Frustrated With Crisis and Employee Errors?

Dear Joan,

"My office manager/secretary quit two days ago and I'm having a devil of a time finding where she has put things. When I do find them I'm also discovering small disasters, such as old checks which were never deposited, invoices not paid and client folders misfiled. Most of the time I am in the field selling or working with clients. How can I avoid these problems with the new person?"
Signed, Frustrated

Dear Frustrated,

I sympathize with your situation, it is not uncommon to find a few skeletons in the closet when an employee leaves. There are two answers to you problem. One is to develop a set of standard office systems and procedures, and the other is to create a good feedback system on the work as it is done. This does take time but it saves a lot of grief later and your business will run more smoothly and profitably as well.

OFFICE PROCEDURES

I believe that every job in a company should have a desk top manual which defines in detail the procedures required for the tasks in that job. This procedure manual also serves as a training manual when a new person is hired. Now is your opportunity to start such a manual before you hire the new person.

Get an empty standard three ring binder and a set of dividers. Write down your Office Manager/Secretary's major task categories, such as filing, answering phones, sorting mail, accounts receivable, accounts payable, deposits, proposals etc. Label a divider for each category of tasks.

As you are in the process of cleaning up the messes and uncovering problems create a check list of things the person must do in each category and a brief statement of how to do it, with a standard of performance and behavior. For example; 'Always answer the telephone by the third ring (standard of performance), in a cheerful and welcoming voice (standard of behavior).'

For standard paper work, create a check list for each pieces of paper with an example of the correctly filled out form (make a copy of one you already have) and a blank of the form behind the checklist. Number each blank on the form with corresponding numbers and explanations on the check list.

Because you may not be able to complete the manual before the new person starts you can get the new person to continue the development of the manual as you are training him/her in the job.

FEEDBACK SYSTEMS

Ask your accountant to help your set up a control system of accountability for accounts receivable and payable as well as deposits. Be sure you know how to access all the data in your accounting program and if you don't know how now, get trained as fast as you can. For free instructions on A Quick & Easy Way To Document Your Computer Programs click here.

As the owner you need a way for each employee to give you written feedback on accomplishments, the progress of critical projects and issues or concerns that need to be addressed. Create a weekly feedback form listing each area you want to track. Be sure you are tracking RESULTS not just activity. Since it is in writing you can review it at night or between client calls.

Set aside a specific time each week to review the feedback results with each employee. Without this weekly discussion the employee will feel no real accountability for the work results. Accountability is critical for consistent quality output from your staff. Every time something falls through the cracks it's a flag to you that a system for tracking is needed or a critical procedure is missing.

Recommended Reading:

The E Myth Revisited, Why Most Small Businesses Don't Work and What to do About It, By Michael Gerber
If you run a small business or a professional practice, you really need this book! It will simplify your life, and make you money.
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Audio:
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The E Myth Manager, by Michael Gerber,
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How To Make Your business Run Without You, by Susan Carter
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Inc. Yourself, By Judith H. McQuown
Provides the most comprehensive, user-friendly guide to the tax breaks and legal benefits of incorporation. Reveals how to take advantage of the tax breaks and legislation that benefit startup ventures.
Click for more about this book!