👥 HR & People Ops SOP
Hiring, Onboarding, Culture & Team Success
The $2 Lakh Hiring Mistake
Why a Proper Hiring Process Matters
We once hired a developer in a rush. Client project was urgent. Took just one interview, no skill test, no reference check. Seemed confident in the call.
Within 2 weeks:
- Missed 3 deadlines
- Code was copy-pasted from tutorials (didn't work)
- Client complained about communication
- We had to redo the entire project ourselves
Cost of that "quick hire":
- $80,000 paid to the developer
- $1,20,000 in delay costs and overtime
- 1 angry client who almost left
👥 HR CORE PRINCIPLES
1. HIRE SLOW, FIRE FAST
Take time to find the right person. But if someone isn't working out, don't drag it on for months hoping they'll improve. Quick, respectful exits protect both parties.
2. CULTURE FIT > SKILL
Skills can be taught. Attitude, work ethic, and values cannot. A brilliant toxic person will cost you your best people.
3. DOCUMENTATION IS PROTECTION
Every offer, contract, warning, and termination in writing. No verbal agreements. Protects the company AND the employee.
4. TRANSPARENT COMMUNICATION
Clear expectations from Day 1. No surprises in performance reviews. If someone is underperforming, they should know before it becomes a termination conversation.
Weekly Performance Calls - MANDATORY
⏰ Call Schedule
Every Tuesday: Conduct 1-to-1 calls with EVERY team member
Duration: 15 minutes per person
Documentation: Record in Performance Call spreadsheet IMMEDIATELY after call
📋 Required Data Collection
⚠️ Collect SPECIFIC data — numbers, dates, not vague statements
| Question | Expected Response Type |
|---|---|
| Satisfaction rating? | 0-10 scale (number required) |
| Specific problems faced? | With concrete examples |
| Career goals/options pursuing? | Specific courses, certifications |
| What specifically do you LIKE? | ⚠️ Neutral is NOT acceptable |
For departing employees: Why leaving, future preferences, return timeline
For employees with exams: Specific examination dates
📈 Purpose
- Find what works and what doesn't — improve accordingly
- Double down on what people LIKE, cut problems
- If "no problems" — document WHY they are happy specifically
- Submit completed sheet to management same day as calls
💰 STIPEND-PERFORMANCE CONNECTION
Stipends directly reflect quality, consistency, and discipline of work.
- Operations Manager tracks everyone's performance and provides feedback for stipend decisions
- Without proper daily reporting, efforts cannot be measured — affects stipend
- Better performance = eligibility for bonuses and stipend increments
⚠️ Stipend Deductions
- Unnecessary absences = Stipend deduction
- Repeated late starts = Stipend deduction
- Casual approach to work = Stipend impact
📉 Performance Improvement Warnings
- Decline in performance + increase in holidays = Immediate warning
- First warning documented with specific examples
- Continued poor performance after warning = Potential termination
Leave Policy & Certificate Guidelines
🏖️ Leave Policy Clarifications
- Unpaid leaves: Can be taken anytime for any number of days
- Paid leave accumulation: Not guaranteed — subject to approval at time of request
- Training period leaves: Allowed but communication is mandatory
- Interns: Lenient policy but communication is mandatory
📜 Certificate & Document Policies
- Recommendation letters: Reserved for TOP employees ONLY — requires management approval
- Experience certificates: Standard process for all completing tenure
- Poor performance penalty: 10 additional days before certificate eligibility
- All assigned tasks must be complete before certificate generation
🏛️ TEAM HIERARCHY & OVERRIDE AUTHORITY
Organization Chart
| Level 1 | CEO/Founder |
| Level 2 | Operations Manager |
| Level 3 | Reporting Managers (Day shift communications) |
| Level 4 | Team Lead / Senior Developers / Designers |
| Level 5 | Interns - Shopify Web Development |
⚠️ Override Authority
Higher rank ALWAYS has authority to override instructions from lower ranks.
- This is non-negotiable — do not argue this point
- If conflicting instructions, follow higher-ranking person's direction
- Report conflicts to immediate supervisor for clarification
📣 Reporting Manager Responsibilities
- Receive raw instructions from management
- REFINE messages before sharing with team — make easier to understand
- Add course of action recommendations
- Never share raw management messages directly to team
Complete Hiring Process - 6 Steps
🎯 The Golden Rule
"Hire for attitude, train for skills. A person at level 6 can become 10, but level 3 cannot become 6."
Don't settle until you get employee exactly as per JD. Only work with good people.
📋 STEP 1: Create Job Description (JD)
8 Mandatory JD Elements
- Department - Where they'll work
- Job Title - Clear role name
- Gender - Or "Any"
- Age Range - Preferred experience level
- Experience Required - Years and type
- Education - Minimum qualifications
- Salary Range - Budget transparency
- Technical Skills - Must-have abilities
Where to Post JD:
| Channel | Platform |
|---|---|
| Job Sites | Naukri, Apna, Monster, Indeed, LinkedIn |
| Social Media | LinkedIn, Instagram, Twitter |
| Network | Friends/Family, WhatsApp groups, Status |
| Agencies | Local placement agencies, headhunters |
| Community | YouTube (2.5M subscribers), Shopify meetups |
| Campus | Local engineering college placements |
🔍 STEP 2: CV Screening (Filter 100 → 15)
| Criteria | What to Check | 🚩 Red Flag |
|---|---|---|
| School/College | Shows commitment, not just tier 1 | Low-quality institutions with gaps |
| Education Performance | Consistent grades show discipline | Major inconsistencies unexplained |
| Location | Lucknow or willing to relocate | Unclear on relocation |
| Career Track | Is there growth or stagnation? | Same role for 5+ years |
| Job Switch Frequency | Max 1 switch per year acceptable | 🚩 3+ jobs in 1 year = instant reject |
| Job Growth | Did salary increase? Role expand? | Lateral moves only, no growth |
| Marital Status | Married = generally more responsible | N/A |
Role-Specific CV Checks
For Developers: Check portfolio links, look for live Shopify stores, GitHub profile is a plus
For Sales: Look for revenue numbers, Fiverr profile link, evidence of conversion rates
📞 STEP 3: Confirmation Call (Filter 15 → 5)
5 Things to Confirm on Call
- Double-check Data - Is CV accurate? Any discrepancies?
