Learn how to strike a balance between customer needs and operational work to drive success
There are a number of ways to strike a balance between meeting customer needs and operational work. Prioritisation and delegation are two of the most commonly used. For brokers who struggle on both, Australian Lending and Investment Centre managing director Jason Back has some tips to help you get started.
Like any skill, prioritisation gets better with practice. Here’s what you can do:
- Use a CRM, a powerful tool designed to provide significant help at your fingertips.
- Learn to identify what is urgent and what is important.
- Assess the value of the item against your hourly rate.
- Look at the amount of time you need to invest into tasks.
- Be adaptable and flexible.
- Know when to stop and move on.
“Brokers need to assess their overall business and what they are striving to achieve,” Back told MPA. “They need to take time to analyse their business, and plan their resource allocation accordingly.”
The right task for the right person
Delegation is another critical skill one needs in order to grow a business, according to Back. Brokers need to understand and define the task they wish to delegate, and make sure the tasks are delegated appropriately.
One cannot expect results if the task is above and beyond a staff’s capabilities. Assess your staff’s ability. When doing so, the realisation of doing additional trainings will emerge. “You need to give your people every chance to succeed, and this entails investing time into them,” Back said. “More important is that you give support, and you communicate at regular and agreed intervals.”
