I have 45 employees at my company.
Most of them have never met one another in person. We have no office. They live all over the world.
A thread on how we do it:
Most of them have never met one another in person. We have no office. They live all over the world.
A thread on how we do it:
Technology allows us to track everything we do and measure the KPIs.
We're in the self storage business and I can login each day and look at all the key indicators on our software, called Easy Storage Solutions (out of the box for $150 per mo).
-move ins
-move outs
-revenue
We're in the self storage business and I can login each day and look at all the key indicators on our software, called Easy Storage Solutions (out of the box for $150 per mo).
-move ins
-move outs
-revenue
Slack is how we all communicate.
Ring Central is how we track all of our customer service data.
Notion allows us to organize data and build processes.
Google drive is where we store all of our underwriting and key files / folders so we can be 100% paperless.
Ring Central is how we track all of our customer service data.
Notion allows us to organize data and build processes.
Google drive is where we store all of our underwriting and key files / folders so we can be 100% paperless.
We train new employees and share information with Loom.
Instead of showing somebody how to do something with a 10 minute demo, record the perfect screen-share and share it with 10 employees and they can reference, rewind, study and have on hand for later.
Instead of showing somebody how to do something with a 10 minute demo, record the perfect screen-share and share it with 10 employees and they can reference, rewind, study and have on hand for later.
The main advantage of a fully remote team is labor arbitrage.
If it can be systematized and done from a computer, we can have a team member in the Philippines do it for $5 per hour.
We used supportshepherd.com to source 18 employees in PH and it has changed our business.
If it can be systematized and done from a computer, we can have a team member in the Philippines do it for $5 per hour.
We used supportshepherd.com to source 18 employees in PH and it has changed our business.
They are competent, driven and have excellent english.
For us they do customer service - the most important point of contact. We have a 24/7 call center to rent units, take payment and these folks even know how to give directions inside our storage facilities to new tenants.
For us they do customer service - the most important point of contact. We have a 24/7 call center to rent units, take payment and these folks even know how to give directions inside our storage facilities to new tenants.
They also handle collections, email customer service as well as data entry, competitor studies and underwriting for our acquisitions and finance departments.
We have two folks in the Philippines who have risen up into the management ranks of our company and manage other ees.
We have two folks in the Philippines who have risen up into the management ranks of our company and manage other ees.
The keys to effective delegation:
Simplify the job of each employee.
One person doing 10 tasks means they can't get good or do anything efficiently. Distractions come often and they end up being mediocre at everything.
Simplify the job of each employee.
One person doing 10 tasks means they can't get good or do anything efficiently. Distractions come often and they end up being mediocre at everything.
Instead:
Let one employee focus on one or two things.
Taking payment and making collection calls, for example.
A different employee processes new rentals and sells new customers.
Both specialize, both do their job well.
Let one employee focus on one or two things.
Taking payment and making collection calls, for example.
A different employee processes new rentals and sells new customers.
Both specialize, both do their job well.
Another example:
One employee used to cold call facilities, build competitor analysis, do the underwriting, and more.
They ended up wasting a lot of time in a spreadsheet when they needed to be on the phones.
Now one employee calls, another one builds the file and gets offer $
One employee used to cold call facilities, build competitor analysis, do the underwriting, and more.
They ended up wasting a lot of time in a spreadsheet when they needed to be on the phones.
Now one employee calls, another one builds the file and gets offer $
There is a lot of bad advice out there that employees want autonomy and to "find their own way".
That is very wrong.
Entrepreneurs like chaos and solving hard problems.
Employees want structure and a clear, repeatable path to doing a good job.
That is very wrong.
Entrepreneurs like chaos and solving hard problems.
Employees want structure and a clear, repeatable path to doing a good job.
An employee comes to you with a question.
You have two ways to go about it:
#1: Get out of my way, I'll do it
#2: Throw it back at them - how would you solve this?
#2 is harder in the moment, takes more coaching and more time, but pays off in the long run.
You have two ways to go about it:
#1: Get out of my way, I'll do it
#2: Throw it back at them - how would you solve this?
#2 is harder in the moment, takes more coaching and more time, but pays off in the long run.
Hire fast, fire faster.
The second you get that gut sense that somebody isn't good at their job, its time to cut ties.
Folks rarely get better at making decisions and solving problems. They'll let you down time and time again.
Let them go immediately.
The second you get that gut sense that somebody isn't good at their job, its time to cut ties.
Folks rarely get better at making decisions and solving problems. They'll let you down time and time again.
Let them go immediately.
Yes, its a tough labor environment. Yes, its hard to find good people.
No, they won't walk into your business looking for a job.
You have to take ownership over the situation and go out and FIND the talent and make it happen.
No, they won't walk into your business looking for a job.
You have to take ownership over the situation and go out and FIND the talent and make it happen.
How do you develop a strong culture?
Its not about pizza parties or cocktail hours.
Treat people well, complement them when they do a good job, and pay them well.
On top of that you HAVE to get rid of poor employees quickly (it is a big stress on team).
Its not about pizza parties or cocktail hours.
Treat people well, complement them when they do a good job, and pay them well.
On top of that you HAVE to get rid of poor employees quickly (it is a big stress on team).
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