- Confidence Check - Do they sound confident or nervous?
- Personality - Professional? Friendly? Arrogant?
- Availability - Can start in 15-30 days max?
- Pay Expectation - Does it match your budget?
📝 Call Script
"Hi [Name], this is [Your Name] from Digital Heroes. I'm calling regarding your application for [Position]. Is this a good time for 5 minutes?"
[If yes]:
"Great! I've reviewed your CV and wanted to confirm:
- You worked at [Company] - briefly, what did you do?
- Expected salary is [X] - negotiable or fixed?
- What's your notice period? When can you start?
- You're comfortable with [specific JD requirement]?
- Any questions before potential interview?"
"Perfect. If shortlisted, we'll call within 3-5 days for interview. Thank you!"
🎤 STEP 4: In-Person Interview (Filter 5 → 1-2)
Duration: 45-60 minutes
Section A: CV-Related Questions (10-15 min)
| Question | What You're Assessing |
|---|---|
| Walk me through your career - why did you leave each job? | Job switch reasons, ownership vs blame |
| Tell me about your family background and financial situation | Stability, financial need (affects motivation) |
| What was your job growth (salary + position)? | Growth mindset vs stagnation |
| What are your future plans? Next 2 years, 5 years? | Long-term vision alignment |
| Which city do you want to settle long-term? | Relocation risk |
🚩 Red Flags in Section A
- Vague answers about why they left jobs
- Blaming previous employers constantly
- Unrealistic expectations
- Unclear future goals
Section B: Technical Questions (15-20 min)
See Interview Question Banks below for role-specific questions
Section C: Situational/Behavioral (15-20 min)
🚫 NEVER Ask:
- "Are you a hard worker?" (they'll say yes)
- "Can you handle pressure?" (they'll say yes)
- "Are you honest?" (they'll say yes)
✅ ALWAYS Ask Open-Ended with Actual Situations:
- "Tell me about a time you worked extremely hard on a project" → What was the situation? What did you do specifically?
- "Describe a situation where you failed to meet a deadline" → What happened? What did you learn?
- "Share example of difficult client/team member" → How did you handle it? What was the outcome?
- "What would you do if junior is not supportive/slowing team?"
- "What if client complains about quality after delivery?"
🔍 What You're Listening For:
- Specificity - Vague answers = likely lying
- Ownership - Blame others or take responsibility?
- Learning - Did they grow from experience?
- Confidence - Can articulate clearly?
Cross-question if answers don't match CV!
✅ STEP 5: Decision & Offer
✅ If You Like Them
- Inform within 24-48 hours
- Send offer letter
- Negotiate salary if needed (don't overpromise)
- Confirm joining date
❌ If You Don't
- Thank them professionally
- Keep CV on file (future role possibility)
- Never ghost candidates
📋 STEP 6: Joining Formalities
See Joining Documents section below for complete checklist.
💡 Additional Hiring Wisdom
Continue Interviewing: Even with full team, interview 2 candidates/week minimum.
Why?
- Creates talent pipeline for when someone leaves
- Keeps you updated on market salary rates
- Existing employees stay motivated
- Learn about competitor strategies
🎯 The 6→10 Principle
- Level 6 person can be trained to level 10
- Level 3 person CANNOT be trained to level 6
- Hire for core qualities & attitude
- Skills can be taught
- Integrity, work ethic, intelligence CANNOT be taught
Interview Question Banks
🎯 Project Manager Questions
| Question | What You're Looking For |
|---|---|
| Walk me through your complete process for a Shopify project from order intake to final delivery | Structure, client communication, QA process |
| A client says "My checkout conversion is only 1.2%, fix it immediately." What do you do? | Problem-solving, not panic, asking right questions |
| Your developer estimates 5 days. Client expects 2 days. How do you handle this? | Negotiation, expectation management, alternatives |
| Name 5 Shopify apps you recommend most frequently and explain why for each | Actual expertise, not generic answers |
| How do you manage 3-5 concurrent projects without anything falling through cracks? | Organization systems, tools, discipline |
| Client is upset about quality and threatening bad review. Walk me through your response | Emotional intelligence, problem-solving, professionalism |
✍️ PM Practical Tests
- PRACTICAL 1: Write a client update message for a project delayed by 2 days due to developer sickness
- PRACTICAL 2: Here's a client complaint [provide sample]. Write your response
- PRACTICAL 3: Create a 7-day project timeline for a 25-product Shopify store with custom features
💻 Developer + Client Success Questions
| Question | What You're Looking For |
|---|---|
| How would you add a custom size chart that appears on product pages and works responsively? | Multiple solutions, best practices, mobile consideration |
| A client's store is loading in 8 seconds. What are the first 5 things you check? | Systematic approach, knows common issues |
| Explain the difference between sections, snippets, and templates in Shopify Liquid | Fundamental understanding, not surface knowledge |
| Client wants product page to show "Only 3 left in stock" dynamically. How do you build this? | Liquid knowledge, logic, inventory understanding |
| Client says "Add this feature" but it's technically impossible on Shopify. How do you respond? | Communication, offering alternatives, education |
| How do you use Git in your Shopify workflow? | Version control understanding, backup strategies |
✍️ Developer Practical Tests
- PRACTICAL 1: Here's a broken Liquid code snippet [with 2-3 errors]. Find and fix the errors
- PRACTICAL 2: Client wants Instagram feed on homepage. Explain 3 different approaches
- PRACTICAL 3: Write an onboarding email you'd send to a new client after order
- PRACTICAL 4: [Show a slow-loading store]. Tell me what's slowing it down just by inspecting
