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Jeremy Lunnen
Jeremy Lunnen
Sr Manager - Leadership and Total Vocation Programs
Published May 16, 2016
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In one of our Leadership Academyclasses we spend a little time discussing the 20/60/20 rule. This rule says that on a given team roughly 20 percent of our agents will be superstars, 20 percent will be stragglers and 60 percent will be average performers. So, with which group should the manager spend the most time?
The manager should dedicate the most time to the middle 60 - because that's the majority of his/her team. Unfortunately, however, many of the managers I've talked with say most of their time (and energy) is spent managing the bottom 20. Wouldn't it be great if there were a way to ensure that our top 20 and middle 60 got the same level of attention as our bottom 20? "But there just isn't time" you might say. Well today is your lucky day!
This is one of the most effective things a leader can do: use your top 20 to help you develop your bottom 20. This is a win-win-win scenario. The first winner is the top 20 agent. He or she feels appreciated and recognized when you say to them "You do a really good job at X. I would like for you to spend some time with (insert bottom 20 agent's name here) and show them some of the things that work well for you. Then report back to me and let me know how it went." Interestingly, one of the key workplace motivators for an employee is being entrusted with additional responsibilities. This scenario fits that bill quite nicely.
The second winner is the bottom 20 agent. They will benefit from getting some one-on-one "coaching" from a successful practitioner, and them getting it from another face can't hurt either. And, let's be honest, if we have been in a management role for awhile we probably aren't as good in the trenches as our top 20 agents are; so tips and tricks coming from these folks might hold a bit more weight than those coming from us.
The third winner is the manager. Obviously, by leveraging our top twenty to work with our bottom 20 we've created much more time for ourselves to work with our middle 20. We could spend a lot more space talking about all the cool things that come about from using the 20/60/20 rule but all we really need to know is that it works. Give it a try and see what happens.
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3 Comments
Spencer Brower
Creating safe space for others to be free of fear or worry to be successful in life!
8y
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Great article Jeremy!!
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Dr. Wade M. Larson
Workforce Evangelist, International Speaker, Author, Entrepreneur & All-Around Good Guy
8y
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Good thoughts, Jeremy. Using the current talent to improve the other talent is a great way to maximize your resources to achieve your best. The key is to ensure that the top 20% understand <i>how</i> to work with the bottom 20%, and that the bottom 20 recognize the need for mentorship from the top 20. If not, the bottom 20 will resent the top 20, the top 20 get frustrated, and then they either decrease their performance or leave. But by empowering your top 20% with the know-how ... how to coach, how to mentor, how to help others ... then you can find greater success with this strategy (which is a really good strategy).
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Tanya Hixon
CSR with call centers extraordinaire.
8y
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I loved helping other agents! It is a great way to let those that don't need a lot of coaching know that they are doing a good job and that you appreciate their work.
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