Latest / The Operator’s Seat Podcast / Overwhelmed... Or Unaccountable? | The Operators Seat E9

Transcript

Overwhelmed... Or Unaccountable? | The Operators Seat E9 · The Operator’s Seat Podcast

• 0:23
  SPEAKER_03: All right, welcome to another episode of the Operator Seat Podcast.
• 0:27
  SPEAKER_03: I'm your host, Landon.
• 0:28
  SPEAKER_00: And I'm your host, Sabrina.
• 0:29
  SPEAKER_03: And we're so excited.
• 0:31
  SPEAKER_03: It's another Thursday.
• 0:33
  SPEAKER_03: It is their podcast dropped.
• 0:35
  SPEAKER_03: So, you know, whether you're listening to this in your car on the commute in or you're at your desk, or you might just be at home chilling and tuned in to listen to Sabrina and I.
• 0:48
  SPEAKER_03: We're glad you're here.
• 0:49
  SPEAKER_03: And we hope that we can provide some context for you in any operations questions you might have.
• 0:54
  SPEAKER_00: Yes.
• 0:55
  SPEAKER_00: No matter what industry you're in, we are in the financial industry, as I'm sure most of our listeners are.
• 1:01
  SPEAKER_00: But if you're not, we I think operations is transferable across all industries.
• 1:07
  SPEAKER_00: You need operations to function, so and leadership.
• 1:10
  SPEAKER_00: So listening.
• 1:11
  SPEAKER_03: Can't do it without us.
• 1:12
  SPEAKER_00: Yeah.
• 1:12
  SPEAKER_03: I was uh almost like Delilah.
• 1:15
  SPEAKER_00: Delilah.
• 1:16
  SPEAKER_03: Did you ever listen to Delilah growing up?
• 1:18
  SPEAKER_00: No, what is that?
• 1:18
  SPEAKER_03: Oh Delilah.
• 1:20
  SPEAKER_03: She was the voice of the radio.
• 1:22
  SPEAKER_00: Oh she had one of those nice voices.
• 1:24
  SPEAKER_03: Oh my gosh, I'll have to show you after the podcast.
• 1:26
  SPEAKER_03: You're just gonna be in love.
• 1:27
  SPEAKER_00: Oh my gosh.
• 1:28
  SPEAKER_03: Like every 90s kid, maybe it was just in the South and the Carolinas.
• 1:32
  SPEAKER_00: Yeah, I listened to um Kid Craddock, which is a local like re I mean, they're local to I think like Texas, probably.
• 1:40
  SPEAKER_00: Although they're like syndicated, so they're everywhere.
• 1:42
  SPEAKER_00: Okay.
• 1:43
  SPEAKER_00: Um but I listened to Kid Craddock and then he tragically died.
• 1:48
  SPEAKER_00: But his uh his radio show is still going.
• 1:50
  SPEAKER_00: Oh yeah.
• 1:52
  SPEAKER_03: That's nice.
• 1:53
  SPEAKER_03: Uh Delilah came on uh TikTok so you cannot her thing was Delilah.
• 1:59
  SPEAKER_00: Oh no, I've never heard of it.
• 2:00
  SPEAKER_00: But I also I'm weird.
• 2:02
  SPEAKER_00: I have not heard of a lot of things.
• 2:04
  SPEAKER_02: It's not true crime either.
• 2:05
  SPEAKER_00: So Yeah.
• 2:05
  SPEAKER_00: If it's not true crime, oh my gosh.
• 2:08
  SPEAKER_00: True crime, true crime or bust for sure.
• 2:11
  SPEAKER_00: Yeah.
• 2:11
  SPEAKER_00: That's like one of somebody else in our office was telling me about a show that I should watch.
• 2:16
  SPEAKER_00: And I was like, oh, okay, like you know, what kind of show is it?
• 2:20
  SPEAKER_00: And she was like, it's a comedy.
• 2:22
  SPEAKER_00: And I was like, I don't wanna I don't wanna laugh.
• 2:25
  SPEAKER_00: Do they know you?
• 2:26
  SPEAKER_00: Yeah.
• 2:26
  SPEAKER_00: Like, I don't like comedies really.
• 2:29
  SPEAKER_00: Although, you know what's a good one?
• 2:30
  SPEAKER_00: What?
• 2:30
  SPEAKER_00: Sorry, we'll get to the question.
• 2:32
  SPEAKER_00: I'm just going off on a tangent.
• 2:34
  SPEAKER_00: Do you know what is a good funny show that you wouldn't suspect is funny?
• 2:38
  SPEAKER_00: What?
• 2:38
  SPEAKER_00: Um it's called Tires on Netflix.
• 2:41
  SPEAKER_03: Tires, I've not seen it.
• 2:42
  SPEAKER_00: So my husband and I watch that all the time.
• 2:45
  SPEAKER_00: And it's like, so you know how the office is like from the perspective of everyone in the office.
