17 de January de 2017 in Blog, Career, How to, Productivity, Satisfaction
The American online store Zappos sells shoes and clothing over the internet. It was bought by Amazon 1.2 billion dollars, it is one of the great cases about customer service, worth knowing.
And today the company is not only impressed by its customer service but also by its curious management model, the so-called holocracy: a distributed authority system – a set of “rules of the game” that place empowerment at the core of the organization.
In this model, basically authority and decision making are distributed by self-organized teams, rather than at the top of a hierarchy.
Is this all or not enough reason for any company to pay attention to the famous “Zappos culture”?
The company has always focused on good customer service / support and is proof that a quality customer service can put a business really at the top.
At Zappos there is no middle ground, the customer is a priority and service is a reference.
Ony Hsieh, CEO of e-commerce since 2000, started with a shy company that only sold shoes on the internet. However, in a short time, the store grew, started selling other products and generating more and more profit until, in 2009, the company was acquired by Amazon.
This impressive growth was only possible because Tony put the customer service as the organization’s priority instead of profits (can you imagine that?).
This made the customers, extremely satisfied with the service, indicate the company to their acquaintances, the famous word-of-mouth marketing and thus, of course, Zappos has been gaining more and more consumers and consequently higher billing
And why are we talking about this company? Simple, as we have said, it is a case of success, especially for small and medium-sized enterprises.
Then, follow what you can learn about Zappos’ customer service, and focus on service so your organization can succeed.
Customer service and support of quality is a matter of business culture!
You do not necessarily need to create a lot of rules of conduct for your employees when it comes to delivering good customer service, Zappos has shown that a set of rules is not as effective as having a business culture that truly values the customer (after all, Your business only exists because of it).
Depending on the circumstances of your business and context, we know how manuals and scripts can be disempowering, to use a buzzword.
Many say categorically (including Tony Hsieh himself) that Zappos is a “customer service company that happens to sell shoes and clothes.”
And one of the core values of its service culture is the delivery of the “wow” factor (in Zappos’s own words) to its clients, through services, stimulating creativity and change, creating fun, being open to innovations, seeking growth And learning, build open and honest relationships, have team spirit and family, do more with less, be passionate, determined and be humble.
These principles should be accepted by everyone in the company and only people who had affinity with these values were hired.
Imagine the scene: a strong team of 600 employees who take care of phones, e-mail, and chat lines is not just any call-center but the more autonomous customer service team across the industry – And this works wonderfully well!
The service at Zappos was completely personalized, no customer was served the same way and as has been said, there was no script to follow.
Every person who contacted the company should get full attention from the clerk, who would create a close relationship with the consumer and talk to him as long as it takes to solve his problem.
When you do not have customer service goals to beat, employees can focus on quality of care, as they do not need to dispense the customer as soon as possible.
And this is much more important, since the customer feels really special and ends up being loyal. Within the reality of your company, could you implement this practice? Think about!
Loyalty before, profit later.
The idea behind the title of this topic is quite simple: before you think about the financial return, you should think about how each attendant can satisfy the customer of your company.
At Zappos, for example, it was worth everything, employees had the autonomy to do whatever they thought necessary to please the consumer, from sending personalized messages to customers to sending new products and gifts in case of any problem.
Even if the customer was looking for a product that the company did not have, the employee could look at the competition and tell the customer where to find the product (take courage to do that, right?).
You may be wondering, “But wait, does not that make a sale go away?”
At least within the experience of the company, it seems that by doing so, the customer feels valued and consequently will be loyal to the company, because, because of the attention given to it, it will return at an opportune moment.
“Errare Humanum Est”: everybody make mistakes the important thing is to admit and improve.
An interesting point to highlight within the Zappos culture is the encouragement of admission of error.
The important thing is that if an error is made, it is assumed and resolved, even if it means financial loss to the company at first.
How about stimulating that same stance in your company?
In practical terms, it means that if customers are harmed with a thoughtless discount promise, for example, if the mistake is made and the promise is fulfilled.
You can be sure that you will get their trust and respect.
The biggest lesson you can learn from Zappos is: in customer service, make it clear that the customer is your priority. You will see that this will win many more consumers and leverage your business.
Don’t forget your employees.
Promote the training of your employees or in the words of Zappos founder Tony Hsieh: “Empower and trust your customer service representatives. And believe them they want to do good service … because, in fact, they do. “
Do you already apply any of these actions to your business? Does your company truly prioritize your consumer? Do you invest in good practices in customer service? Tell us about!
06 de December de 2016 in Blog, How to, knowledge, Productivity
Your expertise and technology credentials can make you strong in an IT manager position. Learn how certain non-technical attributes can help you stand out. The 10 features listed below extend beyond the required competencies and can help…
# 1: Proactive attitude: Take initiative and do a good job. Being proactive is an excellent feature as long as it is consistent with the mission.
