Posts Tagged ‘Team Management’


Everyone In Your Company Needs To Be Responsible For Complaints

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Here’s an important question to ask yourself: Whom do you feel should be responsible for the customer experience at your company?

How you (and others in your organization) answer this question can make or break your company.

Here's my answer.

Make everyone responsible for the customer experience.  Responsible for handling complaints. For suggesting improvements in your processes. For maintaining the customer-friendly processes you already have. If you don't,  you'll find the actual responsibility for the customer experience at your company devolves quickly "no one."

This answer isn't as pie-in-the-sky as it sounds. "Everyone" here is shorthand for “everyone, to the extent of their abilities, to the extent of their trainability and to the extent they interact with customers.”

The picture of customer service we need to get out of our heads — and out of our businesses — is the old, compartmentalized version: an isolated clerk on an upper floor of a venerable department store, where customers have to schlep their returns to get an adjustment.

Instead, teach Joan in Sales and Jeff in Shipping how they themselves can initiate a service recovery. Jeff may not be the right person ultimately to fix the problem, but if he encounters an unsatisfied customer, he needs to know how to do more than say ‘‘I can’t help you, I just send boxes.’’

Even Dale, who cleans the toilets, should be empowered beyond helpless reactions like ‘‘Um, you’d need to ask a manager about that.’’ Customers hate to hear ‘‘You need to ask a manager.’’

Dale will feel better about himself and your company, his customer will feel better about herself and your company, and service problems will tend to turn out better if Dale has been trained to express confident enthusiasm: ‘‘Certainly, I am so sorry. I will help you with that,’’ followed by finding the right person to solve the problem (even if that does happen to be, in fact, a manager).


5 Tips to Increase Employee Efficiency

11-7 money is time smallTime is money may be a cliché, but it’s also a universal truth in business. Your employees’ efficiency directly impacts productivity, which, in turn, affects profits. As a business owner, maintaining hawk-like vigilance on employees’ on-the-job procedures can make a notable difference to your bottom line. Here are some areas that may need improvement.

Reduce Quality Checks While Increasing Accuracy

High-quality products and services are the cornerstone of every business, so you naturally want top-level accuracy in every process. But sometimes, too much checking can actually reduce accuracy. Double-checking every point in a 10-step process, for example, can place employees so close to the process that they don’t see the errors. Even if you can’t wait until step 10 to look for errors, you can establish the one or two touch points (including the last step) in the process where errors are likely to be most apparent. End result: reduced time with more errors found.

Identify and Address Bottlenecks

From making sandwiches during the lunch hour rush to developing custom software, business tasks often resemble assembly lines. If you find one or more employees sitting idle, you have a bottleneck. But fixing a bottleneck is not as simple as speeding up the preceding processes or even re-distributing the workload. You need to figure out precisely what’s broken before you can fix it.

Shadowing workers or videotaping them is great if they work in a prison laundry facility, but spying makes most employees nervous, often creating more inefficiency. You’re the boss. Between you and the process supervisors, you probably already know every step in the process. You need to create a visual image of the process, so that you can step back to see the big picture.

Sticky notes are a great way to draw a flowchart of the steps. You don’t even have to use your conference room wall any more —they now make special easel pads just for this purpose. If you see that one person performs all of the laborious tasks, work redistribution is a possible solution. Or, perhaps just changing the order of the steps will get the work flowing more efficiently.

As you formulate solutions, keep your sticky note chart up-to-date so that everyone involved has a clear idea of the new procedures. And don’t throw out that flowchart. The new workflow may create new bottlenecks that require adjustment.

Incentivize Increased Productivity

You can choose between a carrot and a stick to achieve the efficiency levels that your business needs to survive and grow. A rewards-based system encourages more productivity while keeping employees interested and happy. Here are a few incentive programs to consider:

  • Contests where employees earn anything from framed award certificates to gift cards create friendly competition and team spirit;
  • Privileges like flex-time or even telecommuting options (if appropriate) can help keep employees happy and productive; and/or
  • Sharing the rewards of increased productivity creates a win-win situation. If greater efficiency translates to a great bottom line, top-notch employees deserve to share in the profits via salary increases or bonuses.