💰 Fiverr Sales Executive Questions
| Question | What You're Looking For |
|---|---|
| Walk me through your Fiverr sales process from inquiry to order | Structure, qualification, follow-up |
| How do you qualify whether a lead is serious or just price shopping? | MAND framework or similar, efficiency |
| A buyer says "I can get the same thing for $300 on Fiverr." How do you respond? | Value communication, confidence, not defensive |
| What's your current/best inquiry-to-order conversion rate? How did you achieve it? | Results-oriented, data awareness |
| How do you handle a buyer who wants everything but doesn't want to pay for it? | Boundary-setting, value communication |
| What questions do you ask to understand a client's business before quoting? | Discovery process, business understanding |
✍️ Sales Practical Tests
- PRACTICAL 1: Here's a real Fiverr inquiry [provide sample]. Write your complete response
- PRACTICAL 2: Create a custom offer for this client scenario [provide details]
- PRACTICAL 3: Write a follow-up message for a lead who hasn't responded in 2 days
- PRACTICAL 4: Buyer objects to price. Write 3 different responses handling this objection
🎨 UI/UX Designer Questions
| Question | What You're Looking For |
|---|---|
| Walk me through your design process for a Shopify store homepage | Structure, research, iteration, brand understanding |
| Client gives vague feedback "make it pop more." How do you handle this? | Communication, asking clarifying questions, professionalism |
| How do you ensure your designs are mobile-responsive? | Mobile-first thinking, technical implementation |
| Show me 3 different approaches you'd take for a luxury brand vs a casual brand | Versatility, brand understanding, typography/color knowledge |
| How do you optimize designs for conversion and not just aesthetics? | Business understanding, CRO knowledge |
| What tools do you use and why? Figma vs Canva vs Adobe? | Tool proficiency, workflow understanding |
✍️ Designer Practical Tests
- PRACTICAL 1: Design a product page mockup for this brand [provide brief]
- PRACTICAL 2: Create 3 homepage hero section variations
- PRACTICAL 3: Redesign this existing homepage [provide screenshot] - identify issues and fix
- PRACTICAL 4: Create a mobile version of this desktop design
✍️ Content Writer Questions
| Question | What You're Looking For |
|---|---|
| Walk me through how you'd write product descriptions for a luxury skincare brand | Understanding of brand voice, benefit-focused writing |
| What's the difference between features and benefits? Give examples | Fundamental copywriting knowledge |
| How do you research a brand before writing for them? | Research process, thoroughness |
| Client says "the copy is too long/short." How do you respond? | Client communication, flexibility, rationale |
| How do you write for SEO without making copy sound robotic? | SEO basics, natural integration |
| What copywriting frameworks do you use? (AIDA, PAS, etc.) | Professional foundations, structure |
✍️ Content Writer Practical Tests
- PRACTICAL 1: Write 5 product descriptions for these items [provide images]
- PRACTICAL 2: Rewrite this boring product description to be compelling [provide sample]
- PRACTICAL 3: Write homepage hero copy for this brand [provide brief]
- PRACTICAL 4: Create 10 email subject lines for a product launch
📊 Interview Scoring System
Rate each section 1-10:
| CV & Background | /10 |
| Technical Knowledge | /10 |
| Practical Skills | /10 |
| Communication | /10 |
| Problem-Solving | /10 |
| Cultural Fit | /10 |
| Growth Potential | /10 |
Total: /70
- 60+: Strong hire ✅
- 50-59: Consider if urgent need
- Below 50: Pass ❌
Remember: Skills can be trained. Attitude cannot.
Joining Documents Checklist
⚠️ CRITICAL: Always verify ORIGINAL documents. Many fake experience letters exist.
📋 Documents to COLLECT
✅ Identity Proofs
- Aadhar Card - Original seen + Copy
- PAN Card - Original seen + Copy
- Address Proof (if different)
- Passport-size photos (4 copies)
📚 Educational Certificates
- 10th Marksheet - Original + Copy
- 12th Marksheet - Original + Copy
- Graduation Degree - Original + Copy
- All Semester Marksheets
- Professional Certifications
💼 Previous Employment
- Experience Letters (all employers)
- Relieving Letter from last employer
- NOC (if currently employed)
- Last 6 months salary slips/bank statement
🏦 Financial Documents
- Cancelled cheque OR passbook front page
- Bank account details form
- Account holder name, number, IFSC, branch
📋 Documents to GIVE
| Document | Purpose |
|---|---|
| ✅ Signed Offer Letter (2 copies) | 1 for employee, 1 for company |
| ✅ Joining/Appointment Letter | Official joining confirmation |
| ✅ Employee Agreement | Terms & conditions of employment |
| ✅ Non-Disclosure Agreement (NDA) | Confidentiality protection |
| ✅ Asset Agreement | If laptop/phone provided |
| ✅ Company Policy Handbook | All policies in one place |
📄 Employee Agreement Key Clauses
- NDA: Cannot share client info, company processes, salary → Breach = legal action
- Non-Compete: No work for competitors, no moonlighting without approval
- Termination: Grounds for immediate (data breach, poor performance, misconduct)
- Notice Period: 7 days probation, 30 days after confirmation
- IP: All code/designs are company intellectual property
📂 Filing System
Create folder for each employee: [Name] - [ID] containing all signed docs, ID proofs, education certs, employment docs, bank details, emergency contact, asset agreements, performance reviews
Storage: Physical (locked cabinet) + Digital (password-protected Drive) + Monthly backup
Retention: Active employees: update quarterly | Ex-employees: retain 7 years
New Hire Onboarding
⚡ First 30 Days = Make or Break
A confused new hire becomes a frustrated employee who leaves within 90 days. Invest heavily in the first month.
