Have there been any cases in your practice when you worked tirelessly with your arms, legs and other parts of your body 24 hours a day? Perfectly prepared the property for sale. You have already rocked the market with your commercial offers, outlined a plan for further actions and, in complete harmony with yourself, are waiting for a logical result in the form of a deal and the subsequent receipt of honestly earned commissions.
But at some point, your client’s number appears on the phone screen and you, suspecting nothing, calmly pick up the phone. But instead of gratitude, you hear many complaints, ranging from the fact that you do nothing at all to the demand to terminate the contract and threats. Sound familiar?
Before you get indignant, put yourself in his place...
The person has entered into an exclusive contract with you. He entrusted you with perhaps the most expensive property he owns. He believed you, he decided that you were almost a magician and the only one capable of helping him. But then, all the time that you work tirelessly, he DOESN’T HEAR OR KNOW anything about you or your work! Accordingly, the suspicion grows that nothing is happening. Moreover, there will always be “good advisers” from among relatives, friends and acquaintances who will give him advice. brainwash them and intimidate them with horror stories about “deceivers”, “black realtors” and “how expensive it is for such work”. Therefore, after 7-10 days, a completely logical and natural explosion occurs.
In fact, there is a very simple way to prevent such developments. It is enough to send the client a weekly report on the work done.
Regularly, using a pre-formed template, draw up a report that lists all the actions and activities completed over the past period. And send it to the seller by mail. And the client is satisfied - he understands what is happening, that they have not forgotten about him, they are working on his topic, and you will always be protected from unfounded claims.
What must be included in the report
Transfer methods
Report transmission time
IMPORTANT!
By following all these simple steps, you will quickly reduce the number of such calls to a minimum. And, by the way, it will become much easier for you to control the situation. Well, in order to simplify this already dust-free work of creating reports as much as possible, we suggest you download an example of a ready-made template.
Tatiana Porubaymikh. Organizer and head of the consulting center Arsenal consult. Part-time mastermind of the project and generator of ideas. And also a consultant. Main focus: marketing and copywriting. Tatyana is a marketer whose portfolio includes successfully implemented projects in a wide variety of areas.
The first report that needs to be filled out is the “weekly payment plan”. Since a week is a truly critical period in the monthly forecast for closing deals, you must immediately learn how to control work in this particular area.
1. Form into this shape
2. Ensure a regular process in which managers complete this report in the CRM on a weekly basis. It is best if they do this at the end of the weekly cycle, when there are already certain achievements and “promises” from clients.
3. Download the form shown above from the system and discuss it at a weekly meeting, for example on Monday morning. This way you will “publicly” confirm the plans of each manager, which will greatly increase the chances of their implementation.
The most important point in the table “When will he pay” is the key point in the form. Filling it out encourages sellers to be responsible and do everything to meet the deadline.
It is important to understand that one “bad” week of work - and now the business is faced with lost profits, cash gaps and problems with creditors. The “weekly payment plan”, among other things, indirectly affects the prevention similar situations.
The “actual payment for the past day” report mostly serves an informational function. Thanks to him, the manager monitors the situation on a daily basis.
Please note that the Payment Status column can include the following:
The main feature of this manager report is that it is filled out several times a day. The manager assigns reference points for intraday monitoring of plan execution. You can track payments based on filling out the “fact of payments for today” 2-3 times a day. For example, at 12:00, 16:00 and 18:00. Such hourly monitoring not only gives an understanding of the situation, but also stimulates sellers.
The manager’s “payment plan for tomorrow” report provides a detailed forecast for the week, but only with the possibility of daily control.
This form is filled out once at the end of the working day that precedes the scheduled one. At the end of the day, it is reviewed with the manager and correlated with the “weekly payment plan.”
Such an analysis makes it possible to achieve the necessary efficiency in the actions of the head of the department, who, based on it, can timely adjust the seller’s strategy.
There is another basic form of report - a summary report of the “board” type, on which plan implementation indicators for each department employee are dynamically changed and displayed. Its main purpose is information and demonstration.
