Staff Get Overwhelmed

No matter what the size of your practice, things can get hectic for your staff members.  They are human.  In the hustle and bustle of everyday office life, it is easy to start feeling overwhelmed and set something important aside with every intention of returning to attend to it later. We’ve all been there. One thing leads to another, and the matter is forgotten. In too many cases, the higher priority item gets neglected in favor of a lower priority one. Higher priority items are often quite involved and require more time and concentration. Thus, they can quickly get moved to a back burner where they languish until they become urgent because someone has gotten upset. Staff, like everybody else, enjoy a sense of accomplishment.  Quickly tending to the smaller insignificant items gives that sense of accomplishment, and the undisciplined staff member will fall into this trap every time. Sometimes, there is just too much work, no matter how a person prioritizes, and yet the work must get done. The point is that you can’t NOT do something. Everything must get done; no exceptions!

Only Two Options

We train our staff to operate under the principle that they only have two options when it comes to handling their responsibilities: either get the job done or ask for help.  Not getting something done is not an option. Getting them to ask for help when they truly need it is a tough one. We all have our pride. We want to be able to handle our own work. But, being overwhelmed and neglecting top priorities doesn’t help anyone. As the leader of the team, you must create and cultivate an atmosphere where staff are comfortable asking for help. There are a couple of things you should regularly do. First, ask. And, keep asking. Are you getting things done? How much work are you leaving each afternoon for the following morning? Is business coming in and going out the same day? If you had another pair of hands, what would you have them do? Second, encourage your staff to be honest. Explain how much you value them and how you don’t want them overworked or overstressed. Make sure they understand that you are not asking them to be super heroes. Help them realize that if they over do it, their work product will suffer.

We are Anti-Overtime

Dedicated staff will always want to work overtime.  Overtime is a patch; it is not a solution. When staff work late, it masks another problem, namely, that of being understaffed. If your people are simply working longer hours each day to get the day’s work done, how are you ever to know that you need more staff? Moreover, when staff are overworked, they can feel unappreciated, become exhausted, and develop resentment and bitterness. Head this off with a fanatical anti-overtime policy. Nights and weekends are strictly prohibited. If we can’t get the work done during normal hours, then we need to add staff.  Your business is going to grow. Your client base is going to expand. Your production is going to increase. Keep close tabs on the needs of your staff, and plan ahead to ensure that your support staff grows along with your business.