Customer Experience: The Most Commonly Asked Questions

Filed Under: Track Time
September 2nd, 2014 by Haley Chamberlain

“I just downloaded your trial. So, what exactly is TSheets?” As an employee or business owner, you balance so many different things on your plate of Life. We know this. So, when it comes to time tracking, we understand that you may not have room for just one more thing. It is, however, important to own your time, and that, my friends, is why we’re here. We thought we would lend a helping hand, and answer a few of the most commonly asked questions from our unique, Customer Experience point of view. After all, we are the ones who have the answers! Well, time tracking answers, anyhow…

The iconic TSheets logo.

“I can’t seem to log in. Do you have my password?” We are always happy to help, but we don’t keep passwords on file at TSheets. This protects your security, and we are serious about that business. That being said, you will be able to find a Password Reset link at the top of your company’s TSheets login page. You can simply click on the link, enter in your email or username, and voila! A link will be automatically emailed to you. Keep in mind, you will need an email on file, in your TSheets account, for us to be able to get this link to you.

If you forgot your password, TSheets can help!

“Where can I find the GPS tracking within my TSheets account?” TSheets provides a live look, complete with GPS tracking, from your main company TSheets Dashboard. You will find this by clicking on Manage Timesheets, and then clicking on the map icon to the right of the timesheet. Our GPS tracking will show where those employees are located when they clock in, as well as leaving a bread crumb trail, if they are moving throughout the day. Pretty handy, eh?

TSheets GPS information can be found within the Timesheet List.

“What Is My Company URL?” Your TSheets company URL will be the web address that you type into your web browser, in order to log in to your TSheets company account. This is set up during your trial period, and can also be found within Company Settings. It is usually a good idea to keep it shorter, as that is easier for everyone within your company to remember. Usually, a version of your company name is a great choice.

Your TSheets account URL can be customized to fit your company.

“What version of QuickBooks do you integrate with?” TSheets integrates with QuickBooks Desktop and QuickBooks Online Plus. You will find the QuickBooks installation feature within Company Settings, and then Add-Ons, and there is even a set-up wizard to get you started! As always, if you have questions, we are more than happy to help. The difference between the two is that QuickBooks Desktop utilizes the Intuit Sync Manager, which you will need to set up and run, in order to use the integration. QuickBooks Online Plus, on the other hand, is an online account and can be used without a third step. If you’re looking for even more detail on using TSheets and QuickBooks together, check out our live weekly webinars to get all the information you need. Both are very helpful programs, and make a great team with our time tracking application. Saving you time, and managing it for you is just our specialty. What can we say?

We hope this was a helpful start! Still have more questions? Check out our live chat feature, for quick responses, and knowledgeable answers.

Tips for Administering Corrective Action

Filed Under: News
August 28th, 2014 by Victoria

Tips for Administering Corrective Action

By Pam Waits, Ph.D. of JuvodHR

You have absolutely no idea why I asked you into my office?

Employees want feedback and will be more engaged when they receive it – even if it’s negative. Engaged employees translate into higher customer satisfaction.

Although no one enjoys delivering or receiving discipline, there are steps that can be taken to achieve maximum results and make the process less painful.

The goal of disciplinary action is to give the employee a reasonable opportunity to correct deficiencies and improve overall work performance. If that can’t be accomplished, then the information is used to exit the employee from the organization.

Once a problem has been identified, the manager must determine the severity of the reprimand. It’s not necessary to treat all employees the same, especially if relevant circumstances differ. Employees who are similarly situated should receive comparable penalties for offenses that are similar. Significant differences in circumstances or situations can warrant different penalties.

