Do your employees clearly understand what your expectations of them are?
Do they know without a doubt that you want to be brought in to the loop when something out of the ordinary happens or when everything happens?
Seriously, you should be kept up to date with the latest comings and goings of your front line staff and the job they do. By the same token, you should not have to worry about ALL the day-to-day mundane operations like who picked up the mail, who answered how many phone calls, and so on.
What you should be expecting them to do is bring you in right away to anything that may even appear to be "out of the ordinary" or "weird" because I promise you it is "weird" and "out of the ordinary".
This is also an excellent time to do some TRAINING on what the situation is, what made the situation unique, what are some of the variants of the situation, and of course, how to handle the situation. That way the next time, and there will ALWAYS be a next time, you and team will know exactly how to proceed to resolve the "weird" or "out of the ordinary."
Until Tomorrow,
Dave Guerra
Rio Records Service, Inc.
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