Why is it that some employees can’t seem to get anything right? You think back and you know you gave clear instructions but for some reason the output does not match your request. Did you ever consider that your instructions are really not that clear? Or maybe that the employee is afraid of you and can’t think straight when they have to complete a project for you? Or worse, they don’t really care about their output and don’t spend the time researching for accurate results. It could be any number of reasons. Let me give you a scenario.
One afternoon Sally told Bob that he would be receiving some invoices in the next day or two. Sally sent an electronic copy of all the invoices for his reference. Now these invoices were all from the same vendor for a particular service that had been provided to the company. Bob was required to process the approved invoices once they arrived and send payment to the vendor as usual. About four or five days later, Bob reached out to let Sally know that he never did receive the approved invoices and furthermore, this vendor could not be paid unless they were added to the company database as a vendor/payee. Sally was furious because this particular vendor had been doing business with the company for 4 years and had received payment just 4 months prior to this occasion. She explained this to Bob but he insisted on getting the required information to add the vendor to the database. In the end, after numerous emails and follow-ups from Sally, Bob had to apologize to for two reasons, the vendor was indeed already in the company database and the invoices had been received and paid. If only Bob had spent some time researching.
Here are some things you could do to help your employees get things done right the first time.
Provide detailed instructions for complex tasks. If there is no room for creativity on a task then you need to ensure that your employees know exactly what you want them to do. For example, let them know what parameters you want them to use when running a report and how you want to see the results; table, graph, chart all the above.
Avoid the fear factor. Because I said so is not a sufficient way to get through to adults. As a manager you need to be focused on how to manage adults. It is not the same as handling children although, you must admit, sometimes it feels that way. Keep in mind that you want your employees to respect you rather than fear you. Respect draws out positive attitudes and results from your employees. If they respect you, they are more likely to do things right in order to gain your approval. They will care about their output and will ensure that they give it their best effort.
Train your employees to research. It’s important to give your employees ample time to complete a task whenever possible. Even with a time crunch you should encourage your employees to verify any information they compile and provide to you or anyone else within the company. They need to use the documentation you have in-house or use the Internet. Teach them to realize the importance of accuracy; nobody wants to be caught with their foot-in-the-mouth. In Bob’s case above, all he had to do was research what Sally said concerning the previous payments to the vendor.
Understand that you are not always right. This is true and we know it. In so many situations employees’ thoughts, suggestions and ideas are undermined as unimportant or incorrect while you as their manager expect them to take direction without question. Service and Sales representatives have been taught that ‘customers are always right’ and that there is a proper way to agree with the customers and then go on to correct or clear up any misconceptions they may have. In reality you are the customer is some situations and in others, your employees are the customers. Respect each others knowledge base and learn from each other.
There are no stupid questions. Finally, if you want something done right you have to be able to allow your employees to ask anything they need to ask to ensure that this is case. Be patient even when the question seems silly to you – you know, those questions that make you want to say…”Are you kidding me?” Patiently reiterate what you need done and then let the employee handle it from there. It is better to take a deep breathe and go through this step than to have the employee do the task over. Get it done right the first time!