Archive for the 'Staff / Team' Category

Who or What Answers Your Phone?

Does a person or a machine answer your phone during business hours?

Do you think your clients care?

I put our best phone person on to the task of answering the phone and the results have really paid off.

This staff member loves to talk on the phone. Sometimes I think she thrives on it! This genuine behavior comes through over and over again as people comment about how nice it is to call our office.

Since she was originally hired as an operations person, she is able to handle most customer inquiries right on the spot without transferring the call. The experience of the caller is dramatically improved. They feel cared for instead of feeling like they are imposing.

Guide: A person connects with a person, not a machine.

Action Item: Put an enthusiastic voice who is empowered as your client’s first point of contact.

© 2010 The Advisors Center, LLC – All Rights Reserved

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Staff Meetings or Meet with Staff?

 

Most businesses have staff meetings. Staff meetings have a bad rap for a good reason.

In most cases they just don’t work.  I won’t go into all the reasons why they don’t but I think we can all agree that it is the rare staff meeting where everyone walks out and says “Wasn’t that a great use of our time?”! Or even worse…..

So what is the alternative?

Meet with your staff – One on One.

Spend an hour or so having a one on one with each member.  The results are great.

They get to see how you are feeling and you get to see what’s up with them.  What is working and what is not working. You can offer constructive criticism without embarrassing them or yourself.  They won’t feel crushed or hurt and perhaps even feel relieved to know that you care about  these issues and they might get fixed.

You can ask about challenges, goals, co-workers etc.  There seems to be little that is out-of-bounds during these one on one times.

These meetings can prevent or eliminate hostility or resentment that can be building up due to the lack of communication.

Imagine going 6 months without speaking to your spouse or significant other without asking them how’s it going or how they are feeling.  There would certainly be hard feelings!

Staff meetings can be productive if they are short and have a single message or focus.  Otherwise spend some time investing in a single person meeting.

Guide – Schedule regular one on one meetings with the members of your staff.  It beats staff meetings hands down.

Action Item – Book the meetings now and plan your agenda. Ask them to plan theirs – What is working, what is not working and how they think they can fix it.

© 2010 The Advisors Center, LLC – All Rights Reserved

Please leave comments to share with others by clicking the comment link below the title of this article.

Give Credit Where Credit is Due

 

As a professional advisor, sometimes it is easy to think that it is all about you.

Most advisors have staff or are part of a team.

Don’t forget to give them credit!

Your staff is likely your most valuable asset. You could not do you job effectively without them. You must let them know it.

There are many studies out there but time and time again, the number one most effective thing is to let them know they are appreciated.

This appreciation can easily be shown in some simple ways:

  • Say “thank you” – the most appreciated.
  • Buy lunch for the office yourself – Have a monthly employee lunch where one staff picks lunch for the entire office and you buy.
  • Give them a paid day off – Particularly if you see they are stressed. Do it spontaneously – “Take tomorrow off, you earned it”
  • Atta boy/girl certificates – AAA sells gift certificates good for area restaurants – give them out.
  • Tickets – perhaps you get offered tickets for events (concerts, theater, sporting events) – give them to your staff or, just buy them some.

And tell you clients how much you appreciate your staff. They will let your staff know too.

Guide – You are not a one person show. Don’t forget it.

Action Item – Let your staff/team know how hard they work and that you could not do it without them. Be sure to show them.

© 2009 The Advisors Center, LLC – All Rights Reserved

Please leave comments to share with others by clicking the comment link below the title of this article.


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