👥 HR's Day 1 Responsibilities
📋 Before They Arrive (Day -1)
- Email/Slack account created
- Access to tools (Jira, Drive, SOPs) ready
- Workstation prepared (clean desk, chair)
- Welcome kit ready (if applicable)
- Buddy/mentor assigned and informed
- Day 1 schedule planned
- Team informed of new joiner
🌟 When They Arrive (Day 1)
- Greet warmly at reception/entrance
- Give office tour (washrooms, pantry, exits)
- Introduce to team members one by one
- Hand over laptop/equipment
- Help login to all systems
- First team lunch together
- End-of-day check-in call
📞 HR Welcome Call Script (First 15 Minutes)
STEP 1: Warm Welcome (2 min)
"Welcome to Digital Heroes, [Name]! We're so excited to have you. How are you feeling today?"
STEP 2: Explain the Day (3 min)
"Let me quickly walk you through what today looks like: First, we'll do a quick office tour. Then I'll introduce you to the team. After that, [Buddy Name] will help you set up your tools. We'll have team lunch at 1 PM, and your manager will brief you in the afternoon."
STEP 3: Set Expectations (5 min)
"The first week is all about learning. Don't stress about being productive right away. Ask as many questions as you need - there are no stupid questions here! Your buddy [Name] is your go-to person for anything."
STEP 4: Address Concerns (5 min)
"Do you have any questions or concerns? Anything you need from us to feel comfortable?"
🏢 Team Introduction Best Practices
- Go Slowly: Introduce 2-3 people at a time, not the whole team at once
- Add Context: "[Name] handles client projects" not just "[Name], Developer"
- Make It Memorable: Share one fun fact about each person
- Group Lunch: Schedule team lunch on Day 1 - food breaks barriers
- Buddy System: Assign someone close in role to guide them for Week 1
❌ Onboarding Mistakes to AVOID
- Leaving them alone at their desk on Day 1
- Throwing too much information at once
- No clear Day 1 schedule - they feel lost
- Not introducing them personally to the team
- Expecting them to "figure things out"
- No end-of-day check-in
Onboarding Timeline
Send welcome message, share access credentials, introduce to team, assign buddy/mentor, share company handbook
Role-specific SOPs, tool training (Slack, Jira, etc.), process walkthroughs, shadow senior team member
Assign simple tasks with guidance, daily check-ins, answer all questions patiently
More complex tasks, less hand-holding, weekly 1:1 with manager
Formal feedback session, address any concerns, confirm fit, set 60-day goals
Onboarding Checklist
| Category | Items | Owner |
|---|---|---|
| Access | Email, Slack, project tools, drive folders, SOPs | HR |
| Documents | Contract signed, ID collected, bank details, emergency contact | HR |
| Training | Role SOP reviewed, tools training, process walkthrough | Manager |
| Introduction | Team intro, company culture explained, questions answered | Buddy |
Hey [Name]! 🎉
Welcome to Digital Heroes! We're thrilled to have you join the team as our new [Role].
Here's your onboarding kit:
📧 Email: [email@company.com]
💬 Slack: You'll receive an invite shortly
📋 Your SOP: [Link to role SOP]
📖 Company Handbook: [Link]
Your buddy for the first week: [Buddy Name] — they'll help you get settled and answer any questions!
Schedule today:
10 AM: Team intro call
11 AM: Tools setup with [Name]
2 PM: First project briefing
Questions? Just ask! There are no stupid questions in Week 1. 😊
Let's build something great together! 🚀
Contracts & Documentation
Required Documents
| Document | When | Purpose |
|---|---|---|
| Offer Letter | After acceptance | Role, salary, start date, reporting structure |
| Employment Contract | Day 1 | Terms, duties, confidentiality, termination clause |
| NDA | Day 1 | Protects client data, company IP |
| ID Proof | Day 1 | Aadhaar/PAN for records |
| Bank Details | Day 1 | For salary processing |
🚨 Never Skip These
- Never let anyone start work without a signed contract
- Never discuss salary verbally without written confirmation
- Never promise things not in the contract ("we'll review in 3 months")
- Never assume they'll remember — put it in writing
Attendance & Leave Policy
Leave Structure
| Leave Type | Days/Year | Notes |
|---|---|---|
| Casual Leave | 12 days | ⚠️ Max 2 days/month by default. More than 2 days requires request from Delhi team + must have leaves remaining. |
| Sick Leave | 6 days | Medical reasons, may require doctor note for 3+ days |
| Earned Leave | 15 days | After 1 year, partial carryover allowed |
| Public Holidays | 10-12 days | National + regional holidays |
Leave Request Process
📋 Leave Request Workflow
- Employee: Submits leave request 3+ days in advance (except emergencies)
- Manager: Approves/rejects within 24 hours
- HR Action: If approved, POST on Discord OR Company ERP/HRM to notify Seniors immediately.