• 2:52
  SPEAKER_00: Tires is kind of like that, but for like an auto shop.
• 2:56
  SPEAKER_00: And it's actually really funny.
• 2:58
  SPEAKER_00: Like I thought I didn't, I was like, this is gonna be stupid.
• 3:01
  SPEAKER_00: Brandon wanted to watch it, and I laugh out loud every time.
• 3:05
  SPEAKER_00: It's so funny.
• 3:05
  SPEAKER_03: Some of that, what are they satirical humor?
• 3:08
  SPEAKER_00: Yeah.
• 3:08
  SPEAKER_00: Yeah, and it's a little bit crude.
• 3:10
  SPEAKER_00: You have to like crude humor too.
• 3:12
  SPEAKER_00: Um The office can get pretty crude.
• 3:14
  SPEAKER_00: Yeah, for sure.
• 3:15
  SPEAKER_00: Which speaking of, we're doing like um just a fun little tidbit where we're doing a CPR class for our office.
• 3:24
  SPEAKER_01: Oh yeah.
• 3:25
  SPEAKER_00: We should do it office style.
• 3:27
  SPEAKER_00: We we need to record it and film it.
• 3:29
  SPEAKER_00: Oh my gosh.
• 3:30
  SPEAKER_00: That would be so fun.
• 3:32
  SPEAKER_00: We'll do that and we'll produce it and then we'll share it with you.
• 3:35
  SPEAKER_00: With you guys.
• 3:37
  SPEAKER_03: I saw somebody do nine to five instead of the BGs.
• 3:39
  SPEAKER_03: Yeah.
• 3:40
  SPEAKER_00: Oh my god, yes, Dolly.
• 3:43
  SPEAKER_03: Yeah, get a little Dolly love.
• 3:45
  SPEAKER_00: Yes.
• 3:45
  SPEAKER_00: So yeah, it's like a team building, but also you never know when you're gonna need CPR.
• 3:49
  SPEAKER_03: Yes, and I'll be happy.
• 3:50
  SPEAKER_00: To give CPR.
• 3:51
  SPEAKER_00: Yeah.
• 3:52
  SPEAKER_03: Or to receive.
• 3:53
  SPEAKER_03: To receive.
• 3:54
  SPEAKER_03: You never know.
• 3:54
  SPEAKER_03: I'd rather somebody in the office know than not.
• 3:56
  SPEAKER_03: Yes, for sure.
• 3:58
  SPEAKER_03: All right.
• 3:58
  SPEAKER_03: Well, let's get on to our next question.
• 4:02
  SPEAKER_03: Okay.
• 4:03
  SPEAKER_03: Um to us, Sabina.
• 4:05
  SPEAKER_00: All right.
• 4:06
  SPEAKER_00: So this week's question is how do you know whether you have a capacity problem or an accountability problem?
• 4:12
  SPEAKER_00: When a team consistently feels overwhelmed or deadlines are missed, what indicators help you determine whether you need more people or a better process?
• 4:22
  SPEAKER_03: It's such an easy thing to misdiagnose.
• 4:26
  SPEAKER_00: Yes.
• 4:26
  SPEAKER_03: It's um, you know, I think sometimes our solution just seems, oh, we need another person.
• 4:32
  SPEAKER_03: And there's so many questions to ask before that.
• 4:35
  SPEAKER_03: Um, you know, is it a process issue that's yeah, uh, like a process that's broken?
• 4:40
  SPEAKER_01: Yeah.
• 4:40
  SPEAKER_03: Um, that then you can easily fix.
• 4:43
  SPEAKER_03: Or, you know, we have so many tools nowadays with AI.
• 4:46
  SPEAKER_03: Is it something that we can streamline use utilizing that or workflow in the CRM system?
• 4:52
  SPEAKER_03: Um, so you know, I think, you know, asking the question of the process is huge.
• 4:56
  SPEAKER_00: Yeah.
• 4:56
  SPEAKER_03: Um, but it's so easy to just want to hire very quickly.
• 5:00
  SPEAKER_00: Yeah.
• 5:00
  SPEAKER_03: Bring somebody new on the team.
• 5:01
  SPEAKER_00: It's easier, I think, for leaders sometimes because we're acting so quickly and we have so many things that need to be done.
• 5:08
  SPEAKER_00: It's easier for us to be like, okay, well, let me hire another person because I'm constantly getting this feedback that, oh, I'm overwhelmed.
• 5:15
  SPEAKER_00: I feel too busy.
• 5:18
  SPEAKER_00: But the the better path is to really analyze, okay, when someone tells me that they're overwhelmed, I ask them specifically, what are you overwhelmed with?
• 5:29
  SPEAKER_00: Give me an example.
• 5:30
  SPEAKER_00: I want to understand what is overwhelming you, not just like, oh, I'm feeling overwhelmed.
