Are You Ready to Hire Your First Office Manager pt. II

Save Yourself a Lot of Headaches, by Putting the Correct Foundations in Place!

The next best practice for managing managers is:

1. Know them.  Find out what keeps them with you and your company, and in this position, as well as what would cause them to want to leave.

2. Regularly take time with them.  The best way is to have a weekly meeting to keep your pulse on what’s going on with them, and to discover who’s doing what.

3. Take the time to find out what motivates them, looking for ways to communicate special thanks and encouragement.  Give them a short survey and include a list of items they can choose from. i.e.

• Time off

• Gift card to ________________

• A spa treatment

• What’s their favorite candy or drink

• Do they like public praise, or would they prefer a sincere note of thanks.

• Tickets to a ball game

Then when you notice exceptional behavior, remember to reward them with one of the items they chose.  Positive reinforcement goes a long way.  Also, you’re modeling how to treat their employees.  This is influencing up!  Just go into any Starbucks and watch the level of confidence their employees display.

“I will pay more for the ability to deal with people than any other ability under the sun.”  asserted John D. Rockefeller

The next important leadership item is the performance review.  I admire the Starbucks standards and systems.  With two grown children who have been shift managers with an accumulated 14yrs of experience with Starbucks, I have had a rare opportunity to study them from the inside.  They are a model organization regarding encouraging their employees and managers to “feel” like company partners.  I interviewed our city’s District Managers a few years ago, and they described a practice I have implemented with every company I consulted with since.  They not only have exception training with high standards, and detailed manuals for everything, but they do what is called “Skip Level Performance Reviews.”  For instance, they will skip the store manager and interview the shift managers (who are directly under the Store Managers) in order to ascertain just how well the Store Managers are fulfilling their responsibilities, and how they are being treated by the Store Manager.  This kind of accountability keeps the Store Managers on their toes.  Then the Store Manager will skip the shifts and speak with the employees about the Shift Manager.  This also gives one the opportunity to learn if the employees are thriving or struggling under this manager.  If you wait for them to come to you, it’s probably already out of hand, and will need time and intervention, which costs money.  If you do discover there is a problem, corroborate the truth of it by interviewing the other employees to discern if this is an isolated case between the manager and employee, or if it is necessary to either correct the manager, or possibly provide more training. Either way, take care of it, or it will grow exponentially and sabotage the culture of the office, and you will loose credibility and influence.   The Starbucks system of performance reviews works ingeniously, measuring how well they are fulfilling the expectations of being a manager!  As well, if the managers are responsible for certain levels of sales, the numbers never lie.  As well, how they’re creating raving fans can be measured by providing customer surveys.  Feedback, feedback, feedback provides concrete evidence! With the right systems in place, you’ll be able to keep the pulse of a place, knowing when you need to provide extra training and possibly need take a more hands on approach for a time.  Whether you have one or many employees, with the Starbucks systems in place, a company can run efficiently with scheduled, regular performance reviews.

BOOKS TO HELP YOU:

“Developing the Leader Within You” Dr. John C. Maxwell

“Developing the Leaders Around You” Dr. John C. Maxwell

“Love “Em or Lose “Em” by Beverly Kaye and Sharon Jordan-Evans

“The Boss’s Survival Guide” by Bob Rosner, Allan Halcrow, Alan Levins

Stop Being Frustrated with What You’ve Not Achieved!

Five Ways to Get back into, or Stay in SDM, Success Driven Mode

Having lived with chronic physical issues, I live in the world of being frustrated with how little I’ve accomplished each day.  Even today, here I am sitting at the computer with my adorable co-dependent kitty draped over my shoulder wishing I had gotten more done.   We live in the desert where we have the most wonderful monsoon weather, which simultaneously creates a monsoon in my back.  (A monsoon is very stormy, violent weather)  Yesterday, I began the day filled with visions of all I wanted to achieve, yet as the day progressed, so did my challenges.  Now, you may not have a physical challenge, maybe you still have children at home, while attempting to work, or parents you’re taking care of, been there done that too!  Or, you may have some other issue hindering your output.  This said, I am truly a blessed business woman, and I’m sure you are as well, if you look hard enough to find those things to be thankful for.   So, how do I keep directionally moving forward toward my dream, when my body goes south?  Here are five ways to quit being frustrated, and coach and manage yourself to keep moving forward to be the leader you were meant to be! This is how to make a demand on yourself to stay in SDM -  Success Driven Mode:

