In the CPA profession, it’s well recognized that February through April is by far our busiest time of year as tax filing deadlines approach. But the lesson we try to impart from this challenge can transfer to any type of business: don’t let the press and stress of everyday business get in the way of teaching moments for your team. Make the time to enhance your staff’s performance.
Here at Sponsel CPA Group, we endeavor to hold one another accountable, from partners to the newest staff member. As a manager, you have to realize that the most stressful times are also those with the most opportunities for teachable moments.
Too often the only feedback an employee receives is negative. We try to focus on both positive and negative behaviors for teaching. Don’t miss a chance to praise a worker for a job well done, and help them understand how hitting their mark helps everyone around them.
The somewhat tongue-in-cheek shorthand we use is, “Catching an employee in the act of doing something right.” Especially with Millennial generation workers, that positive affirmation will go a long way in encouraging them to continue to improve.
It will also help them react more appropriately when mistakes do occur. Because the truth is blunders will always happen in any human endeavor. The key is to catch them before they’ve done real damage, and learn from them so they are not repeated.
In this scenario, sit down with the employee and discuss their mistake in the greater context of the company’s mission. For example, if a report is prepared improperly and others use that for their work product, everything down the line will be faulty, too. Focus on opportunities to enhance your quality of service and thus enhance relationships with clients.
There really are two kinds of mistakes: those that are caught internally, aka ones that don’t “get out the door,” and errors detected when the product or service has been delivered to the client. Though the latter is obviously more damaging, it also presents a chance to interface directly with a client and reinforce significant customer service.
In our experience, a client is more willing to forgive a mistake when you acknowledge it and present a timely plan to correct the problem. Be proactive, and set your automatic response to be leaving every client satisfied. Empower your staff with this autonomy and responsibility to do so.
Acknowledge to your client that you’re aware you didn’t meet expectations, and solicit their ideas for improvement. In most client discussions, you should do 80% of the listening and 20% of the talking. It can be as simple as asking, “How can we do better?” Open-ended questions require a narrative explanation.
When things are busy and the stakes are high, leaders should strive to function effectively under stress, and pass those lessons on to those they manage. Your employees will take their cue on the appropriate behavior from you, especially when mistakes occur, and how the firm’s culture defines the appropriate remedy.
Don’t be the “road rage” type of leader who flies off the handle when the chips are down. Keep a check on your emotions, and share your thinking and goals with those below you in the hierarchy. You’ll be rewarded with increased efficiency and loyalty. Your actions will always be more impactful than the spoken word — especially in stressful times.
Your staff wants to respect the leader who is knowledgeable in a crisis and decisive with an appropriate course of action.
If you need advice on getting the most out of your team, call Lisa Purichia at (317) 608-6693 or email [email protected]