In this form, it can be presented on a large monitor, or manually drawn on regular blackboard. The “board” should be automatically populated in the CRM, which reflects all the necessary indicators for each seller.
Please pay Special attention to the second column from the left “% of plan completion for the current day.” It requires further clarification. This is not an actual percentage that reflects how much the monthly plan has been completed. In fact, this indicator indicates the “speed” of its implementation. That is, how much the plan would be fulfilled by each of the employees if he continues to make the same efforts as at the current moment.
The “% plan completion for the current day” is calculated using the formula:
Current fact: (Monthly plan: total number of working days in a month x number of days worked in a month) x 100
Thus, if the result on this report of a sales manager is less than 100%, this means that he does not have time to fulfill the plan given the amount of effort he makes and the strategies he uses.
The "Board" is mainly aimed at providing psychological impact on sellers in order to push them to take more active, but at the same time reasonable steps to correct the situation.
Pipeline is a term that came to us from Western sales practice. It characterizes and details the status of all transactions that are at different stages in the employee’s “portfolio”. Working with a pipeline is a constant process of interaction between the manager and each employee regarding decisions that will ultimately lead to payment.
For effective interaction of this kind, 2 conditions are necessary:
The key indicators for closing a deal in this table are “deal stage” and “probability”. Moreover, they correlate with each other.
Initially, the probability scale is adjusted depending on the stage at which the deal is currently located. The degrees of this probability are selected based on the established individual business practices. They also depend on the industry and the level of person with whom the salesperson interacts: middle manager, department head or director. Let's give real example such a scale.
The pipeline and the results in the reports of each manager are quite manageable things. You just need to be guided by 4 principles.
1. The overall health of each seller's portfolio is monitored on a regular, sometimes daily, basis. It is especially important to do this with newcomers and employees who are in professional “depression.” In order to change the pipeline state of a particular seller, control it at the mentioned reference points within the day.
2. The pipeline should not be allowed to become “cluttered” or, on the contrary, to be too “empty”. Monitor the process of closing deals on time using reports from managers. And promptly replenish the employee’s personal funnel with tasks for new deals. Ideally, “filling” should occur automatically as old tasks are completed, taking into account the indicator middle length transactions. In this way, the necessary balance can be achieved.
3. Work with the pipeline must be configured with the ability to control the average bill. If this indicator does not reach the required level, which is established in the regulations for business processes, then it is necessary to schedule additional meetings with staff and conduct training on problem stages.
4. We should not forget that the volume of revenue depends not only on the efforts of sellers, but also on marketing support. Each stage of the transaction should include an element that will literally push the buyer to pay. Thus, along with a commercial offer, a gift in the form of an educational e-book with useful information. To make payment faster, you can provide a time-limited opportunity for additional bonuses under the contract.
We looked at 5 components efficient work with managers' reports. It includes setting up an entire system that will promptly signal the status of each transaction individually.
Part 1
Rules for submitting informationDetermine the purpose of the report. Weekly reports may be part of the job responsibilities, but the desire to keep your job should not be the end goal of the report. Determine what the weekly report will do to ensure it captures meaningful information and uses the most effective structure.
Determine your target audience. It is impossible to create a competent report if you do not know who it will be intended for and for what purpose. This is the only way to understand what information is of the greatest value.
Arrange information in order of importance. Despite the concise nature of the reports, your document may not be fully read. For this reason, you should place the most important data with summaries and conclusions at the beginning of the text.
Understand the typical “fate” of a report. In most cases, weekly reports are necessary for accounting and office work, so they are simply filed and archived. It is better to immediately realize that reports are rarely read from beginning to end.
Part 2
Report structureAsk for a sample. Many companies have adopted a standard weekly report format, and managers and management become accustomed to receiving information in a certain form. A different report format may cause confusion.
Consider the reporting method. Printed document or electronic application are formatted completely differently than the report that is submitted in the body of the email.
Attach a summary. The summary of the report usually fits into a couple of paragraphs, and each section is conveyed in one or two sentences. The bottom line is that often a manager only needs to read the summary to make the necessary decision if your conclusions coincide with his assumptions on the issue.
