Tag Archives: Enforce

How Do You Get Comfortable Delegating to Staff? Eight Points

Situation: A CEO senses that employees don’t have his sense of urgency regarding the business. A case in point is responding quickly to new customer inquiries in a competitive market. Too often, he takes over to assure that bids are submitted quickly. How do you get comfortable delegating to staff?

Advice from the CEOs:

  • Prepare for a meeting with staff by defining the key desired standards in advance.
  • Initiate the meeting with this message: “We have a company image. This is how we define it.” Work with staff to create standards that define this image.
  • Agree on standards with the team.
    • Discuss standards with the team but have them make the decision. Guide the conversation – through questions – to focus on the desired standards. Be open to using the language developed by staff to enhance ownership.
  • Examples of standards that may apply:
    • Response time to incoming calls, maximum number of rings before response.
    • Time to return telephone messages.
    • Time to return emails.
    • Invoices completed the day or the order, or whatever is appropriate.
  • Establish a response regimen – assure that response is professional.
    • Train all people who pick up the phone.
    • Assign rotating office days for salespeople with responsibility to answer the phones.
  • Emphasize the importance of speedy response with an explanation that everyone will understand.
    • When a customer calls, assume that they are also calling 2-3 other suppliers. The first responder can shape the conversation in favor of their company and offering – for example the company can offer both a solution plus design and logistics assistance.
    • As first responded, assure that the focus is on the company’s strengths – this puts the competition at an immediate disadvantage.
  • Enforce and maintain the standards
    • Once standards are set, make review and updates of performance against standards part of weekly sales meetings. Use large charts to track this.
    • Create friendly internal competition. Who got the most business last week? Who did the best with incoming calls? Have the team develop competitive goals.
    • Recognize top performers with $50 – $100 cash award, restaurant certificate, etc. Make it fun!
  • If “everyone” is supposed to pick up the phone this becomes “nobody” because nobody is responsible for picking up the phone!

How Do You Manage Internet Use by Employees? Six Suggestions

Situation: A CEO notes that the company’s employees surf the Internet during work – some excessively so. The CEO has visited other companies and noted very different behavior around surfing. Does your company monitor or manage employee Internet use? How do you manage Internet use by employees?

Advice from the CEOs:

  • The first question to ask is whether your company culture allows or does not allow surfing during work.
    • Do you want it to or not?
    • Based on your desires for the company’s culture, set a policy that works for you.
    • If you want to more tightly control surfing, look at Surf Control software which allows you to create surfing rules, and allocate time allowed to surf.
  • Create and communicate your policy. It’s OK to let employees know that you’re not comfortable with what you’ve observed and that it’s time to set boundaries.
  • Act quickly, keep the message positive – for now – but make clear the consequences of inappropriate behavior in the future.
  • Don’t create double standards. Furthermore, a free-for-all atmosphere is corrosive.
  • Once you set your policy, if it is necessary to deal with a chronic and unresponsive offender, let everyone know what action you’ve taken and why.
  • Different companies around the table have created varying policies consistent with their cultures.
    • Company 1: Surfing during breaks and lunch is OK, as long as sites are appropriate.
    • Company 2: Surfing is OK – on your time and with our equipment – as long as you ask.
    • Company 3: As long as you are productive, we don’t monitor your surfing. Caveat: it is important to define and measure what is meant by “productive.”