Empowering Peak Performance

Your employees and independent contractors play a huge role in whether your business thrives or dies. With today's competition, you can't afford poor service, unprofessional conduct and lackluster communications.

The good news is that you can do a number of simple things to ensure that everyone representing your company delivers a sterling experience to every client and prospect, every time.

Develop Sensible Processes
Any successful initiative requires a bit of back-end work. Before you can expect superior performance from any employee or contractor, develop common-sense systems, policies and procedures to handle phone, e-mail and snail mail interaction. Your systems should also cover a range of other things, including communications deadlines, attitude and approach, information content for specific scenarios, orders processing systems and account management procedures. This means you also have to decide on your firm's personality. Are you a hip graphic design firm or a more conservative investment company? No matter which traits apply to your organization, developing the right approach and strategy will help your employees and contractors fulfill your objectives.

Get Your Tech House in Order
Nothing is more frustrating for an employee or independent worker (not to mention clients) than persistent snafus. Once you've put together proactive and sensible processes, get the proper hardware and software in place.

"Great independent contractors help us create human connections and personal network relationships while using the best tools," says Kathleen Alessandro, president of Energized Solutions LLC of Dearborn, Michigan. Alessandro works with five independent contractors--a graphic designer, a PR person, a marketing expert, a virtual assistant and a bookkeeper--to keep her business humming.

While you may need a complete overhaul to get your tech house up to speed, you may only have to install an extra phone line. If you're still in the dark ages about the tools you need, hire an independent IT professional. He or she can advise you on the equipment and systems that are right for your business. The options include buying new account management software, such as Act! or Goldmine; contracting with outside companies such as Salesforce.com and GoToMeeting.com to allow file sharing, so that sales teams and clients can work virtually; and subscribing to an e-mail management firm such as MyEmma.com or Constant Contact, an offering by Microsoft. Once your hardware and software systems are up to snuff, you're ready for the next step.

Communicate Expectations
Nipa Shah, president of Jenesys Group LLC, an online marketing and website development firm headquartered in Novi, Michigan, runs a tight ship with her offshore contractors. Shah takes their performance very seriously because she knows it directly affects the success of her firm. "[Giving my offshore contractors] expectations about delivery times, responsiveness and the ability to produce makes my business thrive," Shah says. Shah has done her homework and then some. She says her clients not only keep coming back to her 3-year-old firm, but also are making valuable referrals--which have turned into numerous new projects.

Cover all your bases
"It is the number one failing of any small business to think we can do it all," Alessandro says. She offers the following tips for successful employee and independent contractor relationships.

"Employees need clear directives and understanding. With contractors, who are usually communicated with virtually, this is even more important," she says. Alessandro, who once managed 82 employees for a nonprofit, interviews her contractors as though they were employees. "I want them to have the same tone and tenor as I do." She checks out their websites and references to see who they have worked for and to make sure they are a bona fide business. She also does an informational interview. "I want to make sure they are on track with my business because they are an extension of my business."

After they are hired, Alessandro makes sure everyone is on the same page by attending to details. She is honest and straightforward, articulating to her people their value to her, as well as the fact that she is counting on a higher level of performance from them.

Powerful Performance Drivers
While articulating expectations is critical, it's also a good idea to work with team members who will tell you when you've gone astray. Alessandro accomplishes this with candid dialogue. Her independent contractors know she wants them to tell her when she's getting off track or expecting too much.

So make it your New Year's resolution to get peak performance from all your people--both employees and contractors--so you can see your sales soar. Establish intuitive systems, get your technology updated, articulate direction and keep those lines of communications open. That way, doing business with your firm will powerfully market your company's expertise and every day of the year.