Make sure that you increase productivity without losing quality. The goal is to encourage employees to go above and beyond the basic requirements of their jobs. As an extra bonus, you will have a list of likely candidates for promotion when higher-level jobs become available in the company.

Hire a Professional

Small business owners are often too close to daily operations to pinpoint why productivity is low. If you can’t see the forest for the trees, an efficiency consultant may help find the answers. Experienced consultants have an uncanny ability to hone in on issues that you cannot see. Plus, they are more attuned to effective technology and other solutions, so you won’t have to resort to a trial-and-error approach. By getting it right the first time, you can see a return on the consulting fees more quickly than you might expect.

Make “We’ve Always Done it This Way” a Banished Phrase

Your employees do the job every day. But they won’t offer suggestions if they believe the company motto is “we’ve always done it this way.” Invite their input by making it clear that “we’re flexible” is your true credo.

Flexibility does not mean that you should say “yes” to inappropriate suggestions, but you don’t need to reject suggestions outright, either. Rather, initiate a brainstorming session. Your different viewpoints can work synergistically to unearth a more effective process.  Plus, you can always initiate trial periods for a new set of tactics before fully committing to change.

No one wants to waste time performing unnecessary steps or take too long to produce the final product or service. The tedium alone can sap workers’ interest and spirit. As you work together to improve every process, you make the work more engaging while enhancing employee investment in the outcome. Team spirit creates a high-energy environment that makes everyone look forward to going to work. 


How to Handle the Bad Boys (and Girls) in Your Company

Do you have a Ray Rice or Adrian Peterson working at your business? These are the incredibly talented employees whose behavior is destructive to the culture of your company. They may be the top salesperson that never comes to work on time. It may be the most senior employee that is always bad mouthing the customers. While you pretend that these standouts and your business can coexist, they are in fact destroying your company from the inside out. What makes it worse, every other employee knows it and, in fact, it affects their own performance.

Remember that you teach what you tolerate. By allowing their behavior, you are sending the message they are special and that the rules do not apply to them. Your short term thinking further encourages their harmful behavior. The sooner that the business owner realizes the overall effect, the faster the company can move forward.

To be proactive, here are the steps to take today:

  1. Envision a company without them. Imagining your business without these star players is scary. But think of how all the performances of the other team members will improve without them.
  2. Counsel them. They will be surprised when you first approach them that their behavior is detrimental to the rest of the team since you have tolerated it for so long. They will think that their performance more than makes up for any other bad behavior. Instead, review exactly what you expect and how you will monitor their future behavior. Most likely, they will agree to try to change.
  3. Hold them accountable for their behavior. Since change is difficult, the star employee needs to be monitored on an ongoing basis. Each time they exhibit the bad behavior again, review the change you expect. Repeat on an ongoing basis.
  4. Fire them (if necessary). In reality, few of these star employees will be able to change and in most cases, they will need to be fired. Be prepared to have to replace this person and have the timing fit when it is optimal for the company. Use documentation that you have monitored to complete the separation process.
  5. Share with the team. Tell the team why the star employee was let go and what the plan is to move forward without them. Most of them will applaud your decision and will work harder to help with the transition.

Who are the bad boys and girls inside your company?

Businessmen at Work


Win More Customers with These Body Language Adjustments

??????????????????????????????????????????????????????Small business owners get out of practice. They spend so much time in their offices and online that they sometimes forget how to act when they come face to face with a prospect or customer. While many professionals spend time practicing what they will say in a meeting, few focus on what their body language looks like. This is unfortunate since studies show over half how we communicate comes from our facial expression and body positions.

Here is what you can do to win over more customers:

