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You need to give them the same attention you should a us staff. You'd never tell a us staff to start preparing 50 state returns and the disappear right? You would be checking in every day, making sure they are on track, reviewing some things early on to help them be more accurate, etc.
Yeah..who would do that to a US staff...
Frequent updates. It’s not bad asking for end up the day updates and asking that you speak before they leave every day to discuss anything pressing.
Is micromanaging like this the only way to get anything done? It seems like the squeaky wheel gets the oil meaning that I have to be involved on each decision and can’t ever really hand the project off and expect anything decent from them
Make sure you spend the time to instruct them like anyone else. Do a Skype call and walk them through and example or two. Be on Skype even after work so they can reach out an ask a question that may make the difference. Finally make sure you compliment them on their effort not only their success because they try really hard.
Frequent updates and confirmation of requirements helps. I give instruction in two calls. The first I walk through what needs to be done. The second I ask them to tell me what they will be doing. Helps clear up stuff. If we don't have time for that, then we do emails the same way. Calls always are better.
How is leadership in your team/region? I feel sometimes GDS isn't properly brought into the team and treated like just contractors. As with all people, the more you invest the better your return.
I have really tried to build teams but I struggle to have any continuity on my accounts. It seems like GDS is just treated as a pooled staff group and so they can do certain things really well but they struggle with anything specific on to the account
I am very specific and organized with instructions (put in writing) and try to be nice and not sound frustrated when they make mistakes. I send them RAC awards when they do a good job and they seem very appreciative and motivated by this recognition. Same as us, I guess!
Face time and Extra Miler Awards help me get the job done.
Also - not to discount their long hours but some of them work until 2 am because they don’t come in until noon (mostly) or afternoon. The culture there is different. I’ve had one of my GDS seniors mention that a 10:30 am call their time was “very early.”
A staff had a great idea, he's been sending them videos he records on his screen, going through an example of exactly what he wants them to do, it's been working very well
Don’t forget they are a part of your team and make them feel included to the extent you can! It goes a long way to bridge the gap and build the relationship/trust and be able to give real time feedback