ROLES AND RESPONSIBILITIES: 3 Basic Steps to Managing a Team (Part 2 of 3).
If you remember from the previous post, it’s vital when managing a team to communicate transparently. Step 2 and 3 are impossible without it! Step 2 focuses on the importance of roles and responsibilities.
Step 2: Define Roles and Responsibilities
Some job titles and subsequent descriptions are quite self-explanatory. Yes, if you hire a customer service representative, their responsibility is customer service. If you hire a barista, their job function is to make drinks. For a plumber, wherever there’s a clog – you’ve got to fix it!
However, there is a difference between simply performing a job’s basic functions and exceeding quality standards.
As an employer, it’s critical your team understands the standards and expectations of their job, or you are setting them – and yourself – up for failure.
However, it’s important to note that there are also different levels of quality dependent upon someone’s experience. Below are a few examples using two measurements for ease of explanation; good vs great and entry level vs advanced. These qualities are independent of each other.
Customer Service Representative:
→ Entry level: Referring to the company FAQ to answer the customer’s questions.
→ → Good: Answering the customer’s question completely, with little reliance on the FAQ.
→ → → Great: Answering the customer’s question completely, with a smile, and ensuring the customer doesn’t have any other concerns with no reliance on the FAQ.
→ → → → Advanced: Leveraging their experience to answer the customer’s questions and adding additional feedback to the company FAQ to create a broader database.
→ Entry level: Making a customer’s drink exactly as they ordered it, one after another.
→ → Good: Making multiple drinks at one time with an upbeat attitude and smile.
→ → → Great: Managing many functions at once, while smiling and having genuine conversation, making the customer feel welcomed.
→ → → → Advanced: In addition to all of the aforementioned, the advanced barista goes above and beyond and double checks that a customer really wants a hot coffee instead of the iced considering the humid temperature outside. All while making conversation about said temperature!
→ Entry level: Shows up when expected and completes the work as quoted.
→ → Good: Arrives on time as expected and completes the work with a positive attitude.
→ → → Great: Arrives on time as expected and completes the work with a positive attitude. Employee Is sensitive and receptive to the customer’s needs, and asks clarifying questions to ensure they understand the problem and possible causes.
→ → → → Advanced: In addition to all of the aforementioned, the advanced plumber explains the reason for the issue and explains solution to prevent future recurrences.
While these examples are relatively basic, it sets a precedent for how clearly communicated roles and responsibilities must be. The quality standard that you set will be followed by your team.
Do you need help creating roles, responsibilities, and quality standards for your team? Your favorite Operations Agency is ready!