• 5:37
  SPEAKER_00: What is actually overwhelming you?
• 5:39
  SPEAKER_00: Is it, you know, that you if it's not a people problem, is it that you're not sure how to prioritize correctly?
• 5:47
  SPEAKER_00: Um, you're not even sure what the expectations are.
• 5:50
  SPEAKER_00: Maybe you feel overwhelmed because you have, you know, 20 different tasks on your plate, but actually if you break it down by household, it's only, you know, five people that you're working on.
• 6:03
  SPEAKER_00: So it just it just depends what it is.
• 6:06
  SPEAKER_00: I really break it down and get into the nitty-gritty of why and how.
• 6:10
  SPEAKER_00: And it's not that I don't believe my team when they say it.
• 6:13
  SPEAKER_00: I'm sure they do feel overwhelmed, but let's problem solve and figure out what the diagnosis is before we just add another human.
• 6:21
  SPEAKER_00: Yeah.
• 6:21
  SPEAKER_03: Yeah.
• 6:22
  SPEAKER_03: So I think you know, it's so easy to expect that as well.
• 6:27
  SPEAKER_03: Um, just having been on the other side, you're like, okay, you why can't you add somebody to my team?
• 6:33
  SPEAKER_03: You know, it's and that's not always the um resolution.
• 6:39
  SPEAKER_03: Yeah.
• 6:39
  SPEAKER_03: And, you know, it's being able to analyze that and ask those questions.
• 6:45
  SPEAKER_03: So what if I I'm sure our listeners are um thinking, you know, hey, I've asked that and my team member said, well, everything.
• 6:54
  SPEAKER_03: Oh my gosh.
• 6:56
  SPEAKER_00: Give me a break.
• 6:57
  SPEAKER_00: If someone said everything, I would be like, that's not an answer.
• 7:01
  SPEAKER_00: Yeah.
• 7:02
  SPEAKER_00: That is not an answer.
• 7:03
  SPEAKER_00: Like, I would want to know, bring me three different examples, specific examples of what is creating the overwhelm for you.
• 7:12
  SPEAKER_00: Yeah.
• 7:13
  SPEAKER_00: What are you working on?
• 7:14
  SPEAKER_00: What is the process that you're following?
• 7:17
  SPEAKER_00: What does that look like?
• 7:18
  SPEAKER_00: Are you clear on what the expectation is?
• 7:20
  SPEAKER_00: Yeah.
• 7:21
  SPEAKER_00: But also is, you know, your leader, are your leader's expectations clear?
• 7:27
  SPEAKER_00: Like if I'm not the direct leader, maybe, you know, someone's coming to me because they don't feel like their leader's listening or, you know, whatever the case is.
• 7:35
  SPEAKER_00: Is your leader, you know, creating those clear expectations?
• 7:38
  SPEAKER_00: Is there a clear process?
• 7:40
  SPEAKER_00: Um, are there clear priorities of, hey, you prioritize this over that?
• 7:46
  SPEAKER_00: Um if someone came to me and said everything, I would freaking lose my mind.
• 7:51
  SPEAKER_00: Yeah, I've definitely had that happen.
• 7:53
  SPEAKER_00: That's insane.
• 7:54
  SPEAKER_03: Yeah.
• 7:54
  SPEAKER_03: And I'm like, well, that's not a good enough reason that tells me that they are the problem something and their day-to-day is the problem.
• 8:04
  SPEAKER_03: Yeah, I mean, even necessarily the workload.
• 8:05
  SPEAKER_00: Yeah, even if I was going to hire somebody for you, you can't tell me everything is the problem.
• 8:10
  SPEAKER_03: Because then you don't know what to hire for, you know what you're looking for.
• 8:14
  SPEAKER_00: Yeah.
• 8:14
  SPEAKER_03: Um, I I definitely and something that I like to do too is to nail down that, you know, okay, what is the one thing that is overwhelming you in your day that's taking up most of your time?
• 8:26
  SPEAKER_03: And you know, really analyze that one thing of okay, what are the processes that go into this thing?
• 8:31
  SPEAKER_03: Yeah, what is the priorities?
• 8:32
  SPEAKER_03: Yeah, you know, just as you said.
• 8:34
  SPEAKER_03: So um and you know, being proactive too as a leader, you know, asking, so during department meetings, I'm asking uh my team members, um, what's one challenge that you face this week?
• 8:45
  SPEAKER_03: You know, what's one obstacle that you change to faced?
• 8:48
  SPEAKER_03: And let's talk it out.
• 8:49
  SPEAKER_01: Yeah.
• 8:49
  SPEAKER_03: That'll really help us navigate and to kind of depict what is the missing part.
• 8:56
  SPEAKER_03: Maybe it was, you know, they didn't have the clear I didn't uh initiate the clear expectations.
• 9:01
  SPEAKER_03: Yeah.
• 9:02
  SPEAKER_03: And so that allows me to find that.
