Rules

1. Accept Responsibility - You are the person responsible and accountable for your staff's productivity, actions and behavior. 

2. Manage Systems - Having effective systems (how we do things) creates a level playing field for all employees. People come and go, systems don't. It's always better to blame the system and fix it rather than blame the person. Without good systems managers are left to manage personalities which is a management minefield. Good systems include corporate vision, objectives, values and standards. 

3. Acknowledge the Differences - Everyone does not think the same way you do. They may have different motivations, values and standards. Understanding human behavior is very important and something that, for most of us, is a lifelong practice. Embrace the differences and put them to use. 

4. Delegate - Hand over the technical/tactical work and teach them how YOU do it. Set quantifiable objectives and make staff accountable to them and, most importantly, give them the opportunity to come up with a better way to do it. If you aren't delegating responsibility (teaching and training) you are abdicating it, and with abdication follows a loss of control by managers. 

5. Innovate - Seek better ways to do it. Innovative companies listen to their customers and their staff and then change to meet their needs. Create a system for change. 

6. Hire the best - Hire the right person the first time. Seek out best hiring practices and interview with technical and behavioral questioning. Always, always call at least 2 professional references. Provide a compelling reason for someone to want to come to work with you and provide them with the tools to deliver your objectives. The cost of replacing a staff member is at least 1.5 times the incumbents annual salary. 

7. Communicate Effectively - Don't assume they understand you as some will require different learning methods and/or require repetition. Tell your staff what your vision and objectives are and set standards - "How we do it here". Include your staff in the decision making and planning process. 

8. Document Systems and Processes - This will ensure everyone understands exactly what is expected of them, clears away ambiguity, introduces accountability and reduces the cost and time to train. 

9. Listen - Look at them directly in the eye and let them finish before you speak. The closer your staff is to the customer the closer you need to listen. If your staff is not close to the customer then have them and yourself take front line jobs for at least 1 week every year. It's amazing how customer service or quality is re-prioritized when the customer is complaining directly to you! 

10. Gather Feedback from customers (internal and external) - It's a lot like listening except that you are formally asking them to respond. Make it a part of your productivity reviews. Conduct random and/or anonymous surveys related to individual and team performance. 

11. Review Productivity and Performance - For all staff, at least annually - Use quantifiable criteria and objectives. Set individual goals. Ask staff to rate your performance. 

12. Leverage Information Technology wherever possible - Shared client/contact records with documented communications ensures consistency and efficiency. It should reduce or remove manual intervention and return value to internal and external customers. The data can be leveraged for more effective marketing and sales. 

13. Provide Motivation & Praise - Reward the achievement of groups or individuals when they meet or exceeded objectives - Share group successes. Praise in public and reprimand in private. 

14. Provide Inspiration - Set the standards and live by them - (do unto others) Create standards for general behaviour, customer service, quality, etc... ! 

15. Ask Questions! - Answers will change over time but the questions will always be the same. "Can we do this?", "How many will you need this year?", "Where do you see yourself in 5 years?", "When is the best time to contact you?", "How are we doing?", "How can we do this better?", "Will we still be able to meet this deadline?", etc...