Management and managing is a constant process. Regardless if you are an organization with 5 employees or 5,000 or more, you know that management doesn’t end when you hire a new employee. This is just where managing begins.
There are many many books written about how to manage employees but here are three practical steps you can take that we’ve learned over many years.
Step 1: Make sure your technology and internal systems operate properly.
The type of technology each team member requires isn’t the important factor in this equation, it’s that the technology you provide is perfect for their particular position. It’s amazing to me to observe organizations today providing out-of-date technology with little to no care for those using it. In a remote scenario, technology is either your best friend or worst enemy. It’s crucial to ensure that you tailor each solution to the application and workload that is expected of the team member. Obviously, slow tech for fast-paced positions is not a match made in heaven so be certain to provide the tools that are needed for your team to succeed.
Step 2: Record and track your team’s customer interactions.
Let’s be clear, your team has to know you are going to do this for “Training purposes” and that this is a healthy way to improve, not a way to be called on the carpet for policy or behavioral infractions. With this understanding, managers can use a more accurate and productive way to help team members improve rather than the “Heard over the desk approach” that rarely makes employees feel good. By recording and tracking your team’s customer interactions you don’t need to call out anyone because you can deal with the situations in a group setting. This puts everyone to ease and allows learning to take place without the threat of embarrassment or reprisals that inexperienced managers sometimes practice.
Step 3: Rely on weekly metrics to guide your managing.
Managers can ensure productivity among their team when they rely on data rather than subjective points of view. Most managers are able to hold weekly meetings to discuss the week’s work or the work coming up. These are perfect times to roll out data points along with useful insights that will improve the team’s performance. If these meetings are facilitated in a positive framework of continuous improvement the team will welcome this input as everyone succeeds together.
Even during the hardest of times, working together is an enjoyable approach in the way people communicate and grow. Companies that have a healthy approach to meeting challenges will fare better in a constantly challenging world.