Last week I had similar conversations with owners at two very different businesses. I asked them:
“Do you have Right People… in the Right Job?”
If you have been in business for a few years, you start to realize that getting new customers isn’t the challenging,
getting “good people” who want to take care of your customers is far more challenging!
Before I tell you how to build a great team…
Let me ask you, “How many A- Players do you have?”
[Those that go above and beyond your expectations, are trusted, accountable and a good team player, open to feedback, eager to learn….]
If you have more than 25% A-Players, congratulations, you are in an elite group of small businesses! This is the foundation to build the rest of your team.
But until you get to +75% A Players, you don’t have the foundation in place to grow your revenue, profits, and customer
base without overwork and overwhelm.
When you don’t have the Right People:
Without a team of A Players, you are captive in your business, involved in daily activities, fire-fighting, and are the only one who drives results. You may feel hostage to the low performer or toxic employee, for fear they will make trouble or quit and leave you hanging. You worry that things are falling through the cracks, you chase people down to find out if something was done, and you get interrupted all day long with questions and “checking” routine decisions. You feel like you can’t leave for more than a few days, and you pay for it when you go on vacation.
When you have the Right People, sometimes they are not all in the Right Jobs:
Perhaps you have promoted a good employee to a new role, but she is struggling adapting to the new demands. You hired a new employee who seemed like a perfect fit, but he is not working out as expected. “Old-timers” are slow to adopt new ways of doing things and resist changes you want to make. You are frustrated with young employees who learn fast but leave in a year or two because they say you don’t have any future opportunities for them.
If any of these situations sound familiar, you are not alone!
Most of us focus on hiring A Players to help us achieve our company goals, but once they are on the team we don’t give them the tools to be successful or reach their potential.
For our current staff, we are not sure how to build up their capabilities and performance. They have settled into the
habit of “good enough” and the status quo.
You are left wondering how to light a fire under the average Josie, and how to turn around the performance or attitude
of your most challenging employees.
You don’t want to be the bad guy or the witch, your attempts at coaching have not worked, and it is just easier to
tolerate mediocrity or do the work yourself. Or worse, your best people keep picking up the slack, but they may be
reaching burn-out or are frustrated with you.
If you wonder how some businesses seem to be easy to work with and have a great team, they have the Right People in the
When you have this, your trusted team works together to make good decisions (good for the customer and good for the
You don’t have to oversee every sale and every customer, yet you are confident that things are being done right and
customers are happy. You have a sense of control, and trust that the business on target for healthy growth.
The team initiates and implements process improvements, for fewer hassles and more sales without working harder. This
allows you to finally take time off guilt-free and worry-free.
This concept is credited to Jim Collins who wrote about this in his book “Good to Great.”
1. Define the Right Things
2. Evaluate if you have the Right People
3. Ensure work is Done Right
When you started (or joined) your business, you did a lot of work yourself. As the business grew, you added staff to take care of the daily “work” yet you never seem able to get yourself out of everyday responsibilities.
Your days are busy but progress is slow, and you go home feeling like you didn’t accomplish anything. A 40-hour week seems like a luxury.
You would like more free time, but you are afraid to leave since problems surface and you “pay for it” when you come back.
You have a big list of ideas to improve your business, but these never seem to get started [much less finished].
The cycle repeats
You might even have hired someone new to take some of your workload, or started “delegating” some of your work to others.
But despite your best efforts and good intentions, your to-do list is long and your days are filled with endless calls, meetings, and requests that eat up your time.
Or someone recently quit, leaving you and the team hanging. Now you spend your precious time interviewing and training the new person (which you hate), and then catch up for the lost time.
Frustrating, isn’t it?
It’s an endless cycle. Every Monday you start out with big plans for the week, only to leave Friday with not much progress to show for all your hard work. Some days you feel so burnt out and overwhelmed, you think about exiting the business.
And deep down you know this can’t be the way to grow your business.
What could be the cause? Why are you doing so much in your business?
