ROUND THE TABLE MAGAZINE
MDRT members explain how their business benefited from confronting difficult crossroads.
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Stacy L. Kahan, CLTC, a 28-year MDRT member from Skokie, Illinois, USA explains one way she manages remote employees.
Kahan: To hire the right person, you must have a very detailed job description of what their job is, expectations of the job and how you’ll hold them accountable. Now that many of my employees work remotely, it has become even more of a necessity to make sure they know what their job entails because they aren’t seeing and hearing managers and peers firsthand. At one point, when I was traveling frequently, I asked everyone to log in their daily calls and what was said on their calls. Then I would read over the logged calls nightly. I found mistakes along the way and worked with each individual to ensure they corrected them. Each individual was held accountable for their mistakes, and I would sit in on calls with the client as they corrected them. These lessons were imperative. Employees learned and grew from these lessons. One of my favorite quotes is, “If you give a man a fish, you feed him for a day. If you teach a man to fish, you feed him for a lifetime.” I think taking the time to explain and make sure employees know what is expected of them, teach them and help them learn from their mistakes means the difference between providing clients with service versus outstanding service, and encourages a growth mindset in employers too.
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