In writing the corrective action notice, include the following:

1. The description of the incident leading to corrective action being taken, including the date and location the incident occurred and policy violated (if applicable)
Previous attempts to correct the behavior, if applicable
2. A precise description of exactly what’s expected of the employee and when
3. How and when follow-up will occur

Avoid the following:

1. Speaking in generalities – “Bad attitude” “Poor performance”
2. Making assumptions of an employee’s intent behind a behavior – “When you did that, you probably intended for … to happen”
3. Sharing impressions or feelings – “I think you’re doing this because…”
4. Using derogatory or unprofessional language
5. Using the names of other employees
6. Including personal medical information in the corrective action notice
7. Using neutral descriptions that could be misinterpreted as discriminatory – “Too emotional” “Rigid and resistant to change”

JuvodHR’s employee management software offers corrective action notices that are structured to reliably capture employee problems. Tied to the job description, the template begins with the list of characteristics needed to be successful on the job. The manager completes the form by describing the details surrounding the issue. A professional report is automatically generated to give to the employee. No training is needed with JuvodHR and the results are as effective as any enterprise system but optimized for small-business owners and frontline managers.

Keys to delivering strong corrective action.

Even stellar employees can end up needing a little help. Take a look at Superman’s Corrective Action notice. Apparently he let things go just a little too much.

Superman's starting to let things slide.
Pam Waits of JuvodHR.

Pam Waits is the Human Resources (HR) expert for JuvodHR. She holds a Ph.D. in Industrial/Organizational Psychology, has worked for United Airlines and created the HR function for a start-up company. She defies the perception that Human Resource professionals lack a sense of humor.

Why Relationships Are Key to Your Company’s Success

Filed Under: From Matt's Desk
August 27th, 2014 by Matt

Talent is something we aren’t in lack of here at TSheets. And when you have a talented team full of people with careers on the fast track, folks tend to get recruited often. In fact, over the last year, I would bet that at least 50% of my employees have been recruited by other companies. In attempt to steal our top talent away, our people have been offered higher compensation, some as much as 30% more. The results? So far, not one person has been stolen. Not one.

Of course, when people are making employment choices, money is always a consideration. But it isn’t the only factor. More than ever, the newest up and coming generation of talent places tremendous value on being part of a collaborative work environment where they feel like their ideas are heard and they are making a difference.

Attracting and retaining that kind of talent isn’t possible without corporate leaders who make the necessary investment of time and effort into building relationships. That’s why I believe that as a leader, investing in relationships with my employees and my customers is the number one, most vital thing I can do to build a company morale that acts as a catalyst to get individuals to deliver their best work.

TSheets CEO, Matt Rissell, discussing monthly goals at the TSheets Staff Meeting.

People want to work in a place where they have a true sense of satisfaction.

The reality is, most of us spend more time with folks around the office than we do our own families. Because of that, people need strong inter-office relationships. The connections that exist among our team members have an intangible value that is in many ways worth more than cash. We have built an environment that makes people want to come to work here—and makes them want to stay.

Showing employees that you care gives you the right to give feedback.

Because of the relationships I’ve developed with my employees, I feel confident that I’ve earned the right to give them feedback, whether positive or negative. With any team, sometimes getting the absolute best results from employees requires tough conversations. But if I haven’t created the relationship with an employee to be able to start a conversation showing that I know who they are and that I sincerely care about their personal success, I don’t have the credibility to have my feedback received. Your employees aren’t going to be interested in hearing the feedback, unless they know that you care.

Investing in relationships creates teams who trust each other enough to fight.

I love when my employees disagree with me. I surround myself with talented people for a reason—it’s because I know that I don’t always have the right answer. So I don’t want to work with complacent people who are just going to agree with me all the time.

It’s not always easy for employees to disagree, especially with company leaders. But because of the foundation of trust we’ve established, I know that when my employees are passionate and share their thoughtful point of view, it’s because they want our company to win. They are willing to fight for what they believe is best for our company. And because we as a team are able to trust each other completely, we can disagree with one another face to face in a respectful way and know that the relationship is still solid.

It’s interesting concept… You have to trust someone enough to be willing to fight with them (in the appropriate way of course).

When you have a strong relationship with someone, you can say no and still maintain loyalty.

This is true both for employees and for customers. Unfortunately in business, sometimes you have to tell customers no. This is especially true in software, where there’s a perception that adding a button or changing functionality is a lot easier than it actually is. In reality, we’re simply not able to accommodate every request that comes our way, and sometimes we have to be upfront and say no.