- Employee: Update team on Slack & Handover pending tasks
Performance Reviews
Review Schedule
| Review Type | Frequency | Purpose |
|---|---|---|
| Weekly 1:1 | Every week | Quick sync, address blockers, feedback loop |
| Monthly Review | Every month | Progress on goals, skill development, concerns |
| Quarterly Review | Every 3 months | Formal performance evaluation, goal setting |
| Annual Review | Every year | Comprehensive review, compensation discussion |
Performance Improvement Process
⚠️ When Performance Issues Arise
- Verbal Feedback — Immediate, specific, documented in notes
- Written Warning — If no improvement in 2 weeks
- Performance Improvement Plan (PIP) — 30-day formal plan with clear goals
- Final Warning — Last chance if PIP goals not met
- Termination — If no improvement after final warning
Offboarding Process
Exit Checklist
📋 Documentation
- Resignation letter received
- Notice period confirmed
- Exit interview scheduled
- Full & final settlement calculated
- Experience letter prepared
🔐 Access Revocation
- Email access removed
- Slack deactivated
- Project tool access revoked
- Drive folder access removed
- Any company equipment returned
🤝 Knowledge Transfer
- Ongoing projects handed over
- Documentation updated
- Passwords shared securely
- Client relationships transitioned
- Replacement trained (if applicable)
Exit Interview Questions
🗣️ Ask These Before They Leave
- "What did you enjoy most about working here?"
- "What could we have done better?"
- "Why are you leaving?" (Real reason, not just "better opportunity")
- "Would you recommend us to others? Why/why not?"
- "Any advice for your replacement?"
Team Culture
🏆 Our Culture Values
- Ownership: Take responsibility for your work, don't wait to be told
- Transparency: Share problems early, no politics, no blame games
- Excellence: Good enough isn't good enough — aim for great
- Growth: Learn continuously, teach others, level up together
- Respect: Treat everyone with dignity, even in disagreements
Team Activities
| Activity | Frequency | Purpose |
|---|---|---|
| Team Standup | Daily | Sync on priorities, unblock issues |
| All Hands | Weekly | Company updates, wins, priorities |
| Learning Session | Bi-weekly | Someone teaches a skill to the team |
| Virtual Hangout | Monthly | Non-work bonding, games, casual chat |
HR KPIs
HR Tools & Platforms
| Tool | Purpose | When to Use |
|---|---|---|
| Slack | Team communication | Daily communication, announcements, quick questions |
| Google Meet | Video calls | Interviews, 1:1s, team meetings, onboarding |
| Google Sheets | Employee tracking | Attendance, leave tracker, directory, payroll data |
| Google Drive | Document storage | Contracts, policies, offer letters, employee files |
| Recruitment | Finding candidates, posting jobs, sourcing | |
| HR Docs Editor (Internal) | Document generation | Offer letters, salary slips, contracts |
| Quick coordination | Interview scheduling, urgent updates (backup only) |
📋 Daily HR Workflow
Check Slack for any issues → Review attendance → Respond to leave requests
Conduct interviews → Onboarding tasks → Follow up with candidates
Update employee tracker → Address any HR queries → Prepare for next day
✅ HR Best Practices
- Always respond to employee queries within 24 hours
- Keep all employee data confidential
- Document everything — verbal conversations too
- Be fair and consistent in all decisions
- Follow up on every interview and candidate
- Never discuss salaries or personal info publicly
Troubleshooting Difficult Situations
Scenario 1: Employee Not Performing
| Timeline | Action | Documentation |
|---|---|---|
| Week 1-2 | Verbal feedback, specific examples, set clear expectations | Note in manager log with date |
| Week 3-4 | Written warning if no improvement | Formal email, employee acknowledgment |
| Week 5-8 (PIP) | 30-day Performance Improvement Plan with weekly check-ins | Signed PIP document, weekly progress notes |
| After PIP | Final warning or termination based on results | Final warning letter or exit paperwork |
Scenario 2: Team Conflict
📋 Conflict Resolution Steps
- Separate meetings — Talk to each person individually first
- Identify root cause — Is it personal, work-related, or miscommunication?
- Joint meeting — Facilitate discussion with ground rules
- Document resolution — What was agreed upon?
- Follow up — Check in after 1 week, then 1 month
Scenario 3: Key Employee Wants to Quit
💬 Retention Conversation
⚠️ Counter-Offer Decision Framework
- Counter-offer IF: Employee is high-performing, culture fit, genuinely wants to stay, issue is solvable
- Don't counter IF: Employee has been looking for months, relationship is already damaged, this is 2nd+ resignation threat, you can't match what they really want
Scenario 4: Remote Work Accountability
📱 Managing Remote Team Members
- Set clear deliverables, not hours worked
- Daily check-ins (brief, structured)
- Weekly video 1:1s (camera on)
- Public task tracking (Trello, Jira, etc.)
