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Difficulties With Bringing On New Staff
Guest Post by Lisa Hendrickson, owner of Call That Girl, 15 years experience of supporting client computer issues.
Just about a month ago, I knew I was getting too busy to do the little stuff around the office, missing too many calls, problems with a few minor things and decided to hire on my first assistant. I found the right gal with the right times available that fit the company’s needs. We agreed upon 15-20 hours a week, give or take.
The first week was very difficult because as much as I had “duties” ready for her to learn, I didn’t have the processes documented. I thought it would be as easy as “ok, just do this”…but for someone new to come to your company and know how YOU do things, it’s not easy. I found my assistant being lost many days and I had to jump in and explain. Not only does she need to know where I keep things (documents) but also learn my business, how I work and what computer repair is all about.
We did start with a short list of duties, that near week 3 she had nailed down pretty well. I was excited to see her flourish with those and duties and then gave her another big task with some of my social media and she did great! I was thrilled! Then move to this week…I was out of the office on Monday and she worked in the office and she was not so great…but this was not her fault. If I had everything documented and in a place she would be able to find documents, it would have been perfect. Lesson I learned: Document and have everything in one place! I want to build my business in a manner that is like a franchise model, but will be owned by me. I need to have every bell and whistle in order NOW. Not in 6 months. With all that said and after working with her for the past month, it’s time to get it all down. Here is a short list of items we are working on. Oh yea, there will be more lists I am quite sure!
- How to take an incoming request (home, shop, remote)
- How to book appointments
- How to confirm appointments
- How to do the support (for techs)
- How to document the work
- How to close the calls
- How to do the final billing/closure of call
- Follow up procedures
- Receipting for phone support
The above list is something that I have been doing on my own, without it documented. Now that we are documenting, it’s kind of tough to keep it all straight and training the new gal to do things these things isn’t easy either. But it’s something we are doing together and it feels good to see the “business flow” finally. We are pulling in the interns too on this project assisting with the manual of operations.
Next week I will be spending some time on the shop processes and procedures after learning the downfalls of the assistant. I have a couple of techs coming on board and documenting for them will be critical. I’m very excited to move forward, but to move forward, you must do the work to get it done. New techs will be helping me write up the documentation, creating technical check lists, building knowledge bases and downloading driver libraries. Not only do they have to learn how business is run, but I also want a few things done in a consistent manner.
Lisa Hendrickson, owner of Call that girl, 15 years experience of supporting client computer issues. New member to Technibble.com, but is very fond of writing to help others. Her articles will include topics of business, marketing, advertising, client support and social media. Be sure to read her posts and check out her blog at http://www.callthatgirl.biz
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In this industry, things change all the time. That’s why we put all our documentation in a wiki. This gives everyone the ability to update procedures as new tools and methods become available, plus you get the added benefit of web-based access and revision history.
Documentation seems to always be the last thing done.
Working from the other side, I have gotten into the habit of documenting procedures whenever I start a new job. There is always that thing you do once in a blue moon, and after being shown once, 6 months before, the employer thinks you already know how to do it…
Consider having the new assistants do the documentation, write/type down the procedure as you tell them how to it. All you need to do is provide a standard format for them to follow ie:
– easy to understand file name
– shared location on the network (not personal drive)
– document layout: title, summary, procedure documentation, change control (name, date, version #, approved by(?) …)
After they create the initial version, you can review it, correct errors, tweak it to add exceptions you hadn’t mentioned etc. And as they become more familiar with the job/procedure they can take over updating the doc with knowledge that you may not be intimately aware of because you don’t do the specific job daily.
Since it is on a shared network location, the documentation is available to all employees and since it is online it is “living” document that can be easily updated as things evolve. “Living” as opposed to a much more static procedure printed on “dead trees” (paper) that is not updated as readily.
Before you hire anyone you should have them sign a non-competition agreement, the contract you have them sign at the start defines the entire working relationship.
I don’t have non-competes. I hire young students right out of college, if this job isn’t working out (for me or them)…I will not stop them from trying to get a job elsewhere. I do have an agreement form they sign though.
I first learned about Standard Operating Procedures (SOP) in the Army and have created this documentation for departments in two private companies since then. An SOP is a great tool for new hires to get up to speed quickly and is essential for promoting consistency in daily practices within the organization. As your company continues to grow, and I have no doubt yours will, you’ll be glad you took the time to do this now.
Thanks for these posts Lisa. We have been considering employing our first staff member and reading your last couple of articles has been very informative and helpful.
Time to start putting our procedures in writing…
in response to Baqellad
I never had a non-compete on my employees and never had a real issue. When I worked for others though I noticed that the employers who treat their employees like crap are the ones who insist on non-competes. Treat your employees with respect and you won’t have a problem. Few employees leave an employer that treats them well.
I think what Baqallad may be thinking of is a confidentiallity agreement and if Lisa is half as sharp as I think she is, she’s got that covered in the form that she gets new employees to sign.
I have a document full of procedures. My memory is just short and not that good, so I have to write everything down as I will forget in no time. It helps a lot, even if you have a great memory, procedures will make your life easier when you have lots of work.