Every employee in your business plays a role in making your company profitable. Unlike your leadership team, your employees serve your business in a different capacity: They’re in the trenches. While you’re collaborating with your leadership team in an underground bunker somewhere, your employees are taking fire day in and day out. It’s vital you fully understand and leverage the importance of each role to ensure you’re maximizing every employee’s potential. Sometimes this means getting your hands dirty.
If you're a World Class MSP, your business is thriving; your company has achieved financial independence; and your employees are happy, loyal and easy to retain. Being able to connect and understand what your employees need is critical to your company’s success. When you take command of your MSP and have a 360-degree view of your operations, you’ll be on your way to becoming a World Class MSP. You’ll have a fairly difficult time becoming a top MSP if you’re unable to see the part employees play in making your company grow, so it’s time to find the ladder to your bunker, head up the rungs with curiosity and breathe in the air your employees are inhaling on a daily basis.
Breaking Down Roles
You’ll recognize several roles within your organization after making it out of your bunker. Each company role can be broken down into the following three components (if you recall, we at TruMethods began promoting these role elements at Schnizzfest 2016):
- Core — What is the ultimate purpose of this role at your company? This encompasses the processes and daily work this employee is responsible for.
- Results — What is the impact of this role? You should analyze in terms of three groups: results for the client, results for your team and results for the employee who fills the role.
- Essence — What is the spirit of this role at your company? The essence is a role’s ultimate purpose.
I know what you’re thinking: Gary, this is great and all, but I need an example of how this all applies to a particular role in my business. Your point is fair, so let’s dive on in.
Let’s analyze the salesperson role using the components I outlined earlier. Here’s what the business role looks like after we break it down by core, results and essence:
- Core — A salesperson’s daily responsibilities include holding conversations, attending appointments, nurturing leads and closing deals.
- Results – Your customer base and lead list grows when a salesperson finds success. Also, with each sale, salespeople improve their self-image and increase their importance within your company.
- Essence – The spirit of a salesperson’s role is to deliver your company message to clients, ensuring that every customer is well-served.
Your employees are bringing value to your IT services. The only way you can provide them with what they need is if you understand the conditions they’re working in on a daily basis. Don’t be afraid to roll up your sleeves, and get in the trenches with them.
If you're interested in more information on how to take command of your entire business and become a World Class MSP, download this free whitepaper today.