Getting a team to form new, collaborative habits all while learning new software will take time, collective effort, and persistence. Having everyone aligned on the goals they’re working towards, and with a clear understanding of the challenges that they’re set to overcome is an important first step.
Before getting started, we recommend first taking the time to:
Identify a primary area of focus
Gather information on existing documentation and identify key stakeholders and their roles
Complete Topic Training in the Hubly Academy, and customize the templated Workflows to match the way that your team works
Test these Workflows with client requests and iterate to ensure that they work the way that you expect them to
This lesson is designed to help you:
Facilitate a conversation for your team to identify some common challenges faced around working collaboratively today
Engage your team in an open discussion of their individual challenges using existing workflow and task management tools
Align on the short, mid, and long-term goals that you're collectively working towards
Define what success will look and feel like with the right work system in place
Identifying challenges around collaboration
Assemble the team responsible for the relevant area of client service that you had built out Workflows. Start by facilitating a conversation around the challenges currently faced:
When a new request or project comes in, where is it recorded? How does work find its way to the right team member?
When a client (or prospect) is being worked on, where is progress tracked? How does the advisor know where things are at? How is visibility created?
When work switches hands, what does that hand-off look like? Is it manual? How does it get prioritized and brought to other team members' attention?
Discussing challenges with existing systems
Next, it's important to understand what challenges have prevented individual team members from utilizing existing systems:
Are they able to use CRM workflows? Why or why not? Where do those break down?
Do they track elements as tasks in the CRM? Why/where does this come up?
Are notes used to house instructions? When/what kind? Is there a common format or template?
How do they find what needs their attention? Where do they look or what reports do they run? How do they ensure that things aren't slipping through the cracks?
Do they work in these tools, or do they track progress elsewhere and then rekey completed tasks afterward? Why?
Note on facilitation: It will be important for you to keep these in mind when training your team on using the Workflows that you've created. You'll want to demonstrate how to use and customize Hubly Workflows to record new work, customize Tasks, add reminders, and utilize Task details and/or leave Comments. You will also need to help your team practice finding the Tasks that have been assigned to them or review the specific Workflows that they're responsible for.
Aligning on short, mid, and long-term goals
Now that your team has communicated an understanding of the current challenges and realities of today, it's time to look ahead and identify what you are working towards/preparing for:
Where does your team want to be 6-12 months from now? What improvements have been put in place? How many clients are you serving? How big is your team?
Where do you see yourselves 3-5 years from now? How big is the business? Who is in what roles? What new services have been introduced? What do operations look like?
What does your firm look like 10 years out? What are you known for? How big is your business? How have your roles evolved?
Note on facilitation: Since it's critical to have every team member participating, including the owner, we strongly recommend that this session be facilitated by a team member in an Operations role, not the owner of the firm.
Definition of success
Lastly, with your challenges understood and goals in mind, wrap things up by having each team member verbalize what success looks and feels like to them!
Some teams prefer to think of it as success with Hubly, while others think of it as success with the right work system and accompanying habits in place. Dream big! This will be each team member's personal North Star.
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