Because you don’t have the team you need to support you—a trusted, reliable team.
If you did, you would be comfortable letting them handle the daily activities.
You would be confident that they are doing a great job: growing sales, caring for your customers, making great decisions, while keep you updated on progress and achieving your ambitious business goals.
So let’s explore some possible reasons you don’t have a reliable team.
Reason 1: You are under-staffed
Sometimes you truly don’t have enough staff to cover the work to care for your current client base. People are spread thin and are just trying to keep their heads above the water. Obviously if everyone is handling a high workload, it’s hard for you to be confident everything is being done well.
Perhaps you just added a burst of new customers, or you have a seasonal bump in demand, or you are in the process of training a newbie. Teams under pressure, overworked, and stressed are notorious unreliable.
You may think hiring is the answer, but it isn’t always the best solution to start.
When you address the other reasons (below), this usually increase the effectiveness, capacity, and therefore the reliability of your current team.
Reason 2: You have low performers
You likely have at least one person who is not performing well.
It might be someone whose job changed but their skills didn’t keep up, or they are struggling with the workload or an aspect of the job, or they are slow in taking on new responsibility. They might have inconsistent output, working hard some weeks and slacking off others.
You tried feedback, coaching, or training with short-lived improvement.
When someone on the team has sub-par performance, of course you don’t feel you can rely on him or her.
Reason 3: You have people with attitude issues
Sometimes you have people who do an adequate job, but it comes at a price. They give you or co-workers a hard time, grumbling and complaining when you assign work or ask for a status update. They might be toxic to peers, openly difficult to their supervisor, or continually resist change.
Just like the low performers, Debbie Downer and Toxic Theo aren’t your go-to people either. They may do the work (if you are willing to put up with the negativity), but it’s a good possibility they may not do the work well.
When you avoid performance correcting conversations with low performers or those with attitude issues you are not building a reliable team.
What most managers do is “reward” unreliable people by taking work and giving it to a more competent high performer. A great solution? No, but you would rather give work to the reliable. So you are stuck in this “catch-22.”
Both these types of employees drag down the reliability of your team, lower your confidence that everything is under control. Because it isn’t under control.
Even more importantly, “unreliable co-workers” is a main reason top performers quit, so ignoring these issues can force out your reliable ones!
Reason 4: Your “open door” has a line of people asking for help
When you let people pop on by to run things by you, you are enabling “problem bringers” instead of developing “problem solvers.” “Hey boss, what do you want me to do about this? Mr Z called and wants to know what is happening with the new thing” These continual interruptions fill up your day, and distract your ability to focus on anything else.
Remember the biblical parable about “teach a man to fish, and he eats for a lifetime”? It’s the same for decision making. When you are the source of problem solving you also become responsible for the decision, and enables a co-dependence on your input and guidance.
If you can’t rely on your staff to make good decisions without you, you will be chained to the office, worry when you are not there and be called 10 times on your vacation.
Reason 5: Your process is broken
Sometimes it’s not the people who are unreliable, it’s the process itself that causes problems, delays and customer issues.
If there are 5 people who are involved in the process to convert a proposal to delivery of a new sale, there are at least 5 places where the handoff can be incomplete or inaccurate or dropped entirely.
Sometimes your people are doing their best struggling through the convoluted and flawed process. To improve the human-side of reliability, check the underlying system.
If your good performers sometimes have issues with reliability, it might make sense to look at the work flow for effectiveness and efficiency.
Reason 6: You resist delegating
Hey, I get it. You need to trust first before you delegate.
If you can’t be sure the work will be done timely and accurately, you keep control of that task yourself. Even if it is boring or you hate the task.
I find that owners I work with have two main reason they don’t delegate.
One reason is the “it’s easier to do it myself” syndrome. Yes, it will take 20 minutes to show someone once to do this 10 minute task, but remember it’s 10 minutes every week (=500 minutes a year, 8+ hours.) So consider your time investment choices carefully.