• 9:03
  SPEAKER_03: And then I also know and can grow next time to say, okay, this is, you know, these are the handhelding items that I need to have and to put in place.
• 9:15
  SPEAKER_03: Um, and you know, learning whether you're joining a new team or you have new team members joining you, yeah.
• 9:21
  SPEAKER_03: Being able to learn them and to say, okay, these are the different items that they need.
• 9:27
  SPEAKER_03: Um, I think can help that with that too.
• 9:29
  SPEAKER_00: Yeah.
• 9:29
  SPEAKER_00: And I do think it's important to really assess like the facts of the matter because facts don't change.
• 9:37
  SPEAKER_00: Yeah.
• 9:38
  SPEAKER_00: Feelings can change.
• 9:39
  SPEAKER_00: You're talking about person.
• 9:41
  SPEAKER_00: Feelings can change.
• 9:42
  SPEAKER_00: My feelings change all the time.
• 9:44
  SPEAKER_00: I'm a psycho.
• 9:46
  SPEAKER_00: So like Yeah.
• 9:48
  SPEAKER_00: He said that with a scared look in his eyes, if you heard that.
• 9:51
  SPEAKER_00: Um but yeah, I mean, facts don't change.
• 9:55
  SPEAKER_00: The data and the metrics don't change.
• 9:58
  SPEAKER_00: From one week to the next, your feelings can change.
• 10:02
  SPEAKER_00: And maybe in, you know, uh a fit of feeling super overwhelmed, you go to your leader and you're you say, Hey, I'm overwhelmed.
• 10:11
  SPEAKER_00: We need to hire somebody.
• 10:12
  SPEAKER_00: We need this done.
• 10:13
  SPEAKER_00: We need that.
• 10:13
  SPEAKER_00: And then the next week you're, you know, you're feeling fine again.
• 10:17
  SPEAKER_00: It's like that is not a consistent issue.
• 10:20
  SPEAKER_00: Um, feelings are typically not consistent.
• 10:24
  SPEAKER_00: They're they ebb and flow.
• 10:25
  SPEAKER_03: Yeah.
• 10:26
  SPEAKER_03: So I'd say that's the hard thing for me as a leader to be in uh Enneagram2 is kind of severing the line between okay, feelings and the facts.
• 10:39
  SPEAKER_03: Yeah.
• 10:39
  SPEAKER_03: And you know, still because uh no leader wants their team to feel overwhelmed.
• 10:43
  SPEAKER_03: Yeah.
• 10:44
  SPEAKER_03: Um, but finding what's causing the overwhelming, you know, that's definitely the struggle that I face.
• 10:51
  SPEAKER_03: Yeah.
• 10:52
  SPEAKER_03: Um, but like you said, the facts um don't lie.
• 10:55
  SPEAKER_03: And that brings up another important thing, you know, to do as an operations leader.
• 11:00
  SPEAKER_03: If you're not tracking what is causing those things to be overwhelming, tracking the metrics, the KPIs.
• 11:08
  SPEAKER_03: Um, you know, I know there's a bad uh wrap for KPIs, but they're you know, they're so important and KPI shouldn't be something that shouldn't be obtainable.
• 11:19
  SPEAKER_03: Like KPI should be obtainable.
• 11:22
  SPEAKER_00: Yes.
• 11:22
  SPEAKER_00: Um they should be reasonable.
• 11:24
  SPEAKER_00: Correct, yeah.
• 11:24
  SPEAKER_00: Um and if you don't know what KPI means, it's uh key performance indicator.
• 11:30
  SPEAKER_00: So it's some it's a measurable indicator of performance.
• 11:33
  SPEAKER_03: Very big in operations.
• 11:35
  SPEAKER_03: But you know, if my suggestion, if you know you are having team members that are saying you're they're overwhelmed and you're not tracking metrics, that would be one of the first steps to do is to really track, okay, hey, this is you know our plan, we're gonna start tracking this.
• 11:49
  SPEAKER_03: Um, or if they're saying that and you find something that's not being tracked that can help um in implementing that and uh allowing yourself to see the data and the facts that won't change.
• 12:03
  SPEAKER_00: Yes.
• 12:04
  SPEAKER_00: And it allows the thing I like about KPIs is it allows to see um over time the data over time, which is important because you know, you can't compare KPIs week by week.
• 12:19
  SPEAKER_00: You compare KPIs, you know, month by month, quarter by quarter, year by year, whatever that looks like, whatever KPI you're measuring.
• 12:28
  SPEAKER_00: Um but you know, it's it's over time.
• 12:32
  SPEAKER_00: It gives you true data instead of just, you know, well, this week I had X amount of whatever, and next week I I had or I will have X amount.
• 12:43
  SPEAKER_00: So it's it's just more consistent data.
• 12:45
  SPEAKER_03: Yeah.
• 12:45
  SPEAKER_03: Yeah.
