I’ve recently started working with a new client, and have been conducting “discovery” calls with some of their management team members to assess their challenges and how I can best help.
Out of the 7 people I spoke to, all but one mentioned the same challenge. Time.
Time in the day to balance all of their tasks. Somedays it would be great to have another “me”, they said.
I’m sure we’ve all been there, but what struck me was the consistency of this feedback among the people I spoke to. 6 out of 7. Too much to do and not enough time. And they said that this was one of the things they all complained about when they got together, so it goes deeper than just this 6. Hmmm…
So as I am hearing this I am noticing a trend. This isn’t just one person that is feeling overwhelmed, it’s looking like the majority. So my curiosity is piqued.
Do they need better time or action management skills, or is it time to expand the staff? How do you know?
No, I’m asking. How do YOU know? We’re all trying to do more with less, but when does that reach the point where you are no longer effective because the demands of the job become unreasonable? What measures do you look at to determine if spending more time or money up front would actually SAVE you money or allow you to MAKE more money as a result?
How many of you have felt this way… you’re just glad you made it through the day and that the facility didn’t burn down? Many of us consider ourselves firefighters, putting out one fire as you wait for another one to flare up. We tolerate lower guest service levels because we just don’t have the time, staff tor resources to properly train and coach our frontline employees. Something has to give. Budgets? Nope. Ordering supplies? Nope. Dealing with angry guests? No, but…
Couldn’t we reduce the number of angry guests if we had more time to train and coach our frontline employees? And don’t angry guests impact our reviews which drive repeat and new visitors?
I think this is where we get into a bit of a catch-22. You know, “a dilemma or difficult circumstance from which there is no escape because of mutually conflicting or dependent conditions.”
Are we not CAUSING the angry guests (or at least lack-luster service) in some cases because we have cut our staff or training budget?
Speaking of your staff, have you noticed that they need and crave more of our time than ever? This is not a condemnation of the younger generation, it’s a fact across all levels of employees. Yet, with tighter budgets and fewer resources, many managers find themselves with less and less time to spend with their team, having to dedicate a huge chunk of their day to meetings and admin work. When I talk to people about coaching their employees, they are all for it, but then ask, “when am I supposed to do that? I barely have time to walk by and say hi, let alone spend time actually observing their performance.”
I’ve always said that eventually we would hit a tipping point… where the more-with-less mantra would cease to be effective because employee performance would dip to the point of unacceptable. Funny thing is, in many areas it has (how many times have YOU complained about the state of customer service today?), but no one wants to blame the more-with-less initiatives. It’s got to be the employees fault, right?
If I had a nickel for every time a manager complained to me about their employees not interacting with guests, I’d need a few semi trailers to hold all those coins. Here’s the catch-22. So much of our training has either gone online, on a mobile device, or we’ve cut back the hours because we don’t think our employees have the attention span. So when are we teaching them guest service and interaction skills? Oh right, their manager is supposed to teach them when they get to their jobs but wait, they’re in a meeting or putting out another fire.
SOAPBOX MOMENT: Regarding shorter training times… if someone is falling asleep in your session or it appears their mind is wandering, it couldn’t be because you’re delivering the material in a lackluster, boring way, could it? No, it has to be their nano-second attention span. If they aren’t engaging, change up what you are doing so they WILL engage. Getting through it faster won’t help.
This is precisely why I made the decision to not make the Myth of Employee Burnout Supervisor Training program available as an app or an online course. To learn to lead you have to get in there, mix it up, talk to people, make some mistakes, put your ideas out there…. and this takes TIME! Leadership is a full contact sport… one that you cannot learn by looking at your phone. But I digress…
So I’ll get back to the original question… how do YOU know when it’s appropriate to polish up your time management skills or add more staff or resources? Would love to hear your comments below!
Thanks for reading!!
No catch-22 here! :o)