The other reason is that a prior delegation was a disaster or just a big pain. You had to chase the person down for an update, nag them to finish it, they did it wrong, or worst of all created a big problem. Painful conclusion: brings you back to reason one- it’s easier to do it myself.
If you want to build a reliable team, you must improve your skills in coaching and training to achieve a successful transfer of work that doesn’t belong on the to-do list for a CEO or manager.
Reason 7: Desired Results are not clear (or rewarded)
You may not realize it, but if you are like most business owners, you are not clear about desired results or clear about priorities.
Most decent employees try to figure out what “Done Right” looks like and to do their best with the resources and tools you give them. If you don’t measure or track any results, they may not know how they are doing. Absent of any data or feedback, most people assume that “no news is good news” and they are doing their job to meet your expectations.
So the “unreliable” don’t know it and don’t have any reason to change.
You also may not be rewarding the trusted reliable ones. Those that step up are given more work, those that duck and cover are given less work, and everyone gets a 3% raise and about the same year-end bonus.
Consider the messages you are sending with feedback, recognition and pay—is it rewarding reliability?
Reason 8: You can’t find good people to hire
Yes, I advise that you should improve your current team performance first.
But the lack of “good people” to hire is part of the reason you accept low performance or poor attitudes. You feel hostage because if you address the issues they might quit, and a mediocre person is better than no person.
You probably also dread the hiring process and rush to fill an open position. You take the “best” applicant, even if you worry they won’t work out.
If you settle for third-string players on your team and in your new hires, this is definitely a reason you don’t have a reliable team.
After you read this list, how many reasons do you have?
How many of these issues exist on your team?
If you have 3 or more, you likely don’t have a reliable who you trust to delegate work, run daily activities and work on projects to grow the business.
The Solution: Building Your Team Model
To build a reliable team, you need the Right People in the Right Jobs, Doing the Right Things
Next Step: Read the Guide
Would you like to learn the exact steps to go from stuck in the day-to-day to building a trusted reliable team?
Many organizations are starting to realize that “prior job experience” is only one element that determines success in a job role. (Especially after we have seen new hires with “tons of experience” be less than stellar performers).
This has led organizational development experts to develop what is called the “competency model” process.
Competencies are a group of skills that make up a “global” trait that someone can apply to many different jobs.
For example, someone with problem-solving competency might potentially excel as a scientist, consultant, product designer or manager.
If they also have leadership competencies, then a career path and development to manager might be appropriate.
If they are results oriented, then perhaps consultant would be a good match.
To hire or promote the person with the highest success potential in a new role, you have to look at the experience as the evidence of a competency strength– “related experience” alone is not enough.
The “best practices” use competency-based interview questions to identify ideal candidates during the selection process, in the evaluation of current employees for job fit and are especially helpful to craft training and development action plans.
In fact, this information is so powerful we build the People Plan model to include detailed behavior-based descriptions of 30 competencies, and include them in every aspect of our coaching model.
Click here to see <a href="http://people-plan check that.com/15-competencies/”>15 key competencies for most jobs — How will you use these?
If you want to retain top performers and get your team working together to delight your customers and grow sales— only positive coaching for accountability (based on cascading goals) will do this.
Here are four possible solutions for the “reluctant coach” — to increase the amount of coaching and positive impact on your team:
Design and use a management rhythm— know what to say, when to say it — to clarify expectations and coach for accountability
Make conversations easy– build trusted relationships (builds on the management rhythm)
Practice and learn how to be comfortable—do it, learn from it, do it again (and keep it positive and appreciative)
**Add a layer– Develop a team leader or general manager who will be the People coach, and interact with the team daily.
(You can get updates from this person, and lead weekly team update and rocks meetings to still be active and involved with the team. Just not every day and on every issue.)
(**This is also how you grow the team to stop relying on your daily presence…)
If you are not interested in creating a better process, or learning how to do it authentically and naturally, that is just fine.
Just as long as you start developing a People coach on your team who will.