• 12:45
  SPEAKER_03: And having those longer time periods um allows for the outliers.
• 12:51
  SPEAKER_03: Because, you know, especially in our industry, we have outliers all the time.
• 12:55
  SPEAKER_03: Yeah.
• 12:56
  unknown: Yeah.
• 12:56
  SPEAKER_03: You know, something goes wrong in a transfer that necessarily wasn't in our control.
• 13:01
  SPEAKER_03: So uh definitely having that consistent but prolonged data is very important.
• 13:05
  SPEAKER_00: Yes, and that brings me to, you know, tracking KPIs will also help track what your common roadblocks are or common issues that then you can go back and course correct and implement a new process for that, you know makes it not happen as much.
• 13:27
  SPEAKER_00: Or, you know, there's sometimes we there's like the rule of threes, I think.
• 13:32
  SPEAKER_00: I think there's another saying for it, but what you the bias that you have is what you will notice in the world.
• 13:40
  SPEAKER_00: Yeah.
• 13:41
  SPEAKER_00: And so if you're like, I'm feeling overwhelmed and this always happens, I hate using, you know, the terms like always or never.
• 13:49
  SPEAKER_00: Um, because you're just gonna know if that's the frame of thinking, you're always look, I'm using it, you're always going to notice when those things happen and they will appear more frequent than they really are.
• 14:02
  SPEAKER_00: And so if you're actually tracking it, that that gives you a clear picture.
• 14:06
  SPEAKER_03: Yeah.
• 14:06
  SPEAKER_03: I and what I love about KPIs too is it allows for growth and learning too, because it shows, you know, what my areas of weakness are.
• 14:16
  SPEAKER_01: Yeah.
• 14:16
  SPEAKER_03: And, you know, if that might be follow-through or follow-up, you know, and I'm not meeting the KPIs of following up with a client or, you know, a vendor or whatever you call the people that purchase your product.
• 14:29
  SPEAKER_01: Yeah.
• 14:29
  SPEAKER_03: Um, you know, it's it's gonna open up for the opportunity to grow and depict on where I need to work on.
• 14:36
  SPEAKER_03: Yeah.
• 14:36
  SPEAKER_03: It helps with, you know, one-on-ones or quarterly reviews, annual reviews, whatever you might do with your team.
• 14:42
  SPEAKER_00: Yeah.
• 14:42
  SPEAKER_03: Um, it gives you talking points.
• 14:44
  SPEAKER_00: So yeah.
• 14:46
  SPEAKER_00: I mean, that's a whole other topic is you know, tracking the data so that way you can, you know, have the data to rely on for raises or for bonuses or incentives, things that will help your team grow, you know, in their personal lives, right?
• 15:04
  SPEAKER_00: Everyone, everything is expensive these days.
• 15:06
  SPEAKER_00: Everyone wants a raise.
• 15:08
  SPEAKER_00: Um, is it warranted?
• 15:11
  SPEAKER_00: Is are you growing year over year?
• 15:13
  SPEAKER_00: Are you getting better?
• 15:15
  SPEAKER_00: Um, you know, we can go into a whole other episode later about maybe like pay and how how that works.
• 15:22
  SPEAKER_00: I know, you know, there's some companies that give an automatic raise every year.
• 15:29
  SPEAKER_00: There's some that only base it on performance.
• 15:31
  SPEAKER_00: So there's all sorts of ways you can do that, but it's yeah, it should come down to data for sure.
• 15:37
  SPEAKER_03: If you're not tracking it, then you have nothing to base it off of, you know.
• 15:42
  SPEAKER_03: Yeah.
• 15:42
  SPEAKER_03: And it's really hard to justify the feelings portion of it.
• 15:46
  SPEAKER_03: Um, so that's where I can definitely uh get on board of data over trumping uh feelings.
• 15:53
  SPEAKER_00: Feelings it's hard for a two to say if you don't feel good.
• 15:57
  SPEAKER_00: Yeah, data over feelings.
• 15:59
  SPEAKER_00: Growth.
• 16:00
  SPEAKER_00: Uh we love to see.
• 16:01
  SPEAKER_00: I love data over feelings.
• 16:04
  SPEAKER_03: You know, and and and something from the you know, the question that the word accountability, um, you know, that really struck out that struck out, stuck out to me.
• 16:14
  SPEAKER_03: Geez, I was striking out on that.
• 16:17
  SPEAKER_00: We cannot speak.
• 16:18
  SPEAKER_00: I I fumbled over my words so many times today.
• 16:21
  SPEAKER_02: And for some reason we decided to start a podcast.
• 16:23
  SPEAKER_00: I know.
• 16:24
  SPEAKER_00: I'm like, I finally listened to one of our episodes and the amount of I talk so slow.
• 16:31
  SPEAKER_00: That's not a bad thing.
• 16:32
  SPEAKER_00: I don't know.
