisor: Call An In-Person Meeting
Invite them over for a meeting so that you can see them face to face if possible, even if its in a parking lot, and maybe even better if its in a public space like a coffee shop, etc (so that they don’t yell or attack you with witnesses.)
Note: You MUST have another team member there as a witness. This will be helpful for all parties, but particularly if they try to sue for whatever reason.
4) Supervisor: Update Them On The Story As We See It
Be calm and poised no matter how emotional they get. Tell them what we know by stating the facts that you have. They might try to spin the story or get emotional. There is no need to defend the facts or get into a debate with them. You do not need to win them to see our point of view. Simply move to the next part of the conversation.
Preferred Route #1 - Ask Them to Resign
Try to “coach them out” instead of firing them so that our unemployment taxes won’t increase.
Script: “This isn’t working. You aren’t happy here. I think its time that you resign your post.”
Preferred Route #2 - Terminate the Relationship
If you can’t get them to resign, then tell them that we are ending our relationship. Give them an incentive to politely cooperate in giving our stuff back. At this time, also request that they do not reach out to their clients.
Script: “We are ending our relationship with you effective immediately. Once you sign this paperwork and return our stuff, then we will send your final paycheck to the address you give us.”
5) ONLY FOR DOG PRO’S: Have an administrator trigger the automation called “Email to the Clients of Ex-Dog Pro's”
Ask Brad to show you how. This message reads something like this…
“Hey there! This is Wonder Dog! I have some exciting news for you. Your former Dog Pro (Trainer name) has moved on from Wonder Dog to pursue some other exciting opportunities!
“One of our Certified Dog Pros will be taking over the rest of your training and (he/she) is so excited to work with you!
“So moving forward, if you need to cancel, reschedule, or just have some general questions, please reach out to the Wonder Dog team (Company number) OR contact your new Dog Pro (Name of dog pro) directly at (Number)!”
6) Supervisor: Completely Fill Out the Online Paperwork.
Use this form below to document everything. When you submit it, it goes to Personnel for final processing and storage (see last step).
7) Supervisor: Secure Our PHYSICAL Assets
Go with them with another team member or witness to get all company assets (leashes, collars, employee handbooks, training manuals, supplies, equipment, flyers or property of Wonder Dog). MAKE SURE TO GET THEIR SHIRTS AND JACKETS! Or have them drop them off to a neutral party if they are upset, like the TA or another DP.
8) Personnel Manager: Process the Documents
Save a copy of the write-up form to the ex-employee’s Personnel file on Dropbox.
Change their employee file name and add their termination date to say “Rachel Smith Was Hired on 01052015 & Resigned (or Terminated) on 12072019"
9) Personnel Manager: Process Final Paycheck (Delayed a month if they are an Eval Pro to subtract all refunded commissions)
Have TA or whoever is doing payroll and have them run an off-cycle payroll and send them their last check. Then go into Square and remove them from the Payroll.