Consider the structure of paragraphs and sections. Decide on the format and leave a plan for the sections of the report that will meet the objectives.
Create a cover page or cover letter. For summary reports, a title page is not required, but a detailed report should have a separate sheet indicating the author of the report and brief description tasks.
Part 3
Persuasive words and formulationsCome up with smart headings and subheadings. Such report elements allow the reader to quickly find the necessary sections and Additional information, which will help you understand the findings and recommendations.
Use simple and clear sentences. Your report should use standard Subject, Predicate Object sentence structure to clearly express your thoughts and demonstrate confidence in your conclusions and recommendations.
Conclusions must be objective and impartial. The report will often need to provide recommendations, but these should be based on facts and not personal opinions or feelings. It is important to convince the reader with irrefutable evidence and clarity of thought.
Use persuasive verbs. If the text is written in the active voice, then the action in the sentence is expressed in one word - a verb. Use concise and compelling verbs that clearly describe the action.
Don't use the passive voice. The passive form removes the subject of action from the sentence, and the object comes to the fore. In some situations, the passive voice is necessary for political or diplomatic reasons, but most often it makes the text confusing and vague.
Use visual ways to express data. Charts and graphs are much easier to perceive and are located immediately after the paragraph with such information (especially if such data contains a large number of numbers).
Don't use jargon. Every field of knowledge or activity has its own inevitable terminology, as well as buzzwords that are often used in books and articles. Sometimes they are useful, but in most cases jargon only interferes with the clear and competent expression of the main idea.
Correct all errors. A large number of typos and grammatical errors only distract the reader and create a negative impression of the author. Write a draft report in advance so you have time to work on mistakes.
It is very important to compose a report on the work done clearly in order to briefly but succinctly present the results of your activities. Are there any special reporting rules that you need to know when starting to write such documentation?
Why do you need to write a progress report? Reporting helps:
What are the main requirements for the report? You need to talk about the results of your work in a business-like manner, briefly, but at the same time indicating the entire volume of work done.
An intelligent report will not only give you an idea of how well you worked, but will also present you in a favorable light - as an employee who knows how to clearly express his thoughts, highlighting the main thing and not being distracted by unnecessary details.
In terms of frequency, the report can be weekly, monthly, quarterly, or annual.
Sometimes an employee reports specific event(for example, how the presentation of a new book was organized, the preparation and implementation of which took several days, or a three-day sales training).
The title of the report should indicate information about the timing, for example, “Report on the seminar on personnel records management on October 7-9, 2015.”
A business trip report is required for all employees, regardless of its duration.
A report on the work done can be written in text form and in statistical form. A text report is a coherent narrative, supplemented by various graphs, diagrams and tables.
And if you prefer a statistical form, then focus on illustrative materials, for which write explanations in the form of text.
There is no single standard for writing a report on the work done, as well as an employee’s autobiography. Each organization may have its own requirements for the structure of such documents.
For example, the following presentation seems logical: the first section is “Introduction”, in which you succinctly describe the tasks assigned to you, the methods that were used to solve them, and the result obtained.
In the “Main Part,” describe the sequence of your work in more detail:
A report in table form will look more visual, structured and concise.
If you often have to prepare ongoing progress reports, it will be convenient to prepare a template into which you regularly need to enter the necessary data.
And in order not to forget anything important during the past working day, take a few minutes out of your schedule and write down everything you did. Otherwise, you will definitely miss something later.
When you draw up an annual report, analyze the dynamics of the results achieved, comparing with the previous year and giving a forecast for the next year.
As a supplement to the main part of the report, attach materials that confirm the facts presented - copies letters of thanks and entries in the guest book, publications in the press about events held, checks and invoices.
It is better to separate the financial part into a separate section, which should be filled out as required by the accounting department of your organization.
The progress report concludes the “Conclusion” section. In it, you formulate conclusions and proposals that emerged from the work done, if you consider them useful for improving the activities of your organization.
The report on the work done is printed using A4 sheets. The pages should be numbered and have a title page.
When your document is quite lengthy, create a table of contents separately - this will make your report easier to navigate.
