Daily Directive: 090324

Daily Task: 15 minutes

Write one blog post or record one QuickCast and post to your website.

Project Focus: EHR

This week, we’re going to improve the return you get on the time you invest in your business.

Last week, you made a list of tasks you complete in a normal day. You split the tasks into “LOVE” and “LOATHE” lists, and hired someone to take one “LOATHE” task off your plate.

Today, you’re going to measure how they’re dong.

Take out the written breakdown of the task (the step-by-step instructions you wrote for your staff person.)

Beside each step in the instructions, write the numbers 1 through 10. This is your evaluation scale.

Rate the performance of the staff person at each step.

Book an appointment to walk the staff person through the evaluation – this is a review of their first few days of performance, so it’s not going to be perfect – just a very short conversation. They should ask for places they need help.

No one will do a task exactly the way you’d do it the first time. The goal is to help them make measurable progress after one week, one month, and one quarter.

If they’re not making measurable progress, or even failing badly, mentor them to improve. It’s too early to gauge success or failure. If they still don’t have it after a month, spend more time mentoring them. If they still don’t have it after a quarter, replace them in the role – but do NOT take the task back yourself.

Here’s an example of a task breakdown for a dry cleaning business (delivering the clean clothing to a customer) with a rating scale of 1-10 beside each step in the process:
Task Breakdown for Delivering Clean Clothing to a Customer:

1. Check the Order for Accuracy (1-2-3-4-5-6-7-8-9-10)
   • Ensure that all items listed on the order are included in the delivery.
   • Verify that the cleaning and pressing have been done to the standard expected.
   • Check for any special instructions from the customer (e.g., folding, hanging, stain removal).
2. Prepare the Clothing for Delivery (1-2-3-4-5-6-7-8-9-10)
   • Properly fold or hang each item as specified by the customer.
   • Place the clothing in the appropriate delivery bags to prevent wrinkles and protect from dust.
   • Attach the correct order label or receipt to the outside of the delivery bag.
3. Confirm the Customer’s Address and Contact Information (1-2-3-4-5-6-7-8-9-10)
   • Double-check the customer’s delivery address and contact details.
   • Call or text the customer to confirm the delivery window and any special instructions.
4. Load the Vehicle Efficiently (1-2-3-4-5-6-7-8-9-10)
   • Arrange the clothing in the delivery vehicle to prevent any damage or wrinkling during transit.
   • Ensure that heavier items are placed securely and lighter items are accessible.
5. Follow the Delivery Route (1-2-3-4-5-6-7-8-9-10)
   • Use GPS or a pre-planned route to efficiently reach the customer’s address.
   • Drive safely and adhere to all traffic laws to ensure a timely and secure delivery.
6. Communicate with the Customer Upon Arrival (1-2-3-4-5-6-7-8-9-10)
   • Notify the customer upon arrival via phone call or text message.
   • Provide an estimated time of arrival if there are delays or if the delivery window changes.
7. Deliver the Clothing with Care (1-2-3-4-5-6-7-8-9-10)
   • Carry the clothing carefully to avoid any damage or wrinkling.
   • Hand over the items directly to the customer or follow any specific delivery instructions provided.
8. Verify Customer Satisfaction (1-2-3-4-5-6-7-8-9-10)
   • Ask the customer to review the items to ensure everything has been delivered as expected.
   • Address any immediate concerns or issues the customer might have.
9. Collect Payment (if applicable) (1-2-3-4-5-6-7-8-9-10)
   • If the delivery requires payment on delivery, ensure you have the appropriate method ready (cash, card reader, etc.).
   • Provide a receipt or confirmation of payment to the customer.
10. Update the Order Status in the System (1-2-3-4-5-6-7-8-9-10)
    • Mark the delivery as complete in the business’s order management system.
    • Record any notes regarding the delivery experience, such as customer feedback or issues encountered.

How to Use the Rating Scale:

• 1-4: The task was not performed correctly or to the expected standard. The employee needs significant improvement in this area.
• 5-7: The task was performed adequately but there is room for improvement. The employee should focus on refining their approach to achieve a higher standard.
• 8-10: The task was performed well or exceptionally well. The employee has a good understanding of the task and requires minimal guidance.

Conducting the Evaluation:

Set Goals for Improvement: Establish clear, measurable goals for the next week, month, and quarter. This could include improving specific task ratings, becoming more efficient, or demonstrating greater attention to detail.

Step-by-Step Review: During your meeting with the staff member, go through each step and discuss your ratings. For steps rated 1-4, provide specific feedback on what needs improvement. For steps rated 5-7, acknowledge what was done well and suggest ways to enhance performance. For steps rated 8-10, commend the employee and encourage them to maintain their high standards.

Mentoring and Support: Identify areas where the staff person needs additional training or resources. Offer your support and ensure they have everything they need to succeed.

Further reading: How to Offload The Tasks You Loathe

Find a mentor here.