  1. Smile. The first thing a person sees when meeting is your facial expression. This begins on your approach and will set the tone for the entire meeting. Prepare for this by remembering positive things that make you smile about a minute before beginning that meeting. This will make smiling more unconscious and authentic. In the meeting, looking someone straight in the eye and smiling will instantly make them more comfortable. It will also make you more likable which increases the chance of a sale.
  2. Sit up straight. Customers get more confidence from people that hold themselves up straight then those that slouch. Most small business owners have poor posture from being at computers all day or talking on a smart phone. Before the meeting, stand with feet shoulder width apart and get a grounded footing. Then stand straight as if someone had a string attached to the top of your head. This will help you stand, walk and sit straighter. Customers will buy more from people that show confidence in themselves with this type of posture.
  3. Lean in. The physical orientation of two people together says a lot about their relationship. Slouching back in a chair or sitting straight on the end doesn’t make the other person comfortable. Instead, leaning forward will engage people in any conversation. This also enables you to talk more softly so people need to tune in to what you are saying. Leaning in can also show a greater intent to listen which the customer will appreciate. However, be careful not to invade their personal space. Also, try to sit side by side with someone you are trying to win over rather than two opposing chairs or across a desk or a table. This will help them feel you are both on the “same side”.
  4. Matching body language. When you “mirror” similar body language to the customer, it builds feelings of trust because it generates unconscious positive feelings of affirmation. It will make them think you agree with what they are saying which increases the likability factor.  This does not mean that every time the customer crosses their leg, you need to do the same. Instead, look for body language cues to copy over the course of your meeting.

Remember that business body language differs by culture. All of this takes practice so always make it a standard part of your pre-meeting preparation.


5 Tips To Building a Successful Team for Your Small Business

??????????????????????As a solopreneur, you can only do so much. But as your business grows, you’ll need to expand your staff. Finding and hiring the right people will help your company become more successful faster. Here we look at five tips that will not only help you find quality talent but also nurture them so they feel vested in your company and want to help it thrive.

1. Know What You Need

Pinpoint exactly the skillsets you need to fill to round out your team.  Each person should have a slightly different background and experience so that they complement one another. But really drill down into your needs. Do you need to hire someone who has skills in social media? What specific social sites do you need help with? The more you know about your needs, the better fit your hire will be.

Also consider what types of employees you need. Not every addition to your team needs to be a full-time staff member. You can hire part-time, intern, or freelancer if your needs in one area are less than full-time.

2. Look to Your Network

Before you hit the job boards to find your next employees, ask your network for referrals. They’re cheaper to hire, faster to get on board, and have a retention rate of 46% after being at a company a year. Ask your colleagues, friends, employees, family, and business contacts if they know of talent that would be a good fit for your company.

3. Set Up Your Onboarding Process

The more training materials and processes you have set up, the faster a new hire will feel acclimated to your company and start being a productive member of your team. Have general training materials for your company, as well as those specific to the role you’re hiring for.

If you plan to work with a freelancer or agency, give them access to all the documents, login info, and details they need to be successful at helping you.

4. Foster Team Activities

Hiring one person is a small success. Integrating them into your team is another. Make sure your team is apprised throughout the hiring process so they feel vested and connected to this new addition. Encourage communication among team members, and consider setting up a team-building activity, like attending an event together or even having dinner after work.

Even if you as the business owner aren’t involved in the day-to-day with your team, you want to leave them to be able to build and foster their own relationships with one another.

5. Check Back In Often

A month after you’ve hired a new team member, check back to see how she’s doing. Get open feedback from her, and do your best to remove any obstacles she might be experiencing that keep her from being 100% productive.

Once you’ve done this successfully, make it your road map for future additions to your team.


Three Ways to Improve Your Business Messaging

All businesses need to communicate a consistent story that describes who they are, what they do and why customers need their products or services.  But even relatively small businesses count on a number of employees to deliver the story in everything from advertising to bids.  Add social media to the mix and your business can become victim to issues ranging from sales errors to serious legal concerns.  To avoid potential financial losses or hits to your company’s reputation, you need to take control over every aspect of your business messaging to keep it correct and consistent.

Here are three methods for ensuring that the public hears the message that you intend to send.

Provide a Single Source of Key Company Information

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When a newspaper ad shows a 20 percent discount until July while your website shows a 10 percent discount until May, you have to honor the better offer.  You also have to honor bids offered to customers by sales reps who quoted lower prices shortly after you increased prices across your entire product line.  These can be costly errors that you can control by developing a better communication system with your employees.

Everyone in your company needs to turn to a single source where they can find the up-to-date information that they need to do their jobs effectively and accurately.  Here are two of the most typical examples of systems that can be worth the initial effort:

  • Marketing information can be maintained in word processing documents on your company’s network.  With an easy-to-follow organization and identification system, your employees can copy and paste this content into their advertising or other business documents to deliver a consistent message to the public.  But to be effective, the content needs to be up-to-the minute, so make sure that timely updates are a number one priority for the individuals who are responsible for them.
  • Product pricing information can be easy to find if your sales staff members can use their smart phones to gain instant access to a secure online database.  If your company’s growth requires you to find a high-tech solution to help your sales reps, this type of system might be a good investment to consider.  But even if your young company is operating on a shoe string budget, your reps should make a quick phone call to confirm prices before handing a quote over to a customer.

