In my work with clients & teams over the years, this statement proves to be true over and over again…
You get what you INSPECT, not what you expect.
Yes, even with a great team of people who you adore.
Unfortunately we cannot simply train someone once, and then expect that they will do everything to meet our expectations forevermore.
Why not?
Not getting what you expected can happen for a variety of reasons:
That team member has outgrown their role and is unmotivated
They thought they were improving the process (you disagree)
They are going through something personal and are distracted/unfocused
They misunderstood your initial training
The SOPs are out of date
They’ve asked questions and never got a response
Bottom line: somebody has to be ‘walking around the office’ daily to check on the team - both the person and their work.
In the early stages of your business when you are the team’s GO TO, it makes sense that you are the one to own the oversight role.
But as your business grows beyond 6-Figures, you cannot be the one to manage that things are being done correctly. It simply does not make sense for the CEO to be the one with eyes on what's happening day-to-day.
So, here are 5 things you can already start implementing in your business and your team:
Establish Clear Expectations: Clearly communicate your expectations and standards to each team member. Ensure that they understand the desired outcomes, timelines, and quality standards for their tasks. This initial clarity can prevent misunderstandings and align everyone with the common goal.
Regularly Update Standard Operating Procedures (SOPs): Keep your standard operating procedures up to date. As mentioned, outdated SOPs can lead to deviations from expectations. Regularly review and revise these procedures to reflect any changes in processes, tools, or expectations. This ensures that the team is working with the most accurate and current information.
Provide Ongoing Training and Support: Recognize that training is not a one-time event. People may need continuous support and guidance. Regularly check in with your team to ensure they understand their roles, responsibilities, and any changes in processes. Address any questions promptly, and foster an environment where team members feel comfortable seeking clarification.
Assign Oversight Responsibilities: As your business grows, designate individuals or roles specifically responsible for oversight. While you as the CEO may play this role initially, it becomes impractical as the company expands. Consider bringing in a Certified OBM® or assigning oversight responsibilities to team leads. Having someone dedicated to inspecting processes and outputs ensures that the right things are done at the right time and in the right way.
Encourage Open Communication: Foster an environment where team members feel comfortable expressing concerns or seeking clarification. Misunderstandings can be avoided or quickly addressed through open communication. Encourage team members to ask questions, provide feedback, and voice any challenges they may be facing. This ensures that personal or professional issues that may impact performance are identified and addressed promptly.
That’s the beautiful thing about bringing a Certified OBM® on to the team - they are responsible for making sure the right THINGS get done at the right TIME, in the right WAY, by the right PEOPLE.
Hours of time/trouble/headaches/omg! moments are saved when you have the eyes of a management expert in your business – they INSPECT, so you get what you EXPECT.