As a company that values putting our customers first, saying no isn’t an easy thing to do. But because of the culture of our company and the relationships we’ve built, I know that when something simply isn’t possible, we can be honest with our customers and still keep the relationship in tact.

Here’s the caveat: You have to truly care.

Creating strong relationships with customers and employees isn’t something that can be achieved in five simple steps. As a leader, the investment of time and energy that you put into getting to know your company stakeholders is worthless if you don’t truly care. There are a lot of ways to go about building a great culture—but if you’re looking to create an environment where employees love to go to work and where customers will passionately advocate for your brand, demonstrate your genuine desire to see them succeed. It’s a great first step.

The iconic TSheets logo.

From the Desk of Newbill #1

Filed Under: Inside TSheets
August 26th, 2014 by Matt N

Installment #1

Choosing TSheets is more than just choosing time tracking. It is choosing control over your business, it is choosing to work more efficiently with your team of employees, and it is choosing to be able to afford your customers better service, because you know exactly where your company stands.

We at TSheets are here to help you do that. We firmly believe in above and beyond customer service, because we desire to support you in your success. In the day and age in which we live, you won’t find that as often, but you can be certain that you will always find it here.

We measure fantastic customer experience by encouraging longer phone calls, rather than restrictive times. We view our customers as human beings with lives akin to ours, rather than a number on a list. Our goal is to reach each and every customer on a personal level, as well as a professional one. The only numbers we care about are the ones that tell us how quickly we were able to answer your phone call, live chat, or email. Our availability to you, the awesome TSheets Customer, is our measuring stick.

With a team like TSheets Customer Experience behind you, your company has the ability to go farther than you may have ever imagined. Let us empower you to track your most valuable resource: Time.

The iconic TSheets logo.

Back to School: An Advanced Guide to TSheets

Filed Under: Tips & Tricks
August 25th, 2014 by Victoria

Congratulations! You’ve already passed the classes on getting your TSheets account up and running, as well as the Intermediate Guide to further enhance your TSheets experience, so now you’re ready to learn the subtle nuances of TSheets that will mean greater flexibility as well as greater customization options. Without further adieu, here is your advanced TSheets lesson!

1. PTO Accruals

Some of the PTO accrual settings you can adjust on your TSheets account.

How to do it:

You were able to get PTO set up last week, but now you’re ready for more detail! That’s right, PTO Accruals. If you’re ready to set up balances and banks for PTO hours, then all you will need to do is click on Manage Job Codes and then click the “Manage PTO Codes” link at the bottom of the window. Once you click there you will be able to open the “PTO Codes” tab in the window that opens, and check the box to track accruals. This will open another pop-up window in which you can configure your PTO accrual rules, such as number of hours to be accrued, accrual type / frequency, etc. I would recommend setting up the rule that applies to the majority of your employees, and then (if you need to) customizing the PTO accruals for other individual employees who accrue different amounts or at different times. You can find this by clicking on Manage Employees, then clicking the edit icon for the employee in question, and navigating to the PTO Codes tab. Once there, you’ll see an option to “Personalize Accruals” and that will let you adjust the accrual settings for this individual employee. You will also be able to manually adjust the employee’s PTO bank from there as well, so if you need to grant them extra hours, or add in an initial balance, you can do that from the PTO Codes tab as well.

Why you want it:

Because manually attempting to keep track of the number of PTO hours an employee has accrued versus spent is awful! When you set up TSheets to automate your PTO accrual tracking, you and your employees will always know how many hours they have left, as well as how many hours they’ve spent and when they were spent. This means better scheduling abilities and better insight to your employees time – all good things. :)

2. Linking to QuickBooks

QuickBooks Integration menu from within your TSheets dashboard.

How to do it:

If you didn’t link up your TSheets account with QuickBooks (or ZenPayroll) when you were first setting up your TSheets account, you should definitely do it now! You can do this by clicking on Company Settings and then looking under the Add-Ons section, and clicking the Install button corresponding to the integration of your choice. Then follow the on-screen steps to choose your location and version of QuickBooks and get everything linked up.