Channel All Important Communications Through One Person for Review

No matter how many safeguards that you use to ensure consistency, the most current information may not always be available.  In fact, your employees may not even be aware of your plans to target new types of customers or change prices within the next few weeks.

This is why you need to select a very small group of inner-circle staff members to have signing authority for the release of important messaging,- even if that “small group” consists of just you! 

Reserve Social Media Messaging for Employees That You Trust

Even in the hands of experts, social media campaigns can unexpectedly go wrong, as was the case in 2012, when McDonald’s launched a Twitter campaign and customers decided to use it to post complaints.  But social media has become an important part of company marketing tools, especially for small businesses looking to get maximum return on their limited advertising dollars.

Twitter quickly becomes a double-edged sword in the hands of your employees, even if their intentions are honorable.  What would happen if a loyal employee decides to respond in kind when a customer tweets a rudely-worded complaint?  The original complaint will likely fade out in a short time.  But a snarky response issued under your company’s name can catch the attention of the news media, causing serious damage to your brand.

Rule of thumb:  Grant permission to only a few individuals to broadcast messages on social media accounts that bear the company name.  And, while you may not have control over their private activities, strongly encourage all employees to keep your company name out of their personal Tweets, as well.  Also, consider putting together a style and communications guide to minimize the potential for off-message posts.

Never Underestimate the Power of Your Words

Clearly, the words that you broadcast to the world can make a tremendous difference to your company’s reputation and bottom line.  Taking control over your company’s message takes some effort, but it is a task that you should make a priority.


Are You Getting Everything You Should Be Out of Google Apps?

If you’re like many small businesses, you might be using Gmail for your company email addresses. Or maybe you rely on Google Calendar to alert you about meetings and events from any mobile device. But those are just the tip of the iceberg for Google Apps. There are tons more features that help you collaborate with your team, work away from your desktop, and hold more productive meetings, both in person and virtual.

Build a Smarter Team

The great thing about Google products is they work so well together, as well as individually, especially for teams. While I’ve written about the best apps small business owners need to thrive, I’d be remiss if I didn’t mention Google Drive. When you’re collaborating on documents, sharing them in the cloud makes it easy for multiple people to access the documents and make their changes, without all that crossover of emails with different versions of that doc.You can create word processing documents, spreadsheets, forms, and presentations, and share them with anyone you want to have access to them.

And if your team isn’t in the office with you, Google Hangouts makes meetings easier. Up to 15 people can be on a call, and there are apps for mobile devices, so you’re not tethered to your desktop.

Google Calendar, too, is ideal when trying to schedule meetings for your team. You can share access of your calendar or see availability on others’ calendars, then send invites to your team. You can even include a video call in the invite (on Hangouts, of course!).

Taking it on the Go

There are compelling reasons for Google lovers to choose Android phones over Apple. They’re much more intuitive when it comes to using Google Apps, and many (like the Samsung S5) come standard with all of the apps built in. Sign in once and get access to your Hangouts, email, Drive, and calendar.

It’s the Little Things

Beyond these tools, there are plenty more. Like Google Vault, which helps you archive email and chats, making audits and legal research easy. Or Google Sites, a free tool with simple website templates. Groups let you channel your conversations into one place online, and Translate helps you understand foreign text.

Integrate What You’re Already Using

A little-known feature of Google Apps is its Marketplace (I myself didn’t even know about it until I did some digging). The apps here are from software and programs you’re likely already using, like CRM, workflow, and email marketing. Enabling your accounts to work within Google Apps streamlines the activity between the two.

For example, the Nimble app in the Marketplace gives Nimble users more functionality. It allows you to import contacts from your social stream with one click; link emails, tweets, tasks, and events to a profile; and allow your team to log into Nimble using their Google account.

You might even discover new tools, like the HelloFax app, which lets you fax documents from your Drive. Or QuoteRoller, which helps you build out quotes and proposals.

