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Aug 26, 2016
Brenda Smyth
Flexible work programs abound. Telecommuting is seen as a company benefit now, often helping to attract and retain top talent. Whether these virtual employees work in another state or just spend a couple days a week working at home, there are inherent management challenges. The right employees, good communication, and clear objectives are the formula for keeping your off-site employees productive — and you sane.
Check out the two scenarios below, assuming the employee is the same person, and notice the use of technology and the manager’s actions.
Successful scenario: An employee was hired without meeting her boss face-to-face. She makes out-bound phone calls to set appointments for a company in another city. She has a well-defined call quota and appointment goal. She emails updates to her boss as they occur, and can see the centralized calendar to determine open time slots.
At the end of each day, the employee logs her calls and time in a database. Her boss calls several times a week to check on progress, talk about the script, upcoming changes, and life. Her boss knows her kids’ names and that there’s a school play coming up. Her boss notices and praises her efforts and results frequently.
The employee takes the time to occasionally call the outside sales person to check on the outcome of a specific appointment or two. There is no office, and in a year’s time, there has only been one in-person meeting between the boss and this remote employee.
Unsuccessful scenario: An employee sells advertising for a small magazine with an office across town. The magazine is struggling, making her boss uptight. Goals are loose and territories are undefined. There’s no centralized database, and no way to see if an account is being worked. The boss is interested in results, and has some of his own accounts (giving him a good feel for what’s happening in the trenches, but also putting him in a competitive situation with his employee).
The employee initiated sending a weekly report with new account activity. There is a quarterly out-of-office meeting for the off-site employee as well as the rest of the magazine staff. The experienced employee started out with a passion, but has gradually found that her weekly document goes unnoticed and that calling in will yield complaints rather than constructive dialog. She calls less and less often, and eventually quits after a couple small sales.
Great employees are great employees, regardless of whether they work in the office or out. They are a company’s number one resource. Avoid the disconnection caused by bad communication or a lack of interaction with a manager. Use technology and well-defined goals to keep your virtual workers happy, connected and productive.
Brenda Smyth
Brenda Smyth is supervisor of content creation at SkillPath. Drawing from 20-plus years of business and management experience, her writings have appeared on Forbes.com, Entrepreneur.com and Training Industry Magazine.
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