How to Bounce Back After a Shocking + Unexpected Team Failure
I’m sure that there are a few people who can say that they’ve never had a wonky experience while outsourcing. But for the rest of us, it’s bound to happen eventually.
Now I don’t say that to scare, because the truth is, it really doesn’t have to be a big deal at all – if you’re prepared for it!
As your business grows and evolves, things will happen to change the team dynamics, and someone who may have been perfect for your needs at one time, is suddenly not a good fit. And sometimes you won’t even realize that’s the case until after something has happened, so learning that lesson can be a little shocking and really unexpected.
Other times, it may be as simple as a team member disappearing because they didn’t have the guts to tell you they didn’t want to work with you anymore. That can be a bit shocking too, because you think everything is going great, and then the next thing you know – poof, they’re gone.
There’s good news though – because if you understand that these things can happen, you then have the ability to prepare yourself and your business to manage those situations with ease and grace, if/when they do happen.
Watch the video for my tips on being prepared and managing the unexpected:
Time Freedom Business Transcript – How to Bounce Back After a Shocking + Unexpected Team Failure
It’s Melissa Ingold from TimeFreedomBusiness.com. Today I want to talk to you about how to bounce back after a shocking and unexpected team failure.
Probably everyone who has ever outsourced can say that they’ve had, at one point or another, some sort of wonky experience. Now, I don’t say that to scare you, because not everyone is going to. Some people are just going to find someone awesome who connects with them, and work with them forever. I’ve heard those stories, too.
As you’re growing and as your business is changing sometimes things happen to change the team dynamics, and someone who was a good fit is no longer a good fit for your business. Sometimes it can be a little shocking and really unexpected. If you are not prepared ahead of time, if you’re not ready to manage those situations, it can be really chaotic for your business and really stressful for you. That stress is completely unnecessary if you’re prepared.
After I had an experience like this I’ve definitely been super prepared if something unexpected comes up. It can be something as a team member who up and quits or just disappears and you’re wondering how to make all this work because suddenly the assistant I had doing this is gone. Or maybe an emergency came up, maybe somebody in their family is sick and they can’t work anymore, it could be anything but it can be a little unexpected.
Here’s what I want you to do.
Always have a backup person in place. Over time the longer you outsource and continue to work with the same people there is going to be loyalty. You’re going to be able to create those wonderful working relationships. You can have somebody that is trained to do everything.
For instance, let’s say you have an assistant, you have some tech support, and you have somebody managing client emails and customer support, that sort of thing. All of a sudden something goes crazy with your customer support. You suddenly realize that person is not responding to customer support tickets or answering emails and you had no idea so a few days have gone by and nobody has been doing that. That can be pretty shocking and unexpected.
But if you have somebody who knows how to step in and do those things on a temporary basis while you find someone else, you’re going to be so relieved. You have somebody who can do that kind of stuff. For instance, your assistant can do that, she can do all kinds of things, so you have that plan with her that if something were to happen she could step in and temporarily do that until you find someone and get back on track. That way you’re not going to be completely stranded because your assistant has no idea how to do customer support for you and you have to start from scratch with that.
I highly recommend you have a backup or you have a team member who can do those things who can step in and take over.
You always want to make sure that you’re setting up user accounts. What I mean by that is you’re not giving away your personal access to websites, to Paypal, to anything like that. You’re setting up a user account where you can easily revoke access if it becomes necessary. When a team member moves on or they quit, you can revoke access to all of those different websites. You obviously want take that step as quickly as possible.
You want to make sure that you always have a list of potential people that you can reach out to and start setting up interviews.
I actually have my fabulous contractors list that you can check out here. It would be great for you to have a list like this on hand so if something came up you could immediately go and start reaching out to people and setting up interviews to have someone step in and do that. You don’t want to find yourself in an already chaotic situation, and then be scrambling around trying to find contact information for a replacement person.
I always like having that list on hand so that I can immediately start reaching out. From this personal list there are people who I work with all the time. I have recently, in the past few months, hired four people from this potential list that I created personally for myself so that I could always have people that I could be reaching out to hire, to interview and go through that whole process. In the past few months, from that list, I’ve hired four people who have joined my team. These are really great people that I’ve starred as my favorite so that I can reach out to them and do an interview to find out whether or not they’re a good fit.
This list would be really great for you, too, because then you can go and find a team member for all kinds of different things, whether it’s an assistant, a book editor, a copywriter, tech support, anything like that. There are all kinds of options for you to check out, to research, to reach out and contact to set up an interview and see how it goes.
Again, having that list of people on hand so that you’re not going crazy trying to figure that out, you can just start reaching out to people right away so that you can relieve your backup person who is handling that temporarily, get another person on board and start training and move on from the situation. You can’t just freak out and not move forward.
Once you’ve done some interviews and you have someone new in place, take a moment to assess what happened and make changes to the way you’re doing things.
For instance, if you had that customer service person leave maybe a good thing to do is to bring in a manager, somebody who can oversee what’s happening with your customer support. That way they’re going to know if this person isn’t answering tickets right away as opposed to a week going by and customers not being assisted and helped. You have a manager in place who is going to make sure that that’s not going to happen.
That way you’ve got a good idea of what really happened. Then once you are out of the chaos of the whole situation and everything is settled back to normal and you have a chance to assess what actually happened, you can figure out how to make sure that it doesn’t happen again. For you, maybe that’s having the backup in place, somebody who can step in temporarily and do a job until you can find a replacement. That is going to relieve so much stress you won’t even believe it.
Those are some ways that you can bounce back after that really unexpected team failure. I don’t want you to get overly stressed out, I don’t want you to be freaked about even starting to outsource just because that might happen. It could, it could not. The reason that I wanted to share these tips with you is so that you can be prepared if something like this does happen. That way you’re not going to be too stressed out about it.
You know what’s happened? Because we have such a great plan in place for these situations, if it happens I’m not stressed out about it. We just roll through our process and we move on and it’s not a big deal. So I don’t want you to panic and not outsource because it sounds scary. I don’t want you to think that at all, because it’s really not a big deal as long as you have a plan in place to deal with those situations.