Virtual Whisperer 5 — Performance Management

I wrote earlier about the irony of people’s performance showing even more in a virtual environment when they are on either end of the performance spectrum: outstanding or just so-so. How do we manage performance in this environment? Business must go on, and it’s critical that everyone understands their roles and how they fit in. While that’s true in any work environment — people want to know the meaning behind what they do — it’s especially important now. Assuming that your purpose and mission are clear and what you’re about is known, then the rest hangs on the day-to-day. The name of the game for virtual performance management is extreme transparency.

Keep Plans Visible

How has the organization’s strategy shifted in this current environment? Agility is key and most strategic plans have either gone out the window or have gone hyper-tactical: The long-range plan may still be worthy, but it’s essential to lean into transformation, a dramatic shift, or critical milestones that move the organization toward its goals even faster.

Assign To-Dos to Every Executive and Keep That Visible

If there are five pillars to something that has to get done this month to keep the business afloat, create a faster transformation, or cut costs to preserve the ability to invest in key places, spell them out, identify them “what by when by whom,” and keep it all visible.

Tie Individual Goals to Team Goals

Tie individual goals to whatever team goals are necessary, so the dots connect whether they cascade up or down. Fewer objectives in this environment are better.

Keep Measuring Sticks Visible

If you’ve lowered the sales plan and also lowered quotas, repost them, and make sure everyone understands the new milestones.

Last week, I mentioned that “A players” love to be measured, and now is the time to keep KPIs and “how we’re doing” in front of everyone, naming names and all, where it makes sense. In our company, everyone’s individual goals and how they fit into the overall business plan are shared at the beginning of the year in an all-hands business review and then updated and shared every month. The business plan is updated quarterly, and key changes are shared at our ‘virtual all hands held by video once a month, across the board. We’re smaller, so it’s easier for us to do this compared to a larger firm, but visibility on the current month’s and quarter’s goals and who has accountability for what is really important. Remember — extreme transparency.

Share Successes Publicly

At Outsell, we call big successes “cowbell time” — an infamous cowbell stood on the credenza of our front office reception area, and when a win occurred, we rang the bell. Our entire company is now virtual again — only three were in a physical office when we had one — but “cowbell time” on the 411 channel is still our motto for a major win.

Assess Performance in the Current Context

If someone isn’t getting the job done, it’ll be increasingly clear in this environment, but first, make sure there aren’t conditions overriding their ability to perform. Do they have three kids at home and a working partner, all under a 950-square-foot roof? Hard to work in that situation. Do elderly parents need delivery of cooked meals and groceries from a distance? Is the individual or their loved ones ill?

Real-life happens, and as I’ve told my team for years: “life doesn’t happen in 9 to 5 boxes.” That’s why we have always had a policy of extreme flexibility. This is more critical than ever now, so make sure you understand someone’s circumstances before racing to any conclusions. As I wrote in my first post, some people are not meant to work virtually: They shrivel without the energy of being around others, they can’t focus, or they are unable to set appropriate boundaries for when to work and when to shut it off. Some flounder. Some can’t turn it off. Be sure to first seek understanding.

Try First to Remediate

I always say to try remediation first, but that’s especially the case now. How people are treated is abundantly clear right now, and putting someone on the street in this job market is a desperate thing to do. Still, if someone isn’t a fit for the company or isn’t right for the job, carrying that person in this environment is not responsible to other stakeholders. That’s especially true in environments where costs are being cut across the board, such as through salary reductions or furloughs. Make the tough decision, and give people a soft landing.

Part Ways Tactfully in a Virtual Environment

How do you fire someone, implement a RIF, or quit (if you are on the other side of the table) in a virtual environment? The one thing I will tell you absolutely not to do is leave a cryptic email or Slack message like this: “Hi Anthea, Do you have a few minutes this afternoon to chat?” That one-liner is the kiss of death — 9 times out of 10 when I’ve got a message like that over the past 20+ years, the person wants to give notice. Similarly, in this environment, if the boss leaves a note like that, it’ll send panic down someone’s spine.

You’re better off waiting for a routine one-on-one or sending a more detailed sentence. Have the guts to do it. Example: “Hi Anthea, I need to speak with you about my employment with Outsell. Can you speak later today?” Or: “Dear Joey, I need to speak with you about your work here. It’s important and rather urgent so can you speak shortly?” Don’t ask for the discussion tomorrow or even a few hours from now, especially if you’re leaving a note like this. Call a person or Slack them and see if they have time for a quick chat.

Remember that Relationships are a Two-Way Street

At the end of the day, it’s about both someone deciding to work for you and you wanting to have that someone on your team. Colleagues have choices. They may not make a move now, but they will if they aren’t treated well and fairly.

People will know how colleagues are treated and the water-cooler still exists in a virtual environment — perhaps even more so. Minimize the opportunities for gossip, and keep the lines of communication open every way. It’s essential.

And last but not least, remember the golden rule. It’s a guide post that works every time.