Why Your Manager Isn’t Succeeding.

By Kym Krey

Becoming a manager for the first-time can be both an exciting and challenging experience. You’ve dreamed of this promotion; you’ve worked hard for the role and the pay rise you’re expecting to come with it, and now it’s finally here.

In your head, this is how you’re expecting it to go: Your new position is announced to the team, and after much celebration and congratulations, your new staff (formerly work buddies) are enthusiastic and supportive, give you their best effort and together, you achieve outstanding results and earn wonderful bonuses and commissions and live happily ever after.

After all, why wouldn’t you be successful? You’ve been the highest performer in the salon for years! You always hit your target. This is going to be a breeze.

Fast-forward 6-12 months, however, and the reality often looks very different.

Concerningly, studies have shown that over 50% of all first-time management promotions are considered unsuccessful. That means your former high performer, who showed all the potential in the world, just isn’t getting the job done.

You know it, they know it, the team know it…. and stress is building.

• They’re hitting their individual target, but their staff are not

• They’re working harder than ever, but the business is far from profitable

• Morale, which used to be at an all-time high, is now disturbingly low

• They’re coming in early to do additional management tasks, then working flat-out on the floor and staying back late to fix up tasks that their staff didn’t do This really doesn’t seem to be working out.

What’s even more concerning is that research shows 1/3 of these new emerging managers, end up leaving your business, exhausted, disillusioned, and with their self-worth in tatters.

How could it all go so wrong?

This devastating failure rate is attributed to several common factors:

Incorrect Assumptions

The biggest issue of all is the assumption that because they could do it, they can get others to do it- and these are two very different skillsets requiring two very different mindsets and approaches. Technical skill doesn’t necessarily transfer to management skills.

Lack of Training and Support

We give them the promotion, along with their new targets.. and leave them to it!

I mean… we’re paying them to manage the place, we shouldn’t have to hold their hand, right? Wrong!

You see, the moment they stepped into a management role, the game completely changed. What they excelled at before doesn’t help them now. It doesn’t matter how much they can personally generate now; they’re measured on what they can get other people to achieve…. and as anyone who’s done it knows, that’s not as easy as it sounds!

When you transition a staff member into a management role, and often when you also employ a supposedly ‘experienced’ manager to fill the position, you’re going to need to be prepared to support them into the expectations of the role over time.

You see, most new managers expect that their role is all about ‘being responsible’ and doing tasks. That they’ll be paid a higher salary to ‘be in charge’ and to get a few management tasks done, like complete reports, do trainings and occasional team meetings.

The value of any manager, however, and the skill that is almost never there at the start, is the ability to grow people to their best. That’s what a manager is paid to do, but very few can achieve….. without support. It can be learned over time, but it’s not automatic or ‘just common sense’.

Without this investment of additional knowledge in how to manage others, plus supporting them as they implement through trial and error, make mistakes and learn, many struggle to make the transition from individual employee to manager…. and leave in anger!

Inability to Set Expectations and Instil Accountability

“I did it. Why can’t they?” “I shouldn’t have to tell/remind them!”

The thinking that causes us so much frustration….

Without the ability to know and explain their expectations to each member on their team, coupled with the skill of holding an accountability conversation when those expectations aren’t met, your manager is doomed to the inevitability (and exhaustion) of doing everything themselves…. and that’s a one-way ticket to burnout!

“I tell them, but they don’t do it!” So, what happens next?

An inexperienced manager will tell themselves it’s just quicker if they do it. No one else does it like they do. Their staff won’t listen anyway.

Remember: the objective is results through others! We can’t do it all ourselves.

Lack of Confidence in Communication

The most important tool a manager has are the conversations they have with their people:

• Conversations that inspire with their vision for the business

• Conversations that build relationships and trust

• Conversations that correct problems and address issues early

• Conversations that define boundaries

• Conversations that acknowledge and reward

• Conversations that give feedback, guidance, encouragement and direction

These often don’t come naturally to new managers, particularly if they haven’t experienced them personally from previous leaders. When a manager doesn’t comfortably see themselves as an authority figure or lacks the confidence to speak, they’ll let important things slide, allow small things to become big things and allow poor performance, unacceptable habits and bad behaviours to become embedded in your culture.