• 16:33
  SPEAKER_00: I feel like I talk so slow, but it's because I'm trying to organize my thoughts as I'm speaking.
• 16:38
  SPEAKER_00: Yeah.
• 16:38
  SPEAKER_00: And so I think that's like my ADHD in my brain.
• 16:41
  SPEAKER_00: Is that a thing?
• 16:42
  SPEAKER_00: You guys probably know more than me, but yeah, I just I can't organize my thoughts.
• 16:47
  SPEAKER_00: So then I start to like slow down so I can understand what I'm trying to say.
• 16:51
  SPEAKER_03: Oh, I I wish I did that because I do the opposite.
• 16:54
  SPEAKER_00: Really?
• 16:54
  SPEAKER_00: I wish I talked faster.
• 16:55
  SPEAKER_00: I'm trying to work on that.
• 16:57
  SPEAKER_00: That's why I have note cards now.
• 16:59
  SPEAKER_03: I I see I need to work on talking slower because there's so many times.
• 17:03
  SPEAKER_03: Most of the time I'm tripping up because this is happening a lot quicker than this.
• 17:07
  SPEAKER_00: Yes.
• 17:07
  SPEAKER_03: And so it's just not computing very quickly.
• 17:09
  SPEAKER_00: See, I have the opposite problem.
• 17:11
  SPEAKER_00: My brain is happening quick, but my mouth can't keep up.
• 17:15
  SPEAKER_03: It's like you're truly the yin to my yin.
• 17:18
  SPEAKER_00: Yes, we aren't we.
• 17:19
  SPEAKER_03: The dynamic duo.
• 17:20
  SPEAKER_03: The dynamic duo.
• 17:22
  SPEAKER_03: That's what we should.
• 17:23
  SPEAKER_03: That's what we'll call our next podcast.
• 17:25
  SPEAKER_03: Yeah.
• 17:25
  SPEAKER_03: The dynamic duo.
• 17:26
  SPEAKER_00: Way more unfiltered.
• 17:27
  SPEAKER_00: Yeah.
• 17:28
  SPEAKER_00: Not business related.
• 17:29
  SPEAKER_00: No.
• 17:30
  SPEAKER_00: Only certain subscribers.
• 17:32
  SPEAKER_00: Yeah.
• 17:32
  SPEAKER_00: Yeah.
• 17:32
  SPEAKER_00: You'll have to pay.
• 17:33
  SPEAKER_00: We have to approve.
• 17:34
  SPEAKER_00: You have to pay to be on that podcast or be a part of that one.
• 17:37
  SPEAKER_00: There we go.
• 17:39
  SPEAKER_03: But well, you know, and so back to the I'm sorry, I completely derailed our conversation.
• 17:45
  SPEAKER_03: I think that was good.
• 17:46
  SPEAKER_03: But, you know, capacity person problem versus accountability.
• 17:51
  SPEAKER_03: Yes.
• 17:52
  SPEAKER_03: Is it truly, you know, somebody upholding the standards of the company, upholding the standards, owning their role, and really meeting expectations.
• 18:02
  SPEAKER_00: Yeah.
• 18:02
  SPEAKER_00: Are they twiddling on their phone?
• 18:04
  SPEAKER_03: Yes.
• 18:05
  SPEAKER_00: Like, you know, how many times do you catch them on their phone?
• 18:08
  SPEAKER_00: How many times are they taking extended breaks?
• 18:11
  SPEAKER_00: Like I don't think that's a majority, right?
• 18:14
  SPEAKER_00: Nobody's going to go out and claim they're overwhelmed while knowingly doing these things.
• 18:19
  SPEAKER_00: But I think sometimes it's not even noticeable for that person.
• 18:22
  SPEAKER_00: Like, hey, the 15 minutes you spent doing X, Y, and Z, maybe, you know, messing around with who, whatever, whoever, that's valuable time on the company's dollar that you can be working.
• 18:36
  SPEAKER_00: But I think sometimes we struggle to give that feedback as leaders because you don't want to be, you know, seen as a dictator or someone that's, you know, militarized.
• 18:51
  SPEAKER_00: I I fear a lot of the time that I come across as, you know, militarized, and though I don't even know if that's a real word, but uh sounds real.
• 19:02
  SPEAKER_00: Um but like very isn't there a word for that?
• 19:06
  SPEAKER_00: I'm not saying it right.
• 19:07
  SPEAKER_03: I think there is, but you put me on the spot.
• 19:10
  SPEAKER_00: Militarized.
• 19:11
  SPEAKER_00: Oh my gosh.
• 19:12
  SPEAKER_00: I'm I'm an idiot.
• 19:13
  SPEAKER_02: Militaristic?
• 19:14
  SPEAKER_02: I don't does it sound right?
• 19:16
  SPEAKER_00: Military-like, whatever that is, you guys you guys get the gist.
• 19:21
  SPEAKER_00: I know.