- Trust but verify — outcomes over activity
- Address issues early — don't let them fester
Advanced Problem-Solution Guide
🚩 Hiring Red Flags to Never Ignore
| Red Flag | What They Say/Do | What It Means | Action |
|---|---|---|---|
| Job Hopper | 4+ jobs in 4 years, always "left for better opportunity" | Will leave you too | Ask directly: "Why will this be different?" |
| Blames Everyone | "My last boss was terrible", "Team didn't support me" | Never takes responsibility | Ask: "What could YOU have done differently?" |
| Overconfident | "I can do anything", doesn't admit gaps | Poor self-awareness, won't take feedback | Technical test reveals truth |
| Money Only | Only asks about salary, no questions about work | No genuine interest in role | Likely to leave for next $ offer |
| Late/Unprepared | Late to interview without notice, didn't research company | This is their BEST behavior | Reject — it only gets worse |
| Vague Answers | Can't give specific examples of past work | May be exaggerating experience | Dig deeper: "Walk me through exactly what YOU did" |
📋 Interview Scoring Rubric
Use This for Every Interview
| Criteria | 1 (Poor) | 3 (Average) | 5 (Excellent) |
|---|---|---|---|
| Technical Skills | Can't explain basics | Solid fundamentals | Expert, teaches others |
| Communication | Unclear, rambling | Clear, organized | Excellent storytelling |
| Culture Fit | Values don't align | Neutral | Genuinely excited |
| Problem Solving | Gives up easily | Tries multiple approaches | Creative, systematic |
| Past Results | Vague about impact | Good examples | Measurable achievements |
Minimum Score to Hire: 18/25. Below 15 = Automatic Reject.
💰 Salary Negotiation Framework
📊 Decision Flow: When Candidate Negotiates Salary
│
├─► Step 1: Check budget
│ ├─► Room to increase? → Continue to Step 2
│ └─► At maximum? → "This is our best offer for this level"
│
├─► Step 2: Evaluate the ask
│ ├─► Within 10% of offer? → Consider matching
│ ├─► 10-20% higher? → Meet in middle
│ └─► 20%+ higher? → They may be overqualified
│
├─► Step 3: Alternative options
│ ├─► Can't increase base? Offer signing bonus
│ ├─► Can't increase base? Offer 3-month review
│ └─► Offer additional benefits (WFH, training budget)
│
└─► Final script:
"We can offer $X (final number). This includes [benefits]. We review salaries at 6 months for high performers."
📝 Performance Improvement Plan (PIP) Template
Employee: [Name]
Manager: [Your Name]
Date: [Start Date]
PIP Duration: 30 days
1. Areas Requiring Improvement:
- [Specific issue 1 with examples]
- [Specific issue 2 with examples]
2. Expected Standards:
- [Measurable goal 1]
- [Measurable goal 2]
3. Support Provided:
- Weekly 1:1 check-ins every [Day]
- Training/resources: [What you'll provide]
4. Consequences:
Failure to meet standards by [End Date] may result in termination.
Signatures:
Employee: _________________ Date: _____
Manager: _________________ Date: _____
🚪 Termination Checklist
🚨 Before You Fire Anyone
- Documentation ready? — Verbal warnings, written warnings, PIP notes?
- Legal review? — Any discrimination risks, contract clauses to check?
- Final pay calculated? — Salary, pending leaves, notice period?
- Access removal planned? — Email, Slack, code repos, client accounts?
- Exit meeting scheduled? — Private room, have witness present
- Reference policy decided? — What will you say if asked?
"[Name], thank you for meeting with me. I'll get straight to the point.
Unfortunately, we've decided to end your employment effective [Date].
This decision is based on [brief, factual reason — performance, restructuring, etc.]
Here's what happens next:
- You'll receive your final pay by [Date]
- Your benefits continue until [Date]
- Please return [company items] by [Date]
I know this is difficult. Do you have any questions?"
🎉 Employee Recognition Ideas
| Recognition Type | When to Use | Cost |
|---|---|---|
| Public shoutout (Slack/meeting) | Weekly wins, helping teammates | Free |
| Handwritten thank you | Going above and beyond | Free |
| Gift card ($20-50) | Client praise, major milestone | Low |
| Extra day off | Crunch project completion | Medium |
| Spot bonus ($100-500) | Exceptional results, saved major client | Medium |
| Promotion/raise | Consistent excellence over 6+ months | Ongoing |
📞 Reference Check Questions
📋 Ask Previous Employers These Questions
- "How long did [Name] work with you?"
- "What was their role and responsibilities?"
- "How would you rate their work quality on a scale of 1-10?"
- "How did they handle pressure and deadlines?"
- "Did they work well with the team?"
- "What are their areas of improvement?"
- "Would you rehire them?" (The most important question)
- "Is there anything else I should know?"
Red flag: If reference hesitates on "Would you rehire?" — dig deeper.
ChatGPT Prompts for HR
💡 Use AI to Improve HR Processes
Use these prompts to draft policies, handle difficult conversations, and streamline your HR workflow.
Hiring & Interviews
I'm hiring for this position:
Role: [Job title]
Key skills needed: [List top 5 skills]
Experience level: [Junior / Mid / Senior]
Team they'll join: [Development, Design, Sales, etc.]
Create interview questions that:
1. Test technical skills (5 questions)
2. Evaluate cultural fit (3 questions)
3. Assess problem-solving ability (3 questions)
4. Uncover red flags (2 questions)
5. Include what good vs bad answers look like
Help me evaluate this candidate for: [Role]
Their resume highlights: [Key points]
Interview answers: [Summarize key responses]
Test task results: [How they performed]
Salary expectation: [Their ask vs our budget]
Analyze:
1. Strengths that match the role
2. Gaps or concerns
3. Red flags to investigate
4. Questions for reference check
5. Hire / No-hire recommendation with reasoning
Performance & Feedback
I need to give feedback to an employee:
Employee: [Role]
Performance period: [Timeframe]
What they did well: [List positives]
What needs improvement: [List areas to work on]
Overall rating: [Exceeds / Meets / Below expectations]
Write feedback that:
- Starts with specific positives (with examples)
- Addresses improvement areas constructively
- Provides actionable next steps
- Sets clear expectations for next period
- Is honest but motivating
I need to have a difficult conversation about:
Issue: [Poor performance / Behavior problem / Termination / etc.]