There might be a report like this:
FULL NAME.________
Job title_________
Subdivision_______
Main achievements over the past period:
What failed and for what reason.
Need for additional training.
Suggestions for improving the organization of your work.
Desired areas of responsibility and career development.
Signature_______
Date of__________
The ability to write an intelligent report on the work done will help you provide concrete evidence that you are working conscientiously and coping with your responsibilities. And, besides, this is a powerful argument for your superiors if you decide to raise the issue of
Personal information:
Consulted in the field of regular management of more than 70 companies: from 10 to 9,000 people (including: holding companies, chain stores, factories, service companies, builders, government officials, web agencies, online stores). Student of Alexander Friedman.
One of the co-authors of the book "Social Technologies of the Tallinn School of Managers. Experience of successful use in business, management and privacy": http://www.ozon.ru/context/detail/id/140084653/
CEOPrecision is a courtesy of kings, but a duty for their subjects
Louis XVIII
to whom: owners, top managers
“What did my subordinates do today? What tasks did they complete? How long did it take, and what results were achieved?”- such exciting thoughts often haunt the leader. Where would they come from?
WITH outside everything is great. As soon as the boss enters the office, everyone is immediately busy: small talk ends mid-sentence, someone begins feverishly typing on the computer, others busily transfer papers from one place to another, others immediately call all contractors in a row. Why does such a blissful picture give rise to “exciting thoughts”?
The fact is that an experienced leader understands perfectly well difference between “facts” and “opinion about facts”. But in order to understand what the subordinates entrusted to him were doing, it is necessary to arrange a detailed oral questioning of “what”, “how”, “when”, with “what results” and “who” did it. This takes a lot of time from both the manager and the employee. Therefore, the manager solves this problem according to the residual principle. And who will ask while he is on vacation or on sick leave?
This article will discuss a tool that allows you to separate “facts” from “opinions about facts” and measure the effectiveness and productivity of subordinates. Meet me. Daily work reports in a formalized form for each employee.
The technology of working reports is as simple as two and two. Each employee at the end of his working day must provide a report with full list completed tasks and the time spent on each of them, along with a link to the result of the work.
Let me remind you that work reports are part of a larger technology - “Organizing the work of employees, taking into account working time by task using plans and reports and their analysis by the manager.” General technology consists of the following elements:
The example shows a list of tasks from a report made in Bitrix24 (the system allows you to work centrally within the company and track time by task). With proper organization of planning and recording of working time by task, all reports will be generated automatically.
At the end of each work report it is necessary to put the following phrase (DD - date; MM - month; YY - year; HH:MM - hours + minutes format).
Total for DD.MM.YY:
1) Worked in the office: HH:MM
2) Worked from home: HH:MM
3) Total worked: HH:MM
4) Sick leave: HH:MM
5) Hours at your own expense: HH:MM
It can be extremely difficult, and sometimes impossible, to introduce daily reports into the daily work of a department/company without a parallel project to introduce regular management. Read more about regular management in the article “.” Here I will briefly outline 2 main stages:
For professions where the same type of repeatable actions are performed, it makes sense to introduce a standard for the number of tasks completed instead of a report. Initially, the desired average time to complete one task is estimated. Next, the norm is calculated using a simple procedure:<количестов рабочих часов>divide by<норма времени на выполнение одной задачи>.
For example, a call center operator may have a standard: 90 calls per day, 4 sales, etc. In this case, the manager looks at the deviation from the norm, and not at the work report. The situation will be similar with a worker who produces parts of the same type.
I am regularly asked the following question: “How often is it recommended to review an employee’s work reports?” The answer is banal: “As much as necessary to ensure the performance of a particular employee is acceptable to the company and the manager.”.
On initial stage(1-1.5 months) of implementation, it is important to check work reports every day for everyone. Subsequently, for some employees it is enough to check them once every 1-2 weeks, for others every day.
If a person has been working with reports for 1 year, and you are forced to check his report every day, you are not working as a manager: you are not providing the proper influence on a subordinate or you are keeping an ineffective employee.
