🎙 When a staff member is not doing their job properly, how do we fix the problem without undermining trust in the team and pointing fingers while achieving the desired result of the work being completed in the way you intend? Steve takes an in-depth look at this common problem and explains his company's steps to rectify the situation.
KEY TAKEAWAYS
💡 You need to standardise procedures across your business so the expectations of your clients are met consistently. One way to address staff you feel are not doing their job right is to document the process by creating an Operations Manual.
💡Blame and ask yourself first, what could I have done to prevent this scenario from occurring? How could the system have been improved to create a higher probability of correctly completing the task?
💡If you can identify the expert in your team to do a specific task, have them create the system so everybody in your team can emulate their behaviour.
💡To complete a comprehensive Operations Manual, use the DIDACT system. It denotes everything an OM has to contain to delegate effectively. DIDACT stands for Description, Inputs, Deliverables, Access, Checks, and Time.
💡Make sure when you describe the task, indicate why it is being done and the consequences for the success or failure of the task. Clarifying the importance of the task will motivate your staff to prioritise it correctly.
💡When specifying a deliverable, try to pick one that demonstrates that the staff member has completed the task successfully.
💡Specify the things that need to be checked to avoid mistakes and ensure the task is done successfully. A checklist can make standardisation more explicit.
💡Increase your staff's ownership by making them responsible for flagging future problems when doing the task.
💡Hold a monthly meeting for your team to share any problems or processes they feel need improving to create a cycle of constant improvement.
BEST MOMENTS
1:57 - 💬 ‘You need to understand that you must standardise how stuff is done across every team member so that your client's expectations are consistently met.’
4:49 - 💬 ‘Instead of pointing the finger at the person, think about "what else they could have had in their arsenal of tools?", "what guidance could they have had?" or "how could the system be improved?" to mean that there was a higher chance of this being done right.’
28:10 - 💬 You've decided that your business will be run in a standardised and systemised way. Still, if your team isn't on board with that and refuses to adhere to your created guidelines, they are a rogue in your business and a liability.’
VALUABLE RESOURCES
Facebook Group: Facebook.com/SystemsAndOutsourcing/
Website: www.SystemizeYourSuccess.com
LinkedIn: LinkedIn.com/SystemsAndOutsourcing/
YouTube: YouTube.com/DrSteveDay
ABOUT THE HOST
Steve used to be a slave to his business, but when he moved to Sweden in 2015, he was forced to change how he worked. He switched to running his businesses remotely. After totally nailing this concept, he spent his time helping other small business owners do the same. Steve’s been investing in property since 2002, has a degree in Computing, and worked as a doctor in the NHS before quitting to focus full-time on sharing his systems and outsourcing Methodology with the world. He now lives in Sweden and runs his UK-based businesses remotely with the help of his team of Filipino and UK-based Virtual Assistants.
Most business owners are overwhelmed because they don’t know how to create systems or get the right help.
Our systems and outsourcing Courses and coaching programme will help you automate your business and work effectively with affordable virtual assistants. That way, you will stop feeling overwhelmed and start making more money.

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