Employee: [Brief context about them]
History: [Past discussions on this topic]
Outcome I want: [What I need to happen]
Help me prepare:
1. Key talking points
2. How to open the conversation
3. Responses to likely objections
4. How to keep it constructive
5. How to end on clear next steps
Policies & Documentation
I need to create a policy for: [Policy topic]
Company size: [Number of employees]
Current rules: [Informal rules we follow]
Issues this should address: [Problems we've had]
Tone: [Formal / Friendly / Casual]
Create a policy that:
- Has clear scope (who it applies to)
- States the rules simply
- Includes examples where helpful
- Lists consequences for violations
- Has an effective date and review process
Create an onboarding checklist for: [Role]
Department: [Which team]
Tools they'll use: [List software/tools]
Key people to meet: [Colleagues, mentors]
Training needed: [Skills to learn]
Create a 30-60-90 day plan with:
- Day 1 essentials (accounts, introductions)
- Week 1 goals (training, reading)
- Month 1 milestones (first projects)
- Month 2-3 expectations (independence)
- Check-in schedule with manager
✅ Pro Tips for HR ChatGPT Use
- Keep it confidential — Don't paste employee names or sensitive details
- Customize for culture — Adapt outputs to match company voice
- Legal review — Have policies reviewed before implementing
- Practice conversations — Roleplay difficult talks before having them
- Templates library — Build a collection of approved templates
Handling Difficult Situations
🔴 Candidate Ghosts After Accepting Offer
🎯 Task Priority Order (What Comes First)
Handle in this order every day:
- 🔴 P0 - Employee Complaints/Issues → Harassment, conflicts, urgent matters.
- 🔴 P0 - Onboarding (First Week Employees) → New hires need attention and support.
- 🔴 P0 - Resignation Handling → Time-sensitive notice periods, exits.
- 🟡 P1 - Active Interview Pipeline → Scheduled interviews, pending decisions.
- 🟡 P1 - Manager Requests → Hiring needs, team concerns, approvals.
- 🟢 P2 - Candidate Sourcing → Job postings, reaching out to prospects.
- 🟢 P2 - Documentation & Compliance → Contracts, policies, records.
- ⚪ P3 - Culture & Engagement → Events, training, long-term initiatives.
Golden Rule: Current employees > New hires > Active candidates > Future planning.
🔴 Candidate Ghosts After Accepting Offer
Situation: Candidate accepted but doesn't show up on day 1.
Response: Call immediately. If no response after 2 days, document and move to backup candidate. Maintain a "warm bench" of runners-up for this reason.
Rule: Always have a backup candidate. Never rely on a single accept.
🔴 Employee Requests Immediate Resignation
Situation: Employee wants to leave without notice period.
Response: "I understand. Per your contract, there's a [X]-day notice period. Let's discuss how to make a smooth transition. If you need to leave sooner, we can discuss options including adjusting final payment."
Rule: Document notice period agreements. Be firm but professional.
🔴 Team Conflict Between Employees
Situation: Two employees have a dispute affecting work.
Response: Meet with each individually first. Then facilitate a mediated conversation. Focus on behavior, not personality. Document the issue and resolution.
Rule: Address early. Small conflicts become big problems if ignored.
🔴 Employee Performance is Declining
Situation: Previously good employee is now consistently underperforming.
Response: Have a private conversation: "I've noticed [specific observations]. Is everything okay? How can I support you?" Document concerns and create a performance improvement plan if needed.
Rule: Be curious before being corrective. There's often a reason.
🔴 Manager Requesting Immediate Termination
Situation: Manager wants to fire someone right now.
Response: "I understand the urgency. Before we proceed, let's ensure we have documentation of the issues, we've followed our process, and we're protected legally. Let me review this with you."
Rule: Never rush terminations. Always document. Legal protection first.
🔴 Candidate Negotiating Higher Salary
Situation: Top candidate wants more than budgeted.
Response: "I appreciate your transparency. Our budget for this role is [X]. Let me discuss with the leadership team. If we can't meet your salary, are there other benefits that would make this work?"
Rule: Get approval before exceeding budget. Consider non-salary benefits.
🔴 Employee Alleges Harassment/Discrimination
Situation: Serious complaint from an employee.
Response: Take it seriously immediately. "Thank you for trusting me with this. I need to document what you're telling me. We will investigate and keep you informed." Escalate to leadership/legal if necessary.
Rule: NEVER dismiss. Document everything. Follow legal protocols strictly.
🔴 Reference Check Reveals Concerns
Situation: Previous employer gives negative feedback on candidate.
Response: Ask specific behavioral questions to verify. Get multiple references. If pattern emerges, reconsider offer. If isolated incident, discuss with hiring manager.
Rule: One bad reference isn't disqualifying. A pattern is.
Your Daily Inspiration
"You don't build a business — you build people, and people build the business."
— Zig Ziglar
📖 Success Story: The Hire That Changed Everything
Our HR team took a chance on a candidate who had no Shopify experience but showed incredible
cultural fit and hunger to learn. Some said it was risky.
That person became our top developer within 8 months, trained 3 junior devs, and introduced
a
code review process that reduced bugs by 60%.
The lesson? Hire
for
attitude, train for skill. The right mindset beats the perfect resume every
time.