• 19:22
  SPEAKER_00: They're like yeller idiots.
• 19:24
  SPEAKER_00: Yes, for sure.
• 19:24
  SPEAKER_00: I'll stop talking now.
• 19:26
  SPEAKER_00: You take over.
• 19:27
  SPEAKER_03: No, I I I definitely get that.
• 19:29
  SPEAKER_03: And it's definitely something that I I struggle with too is I don't want to come across as like being the mean one or you know, but I need to sometimes.
• 19:42
  SPEAKER_03: Yeah.
• 19:43
  SPEAKER_03: I need to set those boundaries and set those standards of hey, you're not taking accountability for your actions, and I need you to do better.
• 19:50
  SPEAKER_00: Yeah.
• 19:51
  SPEAKER_03: Um, but you know, as we've discussed before, I think a lot of times it's knowing your employee as well and knowing how they uh perceive that feedback and um just coming at it the right way so you don't come off right militaristic.
• 20:05
  SPEAKER_00: Militaristic.
• 20:06
  SPEAKER_00: Yes.
• 20:07
  SPEAKER_00: Not materialistic, militaristic.
• 20:10
  SPEAKER_03: This isn't Madonna.
• 20:11
  SPEAKER_00: Yeah.
• 20:12
  SPEAKER_00: Although I I do love some Madonna.
• 20:14
  SPEAKER_03: Oh, same.
• 20:15
  SPEAKER_03: But like old Madonna, not yeah, old Madonna.
• 20:19
  SPEAKER_00: Sorry, Madonna, if you ever listen.
• 20:22
  SPEAKER_00: Hey, you never know.
• 20:23
  SPEAKER_03: We're our Madonna lovers.
• 20:25
  SPEAKER_03: We might have some Madonna time period.
• 20:27
  SPEAKER_00: We have somebody on staff that would have been Oh my gosh, are you call now you're calling our listeners old?
• 20:33
  SPEAKER_03: No, I no, I called someone on our staff.
• 20:35
  SPEAKER_00: Well, she'll know who she is.
• 20:37
  SPEAKER_00: We love her.
• 20:38
  SPEAKER_00: We love her.
• 20:40
  SPEAKER_00: She's so fun.
• 20:42
  SPEAKER_00: Oh my gosh, where were we?
• 20:43
  SPEAKER_00: Okay.
• 20:44
  SPEAKER_00: Yeah, I I just think having the data to back up hire deciding to hire somebody else.
• 20:51
  SPEAKER_00: And so I think if you set that framework and that expectation with your team of, hey, these are the expectations, this these are the KPIs that we're measuring.
• 21:01
  SPEAKER_00: This is why, you know, when when the time comes that we need to hire somebody, it the data will be very clear.
• 21:08
  SPEAKER_00: Yeah.
• 21:09
  SPEAKER_00: That we need to.
• 21:10
  SPEAKER_03: Yeah.
• 21:10
  SPEAKER_03: Yeah.
• 21:11
  SPEAKER_03: Cause, you know, when they say I have too many things to do, it can mean so many different things.
• 21:15
  SPEAKER_03: Yes.
• 21:16
  SPEAKER_03: Um, just, you know, are they and something keeps coming to mind is, you know, stuff at home too.
• 21:22
  SPEAKER_00: Yeah.
• 21:23
  SPEAKER_03: You're so sweet.
• 21:24
  SPEAKER_03: Uh I haven't too.
• 21:26
  SPEAKER_03: I sometimes I hate it.
• 21:27
  SPEAKER_00: No.
• 21:28
  SPEAKER_00: Feelings over facts.
• 21:30
  SPEAKER_03: No, never feelings over it.
• 21:32
  SPEAKER_03: I guess it depends on what you're doing.
• 21:33
  SPEAKER_03: Feeling versus facts.
• 21:34
  SPEAKER_03: Feeling versus facts.
• 21:35
  SPEAKER_03: I think that's a better way of, you know, but but taking that into consideration.
• 21:39
  SPEAKER_00: Obviously, yeah.
• 21:40
  SPEAKER_00: Like if there's like something major going on at home, but then again, that should hopefully be temporary for that person's sanity.
• 21:47
  SPEAKER_00: And that's why we met for a long time.
• 21:49
  SPEAKER_00: Yeah.
• 21:50
  SPEAKER_03: So but you know, just is it consistent now or is it a something that's shown throughout everyone?
• 21:57
  SPEAKER_03: And I think also looking at the team, too.
• 22:00
  SPEAKER_03: You know, are how are the other players on their department doing?
• 22:03
  SPEAKER_01: Yeah.
• 22:03
  SPEAKER_01: Yeah, for sure.
• 22:05
  SPEAKER_03: Or maybe the workload's not spread out evenly.
• 22:09
  SPEAKER_03: So and I think for our industry it's really hard too because advisors are unique ones and they all are very individualistic.