YOUR COACHING MOMENT with Sue, The “Accidental Leader“:

1. Set your goals for the day the night before. Then be sure you’ve gone back and chosen the 20% that will give you the 80% ROI for your time and effort. PUT THESE ITEMS ON YOUR LIST TO DO FIRST.
2. Be sure to start your day off spiritually.  I spend time with the Lord in prayer and meditation on His Word.  The more I need to get done, the more I know I need this focus and centering in my life, and in my business.
3. Stick to your goals for the day – relentlessly!  Only substitute if it is the kind of emergency only you can do, that can’t be done by someone else, some other time.   Delegate otherwise, or delete altogether!
4. Be grateful at the end of the day for the small things you’ve accomplished.  Write them down.  I guarantee this will chase the grumpies away.  And while you’re at it, don’t compare yourself to the high performers, instead look at someone worse off than yourself, then take the time to be thankful that you have the strength, skills, and especially physical ability to do your dream job in this country.
5. Lastly, DON’T QUIT!  Just don’t quit.  Some day all this effort will amalgamate into something stellar, but you can’t quit.  Remember, quitters never win and winners never quit.

Managing to Succeed as a Boss and Leader!

What Great Managers Do With their Employees, To Add Value to Their Company

Here’s where the rubber meets the road in successful businesses where people feel valued for their contributions! Managing people is all about developing other people to bring out their unique:

• talents
• gifts
• personality
• knowledge, and education
• skills

to meet the needs of their position at work.  Great managers develop and release their employees by assisting them through training, coaching, directing, supporting, encouraging, and delegating.  Lee Iaccoca managed to lift Chrysler Motors back from varying challenging issues including labor disputes and bankruptcy.  Through it all he managed to maintain his value of “succeeding at the people level”.  What this meant was that he insisted, and I quote:  “In the end, all business operations can be reduced to three words,

“PEOPLE – PRODUCT & PROFITS.
PEOPLE come first.”

If fact one of my very favorite quotes states that to be a superb leader, or manager:

“You need to develop the skill of:
MAKING OTHER PEOPLE FEEL IMPORTANT.”
Dr. John C. Maxwell

In fact,

“No man will make a great leader who wants to
do it ALL himself,
or to get the credit for doing it!”
Andrew Carnegie

Again, management isn’t about you.  It’s about what you can do with and through others to build and develop them, while simultaneously meeting the mission, vision, and strategic plan of the company. J. Paul Getty, the wealthy oil mogul, when asked what was the most important quality of a successful executive replied:

“It doesn’t make much difference how much other knowledge
or experience an executive possesses.  If he is unable to achieve results
through people, he is worthless as an executive!”

Are you hearing a similar theme?  As a leader, it’s about extracting from your people, their very best on behalf of the company, in ways that honor, value, and build them. You get to make a difference in someone else’s life.  Because of you, they can gain a new skill, learn a new competency, or even be directed toward their dream position and ultimately live a fulfilling work life.  You have the opportunity to “be” the difference in each and every employee who calls you their boss. So, it’s important that you get the right perspective on your position, and learn what great leaders/managers say and do to create great employees.  A great leader says, as they work with their employees, “How can I make those around me more successful?” In fact, one of the very best questions you can ask yourself to evaluate why you are a leader, to discern what your motive is in carrying the title leader/manager/supervisor while you support, coach, direct, and lead the people under you is:

“Am I building people?
Or, am I building my dream
and using people to do it.”
Fred Smith of Federal Express

This question goes to the heart of why you are in this role, what your motivation is.  In fact, when you correctly understand what your “Job Description” is, you will begin to understand that everyone you work with is hungry. Yes, that’s right.  They’re hungry to be understood, to feel worthwhile, important, and ultimately in their own way, to be recognized as valuable . . . valuable to you and to the organization you both work for.  And you know you’ve reached this level of leadership when instead of feeling like you’re going to throw-up when you’re reading or hearing something like this, that speaks to the soft side of business, – like I myself use to feel;  instead, hearing this now resonates with you, motivating you to work toward finding out how you can genuinely meet the unspoken needs of those who are a part of your tribe, who call you boss.