Your hiring decisions today shape the company's future tomorrow.
⚡ Productivity Hacks for HR Professionals
- 📝 Automate Paperwork: Use templates for offer letters, contracts, and onboarding
- 📊 Weekly Pipeline Review: 15-min check on all open positions every Monday
- 🎯 Structured Interviews: Same questions for all candidates = fair + faster decisions
- 📅 Batch Interviews: Schedule all interviews for one day when possible
- 🔔 Set Reminders: Probation reviews, birthdays, work anniversaries — never miss them
"Culture isn't a perk. It's the foundation."
"Treat candidates how you'd want to be treated."
"One great hire beats ten average ones."
🌅 Start Each Day With This:
"Today, I am building the team that will build the future. Every interaction shapes our culture."
Company Policies
⏰ Attendance & Punctuality
| Policy | Details |
|---|---|
| Working Hours | 9:00 AM - 6:00 PM (Mon-Sat), Fiverr Sales: 9 AM - 9 PM availability |
| Late Arrival | After 9:15 AM = Half-day deduction. 3 late/month = verbal warning. 5+ = written warning |
| Unexplained Absence | 1 = written warning. 3 = 3-day salary deduction. 5+ = immediate termination |
| How to Report | Inform manager via WhatsApp/Discord before 9 AM. Apply in system within 24 hrs |
📅 Leave Policy
Annual Leave Entitlement
- Casual Leave: 12 days/year (⚠️ Max 2 days/month default. More than 2 days requires Delhi team request + balance available)
- Sick Leave: 6 days/year
- Earned Leave: 1 day/month after 1 year
- National Holidays: ~10 days/year
Leave Rules
- Apply 3 days in advance (planned)
- Emergency: apply within 24 hrs
- No leave 25th-5th (month-end/start)
- No leave in first 2 months of joining
- Unused leaves don't carry forward
💰 Salary & Advance Policy
| Item | Policy |
|---|---|
| Payment Date | Last working day of month (bank transfer) |
| Advance Eligibility | After 3 months, max 50% of salary, genuine reason only |
| Recovery | Deducted equally over next 2 months |
| Max Advances | 2 per year |
| Salary Revision | Quarterly based on KPI achievement |
💬 Communication Policy
❌ CRITICAL RULE
Ignoring messages from team/management = Immediate termination. No second chances.
| Message Type | Response Time |
|---|---|
| Client messages (Fiverr/WhatsApp) | <2 hours (business hours) |
| Manager messages | <1 hour |
| Team member messages | <2 hours |
| Emergency messages | <15 minutes |
Poor Client Communication Penalty
- 1st offense: ₹500 deduction + written warning
- 2nd offense: ₹1,000 deduction + final warning
- 3rd offense: Immediate termination
🔒 Confidentiality & Data Security
Confidential Information Includes:
- Client data (contact info, business details, store access)
- Company financials and revenue data
- Salary information (yours and others')
- SOPs, processes, internal documents
- Upcoming launches, strategies, plans
- Source code, designs, proprietary work
⚠️ Data Breach = Immediate Termination + Legal Action
- No sharing client passwords outside work tools
- No discussing clients on social media
- No screenshots of internal docs without permission
- No discussing salary with other employees
🏠 Work From Home Policy
| Aspect | Policy |
|---|---|
| Eligibility | After completing 3-month probation + good performance |
| Frequency | Max 2 days/week (non-consecutive), pre-approved by manager |
| Requirements | Stable internet (10+ Mbps), available on Discord/Slack during hours |
| Response Time | Must respond within 30 minutes |
| Not Allowed | First 2 months, peak project periods, client meetings |
⚠️ IMPORTANT: WFH is 100% Subject to Manager Approval
WFH is NOT a right - it's a privilege. Every WFH request must be approved by your manager at least 1 day in advance. Manager can reject any WFH request without explanation. Abuse of WFH = permanent revocation of WFH privileges.
Performance Reviews
Performance Review Cycle
| Review Type | When | Purpose |
|---|---|---|
| Probation Review | Month 3 | Decides confirmation |
| Quarterly Review | Every 3 months | Track progress, address issues |
| Annual Review | End of year | Comprehensive + salary revision |
Evaluation Criteria
📊 What We Evaluate
- KPI achievement
- Client satisfaction scores
- Quality of work
- Communication & collaboration
- Initiative & learning
- Attendance & punctuality
⭐ Performance Ratings
- 90-100%: 15-20% increment + bonus
- 75-89%: 10-15% increment
- 60-74%: 5-10% increment
- 40-59%: No increment, PIP
- <40%: Termination/demotion
Performance Improvement Plan (PIP)
- Given if performance <60%
- Duration: 30-60 days
- Weekly check-ins with manager
- Specific targets to achieve
- Outcome: Improve or exit
Resignation & Offboarding
Notice Period
| Employment Stage | Notice Required |
|---|---|
| During Probation (0-3 months) | 7 days |
| After Confirmation | 30 days |
| Notice Buyout | Negotiable (pay in lieu of notice) |
Resignation Process
Written resignation to manager & HR via email
Complete handover checklist, train replacement, document processes
HR conducts feedback session, address any concerns
Return laptop, phone, access cards, company property
Remove from all client accounts, transfer store access
Processed within 30 days. Includes unpaid salary + leave encashment - deductions
Exit Documents Provided
- Experience Letter
- Relieving Letter
- Service Certificate (if requested)
- Full & Final Statement
Post-Exit Reminders
- NDA continues: Confidentiality must be maintained
- Non-compete: Applies for 6 months
- Rehire: Possible if departure was amicable