Every company is unique and has its own challenges finding and employing quality people.

But I would like to address bus companies.

Have you ever asked yourself: "Why is it so difficult to attract and keep quality drivers?"

Many companies quietly accept less quality to get a body behind the wheel.

How do we judge quality in an interview or background check? You may form an opinion but the applicant is always at their best during an interview and eager to serve.

I believe everyone has good and bad qualities. We all start out showing our good qualities but then something happens and the bad qualities emerge. The commitment isnt there.

I believe drivers dont commit to a company because of discouragement. By that I mean the employees needs are not being met. They are discouraged, running around in circles, throwing their arms in the air and saying "whatever" until the next best opportunity arises.

Understanding employees

Knowing this, we must ask ourselves what are the employees needs? Most people work to make a living wage but it would be unwise to assume everyone does. They may just want something to do or even fellowship with other people. The needs have to be evaluated and applied according to the companys ability.

Sometimes, needs can be met simply by saying "have a great day."

I also believe discouragement arises because of a lack of policies and procedures that give the employees awareness of the companys values. Such policies give employees insight into what is right, wrong and fair. A perfect example is a seniority list. With such a list, the employee knows exactly where he or she stands.

Finally, discouragement comes from a lack of appreciation. No one wants to work in a thankless job. Humans need to feel appreciated, valued and accepted -- that they have worth.

In this case, the concern is bus drivers. The drivers are in the front line in this industry. They are the core; they make or break the business.

Do they know this, or are they treated as disposable pens? "When the ink is all used up just get another one."

The office bias

Some people may think its the office personnel who make or break a business. That may very well be true but some companies may find it easier to get new office help. Why? Because more people are willing to take on an office position.

Office jobs are challenging and hectic but more often are viewed as valued positions. These jobs are perceived differently. Office personal also get discouraged especially trying to make discouraged bus drivers happy.

Im not sure if office personnel are aware of their role as leaders, or that they have a certain role in the company. The company is led by office personnel that apply the rules, regulations, policies and procedures set by the company.

Are the leaders leading, or being led by discouragement? Do they set the example of a team player and/or team environment? If you lead your team, you are responsible for making sure the revolving door (through which current employees enter) swings in such a way that better players are joining the team then leaving.

One of the ways you can facilitate that is to place high value on good people you already have on the team.

Sizing up teams

Every team has three groups of players. There are the starters who add value to the organization or who directly influence its course. And the bench players, who add value to the organization indirectly or who support the starters who do.

The third group is a core group within the starters that I call the inner circle members. These are people without whom the team would fall apart.

The company must make sure each group is continually developed so bench players are able to step up to become starters and starters are able to step up to become inner-circle members. If your treatment of key people does not match their value, you run the risk of losing them.

There is a famous quote about soldiers from George Washington:

"The willingness with which our young people are likely to serve in any war, no matter how justified, shall be directly proportional to how they perceive the veterans of earlier wars were treated and appreciated by their nation."

This quote could be modified as follows: "The willingness with which bus drivers are likely to serve a company in a time of need, shall be directly proportional to how they perceive the current and veteran drivers of earlier employment were treated and appreciated by their employer."

While the text has been changed, the wisdom behind this pronouncement lives on.

Achieving success

Teams that dont bond cant build. Why? Because they never become a cohesive unit. Why do wounded soldiers strive to rejoin their friends on the battlefield? Because after you work and live with people you soon realize that your survival depends on one another.

For a team to be successful, the teammates have to know they will look out for one another. When a team member cares about no one but himself the whole team suffers.

I believe that one of the best ways to get members to care about one another is to get them together outside of a work context to build relationships.

Plan outings to bring people together at social events, during these times make sure they spend part of their time with staff members they really dont know very well. Not only are they building relationships but they are being prevented from developing cliques.

The simple answer to the question I posed at the beginning -- about attracting and retaining quality drivers -- is that everyone must strive to have a heart of service. Everyone in the company needs to serve each other as they would like to be served.

A team of players leaning on each other for a common goal, with the goal being to develop and maintain a company of integrity built on the integrity of its employees.

If respect is rendered, gratitude will follow. Even the least of us is grateful for someone in our life. That someone can be you. Gratitude builds up, discouragement tears down. Robert New is a dispatcher for Express Transportation in Orlando, Fla.