• 22:18
  SPEAKER_00: They are.
• 22:19
  SPEAKER_00: They all love their their own style.
• 22:22
  SPEAKER_00: They have their own style of doing things.
• 22:24
  SPEAKER_03: Yep.
• 22:25
  SPEAKER_03: And so when you have team team members that are working directly with them, you know, sometimes that can be a lot.
• 22:30
  SPEAKER_00: I would imagine it's the same for like attorneys or, you know, doctors or, you know, I don't know, other professions that, you know, you just have your way of doing things.
• 22:42
  SPEAKER_03: Yeah.
• 22:42
  SPEAKER_03: I used to work with um somebody who worked at a doctor.
• 22:45
  SPEAKER_03: She was like director of operations for a doctor's office before and she would talk about that all the time.
• 22:50
  SPEAKER_03: Like um sometimes they were a nightmare and just the expectations were different across the board.
• 22:55
  SPEAKER_03: And, you know, it it makes it very rough.
• 22:58
  SPEAKER_00: It does, yeah.
• 22:59
  SPEAKER_03: But you know, that's that's the beauty again of tools like the Enneagram, it's learning one another.
• 23:04
  SPEAKER_00: Yeah.
• 23:04
  SPEAKER_03: You know, that's what makes operations fun, is kind of like finding the foundation of what works for everybody and then being able to adjust and um give the needs of everybody on the team.
• 23:18
  SPEAKER_00: Yeah, for sure.
• 23:19
  SPEAKER_00: Yeah, so hopefully that's such a a deep question, and there's so much that goes into that.
• 23:26
  SPEAKER_00: I hope that answered some of it.
• 23:29
  SPEAKER_01: Yeah.
• 23:29
  SPEAKER_00: And never be shy to give us your exact scenario and we'll make sure we don't, you know, name names or anything.
• 23:37
  SPEAKER_00: We can keep it, you know, anonymous.
• 23:40
  SPEAKER_00: Anonymous, high level.
• 23:42
  SPEAKER_00: Yeah, for sure.
• 23:42
  SPEAKER_00: But if you give us more meat, we can address the actual scenario too, if that's more helpful.
• 23:48
  SPEAKER_00: So you can always resubmit your question with more details too, if we didn't cover what you were needing.
• 23:54
  SPEAKER_03: Yeah.
• 23:54
  SPEAKER_03: But we'd love to go deeper.
• 23:56
  SPEAKER_00: Yeah, for sure.
• 23:57
  SPEAKER_00: Perfect.
• 23:58
  SPEAKER_00: Awesome.
• 23:58
  SPEAKER_00: Well.
• 23:59
  SPEAKER_03: Thank you so much for listening to another episode of the OpSeat.
• 24:02
  SPEAKER_03: And as always, don't forget to uh subscribe down below and like and share with all your operations friends.
• 24:09
  SPEAKER_03: Yes.
• 24:10
  SPEAKER_03: Follow us on all our social media at the opseat podcast.
• 24:14
  SPEAKER_03: Uh we have some fun reels that go out.
• 24:17
  SPEAKER_00: Yeah.
• 24:17
  SPEAKER_00: Landon makes all the social media.
• 24:19
  SPEAKER_00: I I don't even know how to use TikTok, so I never get on that.
• 24:24
  SPEAKER_03: We need to like start creating like our own TikToks, kind of like when we did the um uh Netflix series.
• 24:30
  SPEAKER_00: Yeah, we need to get some more fun ones.
• 24:33
  SPEAKER_00: Yeah, we should, honestly.
• 24:34
  SPEAKER_00: Yeah, that'll be fun.
• 24:36
  SPEAKER_03: Maybe a day in the life of a ops leader.
• 24:39
  SPEAKER_00: Yeah.
• 24:39
  SPEAKER_00: Oh my gosh, can you imagine?
• 24:40
  SPEAKER_00: We'd be running around every we should just put a camera in our office.
• 24:43
  SPEAKER_00: So Landon and I share an office.
• 24:45
  SPEAKER_00: We should just no, God help you.
• 24:48
  SPEAKER_00: Um we share an office, so we should just put a camera in here and just see what happens.
• 24:53
  SPEAKER_02: It'd be like Big Brother something.
• 24:56
  SPEAKER_00: Yeah.
• 24:57
  SPEAKER_02: Maybe we'll start a TV show.
• 24:59
  SPEAKER_00: We should.
• 25:00
  SPEAKER_02: Podcast to the TV show.
• 25:01
  SPEAKER_00: We should.
• 25:02
  SPEAKER_00: We're we're destined for greatness.
• 25:03
  SPEAKER_03: So some we'll be there.
• 25:05
  SPEAKER_00: Mm-hmm.
• 25:06
  SPEAKER_03: Well, thanks for listening.
• 25:07
  SPEAKER_03: We'll catch you on the next Thursday.
• 25:09
  SPEAKER_00: Bye.