Managing the Employee Expectation Gap
Oct 21, 2024In the latest episode of "Keep What You Earn," Shannon addressed a critical issue for many business owners—the employee expectation gap. Shannon, a seasoned business owner and CPA, shared her journey and insights into managing this gap to ensure a cohesive work environment.
Shannon began by reflecting on her transition from corporate America to running her own business. In her previous corporate role, she followed a structured hiring process. However, as a business owner, she was faced with the challenge of creating processes from scratch, highlighting the importance of understanding and managing the employee expectation gap.
Shannon emphasized that this gap, arising from a mismatch between employer expectations and employee understanding, is prevalent across industries. She explained that clear and continuous communication is key to bridging this gap. Employers must consistently reiterate their vision, values, and expectations, providing frameworks and guidelines to help employees understand how to meet those expectations.
One effective strategy Shannon employs in her business is the use of core values. For example, reliability is a key value in her company, defined as “doing what you say you're going to do, when you say you’re going to do it.” This clarity helps employees understand the importance of this value in building trust within the team and with clients.
Shannon also discussed the importance of deprogramming old workplace behaviors. Employees often join a new company with ingrained habits from previous jobs. It’s essential to create an environment where new employees can unlearn past conditioning and adapt to the company’s unique culture. A practical approach is through comprehensive onboarding processes. Shannon suggests meeting with new employees daily for the first few weeks to discuss common scenarios, issues, and the company’s approach to handling them, setting clear expectations from the start.
Trust is a cornerstone of Shannon’s management philosophy. She believes in empowering her employees by setting clear expectations and then stepping back to let them do their jobs. Micromanaging breeds resentment and hinders productivity. Instead, Shannon fosters a culture of trust where employees feel valued and understood.
An interesting point Shannon raised was the outdated notion of employees needing to ask for permission for minor absences. She encourages a culture where, as long as the work gets done, the specifics of when and how it’s done are less important. This flexible approach improves employee satisfaction and fosters a sense of responsibility and accountability.
Finally, Shannon highlighted the necessity of providing continuous feedback. Employees need to understand what good performance looks like and how they can achieve it. Regular, constructive feedback helps align employees with the company’s goals and ensures everyone is on the same page.
Managing the employee expectation gap is no small feat, but as Shannon illustrates, it’s crucial for building a successful business. By communicating clearly, setting defined core values, deprogramming old behaviors, and fostering a culture of trust and feedback, entrepreneurs can ensure their teams are aligned and motivated.
What you'll hear in this episode:
04:25 Reliability: consistently meeting commitments builds client trust.
08:48 Why ask permission to not work?
11:14 Have trusted person interview candidates, clarify expectations.
If you like this episode, check out:
Strategies for Managing Remote Teams
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