All This…at What Cost?

If you signed up for Google in 2012 or earlier, you’ve been grandfathered in to free services. But at only $50 a year (or $120 with unlimited storage and Vault), it remains an affordable option for any small business looking for easy productivity tools.

We’ve come to rely heavily on Google, and for good reason: the brand keeps providing useful tools that help us do more with our businesses.

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Nextiva Tuesday Tip: Creating an Ergonomic Workspace for Your Employees

Stocksy_txp60acfecbxm9000_Small_302510In today’s business environment, employees work long hours, typically hunched over computer keyboards or, in a customer service environment, on the phone. Did you ever stop to think about whether your employees’ workspace is ergonomically sound? I didn’t either until years ago when one of my employees began suffering from repetitive-stress injuries and eventually had to have surgery.

Ergonomics, or the study of how to fit work systems to workers, doesn’t get a lot of press these days—which is ironic considering a new generation of employees are working in ways that can be harmful to their health. Over time, typing on a keyboard that’s not suited to them, holding their hands in the wrong position or sitting in an uncomfortable chair for long periods can lead to injuries such as carpal tunnel syndrome, back and neck problems or even tennis elbow (which is on the rise among iPad users). My doctor recently gave me an earful about my bad habit of spending hours slouched over my laptop on the couch.

Injured employees lead to worker’s compensation claims, lowered productivity and other problems for your business. An ounce of prevention is really worth a pound of cure in this case! Here are some steps to make your office more ergonomic:

  • Buy adjustable chairs that offer back, neck and armrest support. If needed, invest in additional cushions to support lower backs.
  • Encourage employees to get up and stretch or walk around for a few minutes every hour. There are many online apps that can pop up on their computers and remind them.
  • Provide headsets or cordless options for employees who spend long hours on the phone, such as customer service or salespeople.
  • Laptop keyboards are a big cause of repetitive stress injuries because they’re typically smaller and flatter than desktop keyboards. If employees use laptops for long periods, a simple search for “wireless ergonomic keyboards” will turn up many keyboards you can deploy with laptops.
  • Provide a selection of computer mice and let employees choose the one that feels best to them.
  • Make sure workspaces are properly lighted so employees don’t strain their eyes. Provide task lighting as needed—for example, desk lamps or under-shelf lighting for when employees need to work on paper.
  • Encourage employees to come to you when they’re feeling pain so you can get them treatment and adjust their workspace to resolve the issue. Repetitive stress injuries take time to build, but can appear quickly, so acting fast to treat the problem is key.

Check out OSHA’s guide to ergonomics and WebMD’s guide to ergonomic injuries


Nextiva Tuesday Tip: How to Manage Your Team and Still Get Your Own Work Done

One of the biggest challenges for any small business owner—or, for that matter, for any small business owner’s key managers—is how to manage people while still getting their own day-to-day work done. If you, like me, feel it’s important to be responsive to your team and value an open-door policy, you can often find yourself pulled in two directions as you balance an urgent task with an employee who urgently needs to talk to you.

How can you manage a team, put out unexpected “fires” in your business and still get your own work done? Here are three tips.

  1. Practice a closed-door policy. Not all the time, but at least one or two hours a day, set aside time when everyone knows that you’re not to be interrupted. Typically, the early morning hours work best for this. If you find this policy too difficult to stick to in the office, consider working at home for the first hour or so of the day before you head in to work. Once you’ve got that precious time, don’t waste it on small stuff—use it for activities that require concentration and focus, such as long-range planning or proposal writing.
  2. Delegate. As small business owners, we often like to keep our fingers in every pie. If you’re lucky enough to have managers working for you, make sure that employees go to their managers with questions, concerns or problems first before escalating it up to you. This doesn’t mean you’re an untouchable god on a throne in your office—it just means you shouldn’t be the first person that people come running to when they have a problem.
  3. Empower employees to create their own solutions. Very early in my career, someone gave me this advice: Never go to your boss with a problem until you’ve come up with at least two possible solutions on your own. Asking your employees—at all levels—to follow this rule will not only save you a lot of time coming up with solutions, but will also give your employees valuable lessons in coping with issues that arise at work. They’ll be better workers for it—and you’ll probably find that they often come up with better solutions than you would!

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