In the book Clock Work by Mike Michalowicz, we learned about re-balancing your team. It is true that we need to find team members that thrive in the work that needs to be done, but what happens to those existing clients while you make the transition. We need to make sure our clients feel taken care of even during a transition or re-balance of work in your company.
Access and Take Action
I’m aware that the book Clock Works is about having your company run without you, the business owner. However, if you’ve made the mistake I have, you will want to consider taking back your biggest clients OR your biggest referral sources. That is exactly what I did. I protected the QBR. Remember what the QBR is? It’s the Queen Bee Role. It’s the sole purpose … the soul reason your clients are working with you. Yes, I took clients back on my desk and I’m not sorry for it. You too may need to take back work if you’ve got a situation on your hands that may disrupt your empire.
The next thing I did was start to train ALL of my team members on this niche. I accessed my teams’ personalities and strengths to those of my client’s personalities and strengths. I paired them up and began to see both team member and client start to trust, bond and strengthen each other. I kept those chosen few on my desk until I saw a team member emerge that could really handle these VIP clients. Then slowly, I started to introduce the idea that they – the clients – would start to work with another team member.
My Plan was not Without Flaws
I’ve made some good hires that fit the company and I’ve made some hires that were misfits. As I said in my last newsletter about Clock Works, you must take swift action to release these misfits back into the sea to find something they excel at. As for the clients, I had to take some counter measures to make sure they feel safe and important during our transition.
Actions I took on the Second Team Transition
To fix the erroneous hire, I made myself the contact for the clients experiencing a second transition in six months. I then had the new hire work behind the scenes to ensure it was going to be a great fit. Once that team member made it through the first set of month end reports, my manager and I decided whether it was a good fit. Was this person working inside their genius “zone”? Once we had the right fit, then we introduced them to the clients. In this way, I was able to save face and ensure we had the right team member, doing the right work, in the right portion.
Balancing team and clients will be an ongoing decision at Sooter Consulting. However, we have discovered a way that all parties can feel safe and comfortable.