You’re Not Their Buddy You’re Their Boss
Summary
- I had a customer service department where I promoted one of the girls from within.
- I asked her to create a work schedule.
- After a week and a half, she came back to me saying the team didn't want to follow any of the schedules.
- She was acting more like a buddy than a boss, asking the team if they were okay with the schedules instead of telling them these were the hours they needed to work.
- I pointed out she needed to act like their boss, not their friend.
- She rolled out a schedule and explained to the team why it was necessary.
- She communicated that the schedule was to make the business better and keep promises to customers, not to punish them.
- She also told them, if they couldn't follow the schedule, she understood, but the work must be done to stay in the department.
Video
How To Take Action
I would suggest implementing clear and structured leadership strategies in your business, whether small or large. Here are a few steps to help you achieve the desired outcomes in a low-cost and high-value way:
Promote from Within: Start by leveraging your existing team. Promote someone who understands the company culture and work flow. This is not just cost-effective but also boosts morale.
Delegate and Set Expectations: When you promote someone, give them a clear task. Have them create a work schedule or another task that directly impacts your business operations. Make sure they understand that they need to set and enforce expectations, not just seek approval from their peers.
Communicate the Why: Make sure the new leader explains the reasons behind any new schedules or rules. Explain how these actions are intended to improve the business and better serve customers, not to punish employees. This helps in gaining their acceptance and cooperation.
Foster Accountability: If employees have issues following new schedules or policies, communicate that it's understood but also stress the importance of carrying out these tasks to remain in good standing within the department. This approach builds a sense of responsibility while being empathetic.
Constructive Feedback: Provide feedback on performance regularly. For instance, if someone is acting too much like a friend rather than a leader, gently point it out and guide them on setting boundaries and taking charge.
By following these steps, you can create a stronger, more disciplined, and motivated team without spending much money or time. Focus on leadership development and clear communication to drive your business or personal growth forward effectively.
Full Transcript
I had a customer service department I promoted one of the girls from within I was like cool so I need you to work on the schedule she came back to me about a week and a half later and she said I present schedules but none of them wanted to do it wanted to do it we don't have a choice these are the hours that we need to make the business for she was still operating as their buddy as being like do you guys want to do this oh if you don't no we don't need to go we don't need to go get pizza there if we don't all want to get pizza there but the reality is if you're their boss you're like this is where we're going to go get pizza and we're going to go at 5:00 so what did she do when she I pointed out to her you're Act like their buddy not their boss as she said okay I am rolling out a schedule and I'm explaining to them why which is it's not to punish you it's to make the business better and keep promises to our customers so we have to do it if you are not able to do it I understand but we have to do it in order to work in this department