Why you want it:

Because you have better things to do with your time than manually enter timesheet information from one system to your payroll system. The goal of TSheets is to automate your time tracking process, we don’t think that process ends with just tracking the hours. So in an effort to be sure you get the most out of TSheets, we recommend you link directly to your accounting software to take your manually entry process down to just being a single mouse click. Once the hours are in TSheets, simply click to export, then run payroll as usual in your existing accounting software solution. Not using QuickBooks or ZenPayroll? No problem! TSheets has the ability to work with other systems as well, read on for more detail on this. :)

3. Tracking and Custom Reports

Just a quick look at a few of the reporting options within your TSheets account.

How to do it:

We’ve said it before, you have your timesheet data, now you need to be able to use it in a way that fits your business. This means you will want to explore TSheets’ reporting capabilities. Personally, I have to recommend the tracking reports. You can find these by clicking on Reports from within your TSheets dashboard, and then opening the Tracking section. Here you will see reports that give you the ability to customize how your timesheet data is sorted, and while it won’t give you individual time stamps, it will give you more flexibility in how your data is accumulated and sorted; for example, by customer or by employee, with the ability to set up dual filter reporting options which makes for a powerful grid view spreadsheet of information.

Why you want it:

These reports give you nearly endless ways of organizing your timesheet data, which means that just about anything you need to be able to see, you can! Hours by client on a per day basis, sorted by only a specific group of employees? Yeah. It can do that. And then some! If for some reason you aren’t seeing an exact report that you need, you do have the option to request a custom report from our development team. A good option for this would be if you need to export time to a payroll system that we don’t directly integrate with, and you don’t want to take the time to configure the report each week. Just reach out to our Customer Experience team and let them know what formatting you need and the specifications for the report that your payroll system will accept, and we’ll get you a quote on what it will cost.

4. Custom Fields

The Custom Fields menu for TSheets.

How to do it:

Since we’re on the subject of customization, it seems the perfect time to mention the Custom Fields add-on available within TSheets. The best part? Getting Custom Fields set up is incredibly quick – all you have to do is contact our Customer Experience team and they’ll get you hooked up. Just be sure you know what you want your Custom Field to be called, if you want it required, if you want it to be a list or a free form text entry field and if you want it to be available on all job codes.

Why you want it:

Custom Fields give you added flexibility to track time against more than just job codes, and picks up where the limitations in job codes ends. For example, the job codes allow you to track time in a hierarchical structure, but Custom Fields mean that you can track time in a more parallel structure (think, something from column A and then something from column B.) Alternatively, if you have something that your employees will always select, such as a specific set of tasks or projects, you could create a custom field for that (which means only setting it up once) instead of listing those tasks under each and every customer. The best part? The reports will display and honor those settings, which means you can filter reports by a specific Custom Field giving you even more power over your timesheet reports.

5. Open API for Development:

Using the TSheets API to link with your own application.

How to do it:

Getting the API set up is as easy as can be; just log into your TSheets account as the administrator and click on Company Settings, then look under the Add-Ons section. Here you’ll see the API, just click the Install button for it, and you’re ready to start adding applications. The astounding TSheets development team has also put together expansive documentation covering all the ins and outs of what our API can handle.

Why you want it:

The best reason to want to use the API? Because it gives you the ability to completely customize your TSheets experience. You have the ability to build your own custom report, to create a direct integration with your own payroll system, even to customize the way that your employees enter their time. This is definitely one of the most advanced sections of TSheets, hence why I’ve saved it for this lesson, but if you’re a developer (or have a friend who is!) this feature simply can’t be beat!

And that’s it! If you’ve covered all these articles then you are now a complete pro when it comes to TSheets and you should celebrate, your TSheets account is custom fitted to your exact needs, and you’re equipped with all the tools, tips, and tricks that you could ever imagine needing. Congratulations, grad, now is your time to go forth and face the world as the empowered individual you are! Oh, and I’ve heard you’re also supposed to wear sunscreen, or something like that! ;)