It is another hot day in Doha. I met my team in the office today so together we can go to a customer and present to them our services.
When I first boarded this company, I was designated as the Team Leader for the Post-sales Network Support Services team. It is a start-up team. Just 2 CCNPs (Cisco Certified Network Professional) and a CCNA (Cisco Certified Network Associate). Although we were recently reduced to 3 when one of the CCNPs was dedicated for on site support to a customer. Being a Team Leader was somewhat of a boost on my morale having never been given the same opportunity in my previous employer of 16 years.
Ever since I started to lead the team I was always conscious of finding ways to motivate them. We were just 3 individuals tasked to support around 10 major customers and more than 20 medium sized companies plus several more small networking installations. But as Sun Tzu said in his 'Art of War': "The control of a large force is the same principle as the control of a few men." I did monthly meetings, positive reinforcement and giving separate responsibilities to each individual. Lee Iacocca, in his autobiography, stated that "Management is all about motivation". What could be a better way motivate my teammates?
I believe that training was a good way, if not the best way, to motivate my team. It breeds confidence and hard work. As 'The Sphinx' said to 'Mr. Furious' in the movie 'Mystery Men: "He who questions training is training to ask questions." With this belief in mind, I tried to get several trainings approved for my team. After 8 months of trying to get the trainings approved, I finally got management's go ahead for 2 courses for each team member. Each training course was in line with my plan of having each member a specialization of his own.
I could not believe the immediate change it had on my team members when I showed them the approval of their training. It was easier to assign work to them and they were more responsive to my leadership. They do not question my decisions and have been willing to volunteer themselves to additional tasks. To them I was someone who looked after their development as professionals. They knew how I worked and fought to get their trainings approved and I think their response now is a way to thank me for the effort I did. All I wanted was to get my job easier to delegate to them and make our team more dynamic in order to achieve my ultimate goal of customer satisfaction.
We are on the post-sales support. Most often customers will call on us when they have problems and what I need was team willing to work to get customer back on track. Customers will appreciate more a team that gets their business going. Only a properly prepared and motivated team can achieve that.
Now I have a better outlook on the future of our team. My next goal is to add new members to our team to replace the one who was reassigned and get more customers to sign up to our services. I think we can achieve both before the year is out.
Sunday, June 3, 2007
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