Here is a scenario. Sales are flat. The product development team is feuding with the marketing folks. Production is lagging and customer complaints are trending in the wrong direction. Sounds like a nightmare situation – right? It’s at a time like this that makes us wonder why we became entrepreneurs in the first place! As we try to sort out this mess, something becomes quickly apparent. We have the wrong people on the bus.
The whole problem would not even exist if we had selected the right people in the first place. But for most of us, we are where we are and must deal with an unwise hire here and a hopeful hire there. Rarely do we make the right hiring decisions from the get-go and find smooth sailing forevermore. Something I have grappled with for decades is when to change out the people on the bus – and sometimes the bus driver to boot! The mistake I have made over and over has been to give people too many chances and believe that if I just find the “right slot” for someone, that I can “save” him or her. In recent times I’ve come to realize that we’re not in the business of doing social work and it does no favor to someone who is miscast to continue to try and salvage them.
Most of us have a level of empathy that prevents us from being Donald Trump . . . that is to simply say, “You’re fired!” But there is undoubtedly a middle ground. We do not have to have a hair trigger and instantly terminate someone who is beginning to struggle. And we also do not need to continue to enable someone for months or even years who cannot get the job done.
As with much about entrepreneurship, there is a process that can make the decision to invite someone off the bus both humanely and timely. We start with clear written roles and accountabilities. It’s imperative that our team members truly understand what is expected of them. Roles and accountabilities should be quite comprehensive, and they must be measurable. We also must make sure that our team members understand how to perform their roles and accountabilities and that they have the proper resources to succeed. If I tell a non-pilot that he is responsible for flying a passenger jet from New York to LA I can be very clear about this. But if he is not trained to fly the plane, then it will either fail to get off the ground or if it does, well, what happens might not be pretty. I realize that this is a bit of an exaggeration, but it illustrates the point.
Hand in hand come key performance indicators. These are the metrics by which we determine if the roles and accountabilities are being sufficiently executed. Ongoing performance reviews are also an important element of ensuring that the right people are on the bus. Some companies do an annual performance review. This may be fine in a formal sense, but team members need a continual feedback loop. Then there will be no surprises when the annual review is performed. It is also helpful (and often judicious) to offer a written assessment as part of the continual feedback process. It’s not so much to build the file as it is to make sure that everyone is on the same page regarding where improvement is needed.
Often when things are going poorly, it’s the result of a lack of roles and accountabilities; or a lack of training; or a lack of proper resources to get the job done; or a lack of measuring results; or a lack of providing team member feedback, or all of the above. When this happens and we must make a change in personnel, we dread having to act. Why? Because we know deep inside that we probably did not do everything necessary to be completely fair with our team member.
Ensuring that we have the right people on the bus is a strong step toward building a successful culture and producing the results we desire. And following a well-designed process to invite people off the bus who are not the right fit will allow us to act objectively and at the right pace.
This blog is being written in tandem with my book, “An Entrepreneur’s Words to Live By,” available on Amazon.com in paperback and Kindle (My Book), as well as being available in all of the other major eBook formats.