Great managers are great communicators and with the right intentions, this skill can be learned.

Lack of Delegation Skills

The key is to get things done through our people, but there’s a big difference between delegating and abdicating!

• Delegating is a process of explaining the task that needs to be done, as well as the ideal outcome (what it looks like when done well). Then it requires observation and monitoring, stepping in to correct errors or misunderstandings and staying with that person until they can successfully complete the task consistently without supervision

• Abdicating is “I need you to do this”, then walking off, expecting it to be done and getting frustrated when it’s not.

Successful delegation demands an understanding that the person you’re training is likely to have less experience than you and so, will need clear, step-by-step methods and instructions designed for their level of understanding.

Former high performers are notorious for having all the knowledge in their head rather than captured in clear systems, and giving vague, general instructions because they assume that everyone ‘just knows’ what they know. Very frustrating for an enthusiastic but less experienced employee!

Lack of Self Awareness

Leadership is the greatest self-development game of all. At some point, it hits you like a brick that your team are literally following your lead. They are the greatest mirror for your strengths, and they’ll show you loud and clear where the gaps are in your systems, what you ignore, avoid or constantly put off and what you’re just not good at yourself!

Inexperienced managers tend to blame their staff. “This generation just doesn’t want to work!” “I’ve told her how to do it. I’m not sure what else I’m expected to do!” etc.

Great leadership requires you to evolve; to become aware of how you communicate, how you impact others, how you influence your team’s performance and behaviour. Whilst your focus as a leader must be all about them, their outcomes are all about you. You’ll need to step outside your comfort zone and learn to lead not how you prefer, but in the way that brings out the best in them.

Results reflect relationships and great relationships require maturity and selfawareness.

Lack of Time Management Skills

The inability to prioritise the ‘Big Rocks’ or the most crucial responsibilities sees your manager ‘never having enough time’ to get everything done. What this really means is either:

• The tendency to be easily distracted by ‘bright, shiny objects’ and tasks they prefer to do, or

• The inability to say ‘No’ to things that are requested by others but are not the best use of their time.

It’s often said that time management is more about what you’re prepared to say ‘No’ to. Busy managers rarely get to the bottom of their To Do list… but it’s not about getting everything done. It’s about getting the right things done. The things that really ‘move the needle’ and get you closer to your goals are the things that must get done first.

Lack of Feedback

Just like any of your staff, your manager isn’t going to get it right the first time, so your feedback and guidance is essential. They need to know what you expect and how they’re doing in your eyes. They need to know where they’re falling short or exactly what they need to do differently to get it right for you.

1. “Here’s what I need”

2. “Here’s what I’m getting”

3. “Here’s the gap”

4. “Here’s what I need you to do differently”

5. “So I know that I’ve explained that clearly, repeat back to me what you’ve understood”

When delivered in the right way, hearing that they’re not yet getting it right is far better than being left in the dark, and having to constantly guess if you’re upset with them every time you seem unhappy!

Conversations are the tools you use to grow people…. including your manager.

Remember That They’re Not Where You Are

Keep in mind that you’re likely to have a lot more experience at this stage of your career than they have in theirs. Things that are obvious to you may not yet be obvious to them. What they need is a great mentor and clear direction and encouragement. Whilst exciting, this can be a scary and stressful time for them as they deal with new struggles and doubts.

Your role is to be the bridge between where they are now and where you need them to be.

The payoff? A capable, dedicated rightarm person with your best interests at heart who handles the day to day running of your business, so you can focus on other things.

Priceless!

Kym Krey, The Salon Mentor, is a specialist industry business mentor helping business owners and managers nail the skills of leadership and managing their team for exceptional results. She’s the gal you’ll want in your corner when things get tough or when you’re ready to take that next big leap. Get in touch @kymkrey or grab your FREE leadership tools and resources at www.kymkrey.com.au