Assistants have become more of the norm rather than the exception
for agents heading into the new millenium. Even five years ago there were still
many top-producers without staff. Now it is rare to see a top-producing agent
without a staff. The question is are they truly a profit center for the agent?
The right assistants are, but poorly hired and trained staff that are over compensated
are a net loss for the lead agent. Most agents need to understand that the learning
curve for assistants and teams is extremely steep. It takes a tremendous amount
of time and many mistakes are made before success is achieved. Before assistants
climb to the top of the curve they can be a net loss in dollars. Below are three
crucial steps to helping your staff climb the curve quickly and efficiently.
First, create a defined
job description and set qualities and characteristics for the
new team member. Success is achieved
by doing the preparation work prior to the hiring process. It
is crucial to define the specific responsibilities and tasks
your assistants will need to perform. Don’t just look at today’s
responsibilities; look at the future responsibilities as well.
Determine the type of person that you will need for your business
in five years. Create the ideal profile of the person who will
be able to free up your time so that you will be able to focus
on doing what you do best.
A job description
can be created by first evaluating what you do best. Focus
on creating a schedule of duties for yourself
that are only high pay-off activities. These are the activities
that pay you a high dollar per hour wage. Once that is determined,
then develop a list of items that you don’t get paid well per
hour to do, don’t enjoy doing, or are not skilled at. This list
of items should be delegated to your staff to accomplish. By
being able to utilize your time doing only high pay-off activities
and delegating the low pay-off activities to your assistants
the quicker they will become a profit center for your business.
The second step is
to hire the right person to fit the team. I made this mistake
quite a few times early in my sales career. The reason why I made this mistake is because I needed someone
yesterday. I didn’t want to perform the assistant’s functions.
The wrong person is worse than no assistant. Don’t hire in panic.
Understand that there are some things you can’t teach as an employer.
There is a television
commercial by Alaska Airlines that illustrates this point.
It is two young kids who are doing yard work for
people in the neighborhood. One little boy is rough and not concerned
about quality; he just wants to mow the lawn. The other boy is
clean-cut and pleasant. They both charged $5.00 for the service
they perform. The second boy does a landscape job that looks
professional. The last caption is "Future Alaska Airlines
Employee" under a picture of the boy who did a professional
landscaping job. They are looking for good people at Alaska Airlines.
They are not trying to create them.
Often owners and managers
say, "I have my core values set.
How do I get my employees to embrace them?" That question
is backwards. You can’t share your core values; your staff must
already have them. The truth is if you have to manage someone
heavily, you have hired the wrong person. Nordstrom hires people
who are innately focused on customer service. They already posses
the customer service mentality. The training they receive only
intensifies the salespersons’ ability to serve. You can’t get
people to provide extraordinary service if they don’t have a
customer service mindset from the beginning.
The third and final
step is what do you do when you have hired the wrong person?
Our typical response is to over-manage that
person. We create systems and procedures to compensate for his
weaknesses. His weaknesses take a tremendous amount of production
potential away from the lead agent and the whole team. Most often
the compensation is based in an area you can’t control. Maybe
the work ethic isn’t consistent with your beliefs. There are
many issues that can surface.
The biggest mistake
you can make is not making a decision to change quickly and
efficiently. The biggest waste of time in
life is when you know you need to make a specific decision and
when you actually execute the decision. Although this span of
time for most people is fairly large, you must shrink this span
in order to achieve success. Successful people don’t make a few
mistakes…they make more. They just load the odds in their favor
by making a lot of them and learning from them. They don’t dwell
on their mistakes. They move forward.
Evaluate your need for assistants. Define what roles and characteristics
they need to have. Evaluate your current staff. Do they fit the
long-term standard? Make the right decision without delay, now!
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