# 2: Adaptability to change: Our IT world is constantly changing and those who are adaptable tend to achieve more. Managers need to adapt to change and maintain high levels of productivity, even in difficult times.
# 3: Appreciation of good customer service: People who understand the importance of customer service know that customers or users are the reason why we have a career in IT. They also know how to take precautions when working with problems that can cause downtime and loss of productivity.
# 4: Teamwork: Many excellent IT technicians lose their value to an organization when they cannot effectively work in a team environment. Demonstrating an ability to work successfully with mixed teams of IT staff and users is a tangible asset.
# 5: Commitment proven: work and work! When called upon to take care of a situation – one who will do whatever it takes to succeed individually and for the team. True artists work under pressure.
# 6: A strong desire to achieve: It is difficult to teach people to want to succeed if they do not have the desire. Having a desire puts an emphasis on getting important issues solved, and it is known when a situation demands the maximum donation to the tasks.
# 7: Ability to solve problems: Erasing fires is a big part of the role of any IT manager, and competence does not necessarily mean that a manager has to have all the answers. Good managers are willing to work hard to find answers and take the challenges that come to their tables.
# 8: Communication skills: Having the ability to communicate effectively with others is necessary in most IT management roles. IT managers communicate with you every day – from the CIO and from the internal user to the external customer. Strong verbal and written communication skills can make you stand out.
# 9: Strong Follow-up Skills: Nothing is more frustrating for a CIO than having a manager who does not do task tracking and called properly. It probably undermines the credibility of the IT organization more than anyone else. The tracking capability shows commitment and an understanding of customer service.
# 10: Low Maintenance: Managers who can operate individually and solve problems that will not create unnecessary personal or professional problems.
14 de November de 2016 in Blog, Help Desk, Satisfaction
Answer quickly: “The customer is always right?” If you’re the kind of person who always answers yes, without blinking, maybe it’s time to review that concept.
What we are going to say may sound a bit pretentious at first, but over the arguments you will end up agreeing with the ideas, after all, organizations cannot afford the luxury of pleasing Greeks and Trojans (although many insist).
And it is a fact that there are customers with legitimate requests who really want to be heard and are willing to do everything to solve your problem, but it is also important to evaluate the recurrence of complaints that come to your company because they require Organizations.
And the truth is one: it is extremely important that you reflect on how far your client is right, what are the limits? And how to do that?
And one of the ways to do this is by training your team and stipulating rules aligned with the values and mission of the company.
Your team is also right, do not forget that.
Providing good support / customer service is required, there is no excuse for not doing so, however, this doesn’t mean that it should be run at any cost.
É extremamente importante que seus colaboradores sejam orientados sobre como lidar com usuários difíceis e também confiar neles…
Your team needs to know that the company is also on the side of it, you have to show that in certain situations, the professional is right, not the customer and in this way, motivate them to serve the “good” customers.
Saying NO is so important as saying yes!
It may seem obvious in theory, but in practice saying “no”, especially in the business world, is not always the easiest, especially when it comes to customers.
But the truth is that the company that makes exceptions, which accepts any request, can jeopardize your credibility and your business, can scratch your reputation with the right and faithful customers.
This does not mean treating the customer indifferently, on the contrary, if the consumer is complaining, the first step is to listen carefully because he may not be right, but he has reason to believe he has it.
Get it with a smile, have good will and show willing to settle within the rules of the game. Confront the customer ever!
So defining rules, policies of conduct that are aligned with the mission and values of your company, are of the utmost importance. If what is being asked escape this scope, it is time to say no.
Serving Greeks and Trojans may not be very cool for your team’s productivity.
Very difficult consumers demand a lot of time and energy from their team, occupying the place of that customer who only wants to have his problem solved, pure and simple, without controversies and unnecessary attitudes.
Use customer service software to identify the profiles of your users.
We know that it is a controversial subject and in practice a difficult decision, but perhaps it is the moment to give up bad clients, to give due attention to those who really want to do business with your company.
Ready to start saying “no”?
10 de November de 2016 in Blog, knowledge, Language, Support
Negotiating with foreign customers is no longer an exclusivity of medium and large companies.
The internet has virtually eliminated barriers; Even now in Brazil, it is possible to buy products in Sri Lanka or communicate easily with someone from Eastern Europe, for example.
It has never been easier to sell or buy abroad (despite some logistical and tax difficulties) and there is no reason to stop breaking the big online market that exists across borders.
After all, e-commerce between companies and consumers from different countries is no longer an assumption and already has very seductive numbers.
Obviously requires some work, dedication, investment, adapt to the wide diversity of regulations of each country, payment methods, etc, but its worth!
In addition to taking measures to suit the new profile of clients, another issue that requires special attention is the language, as this can be a barrier to international customer service, therefore, it is essential to create a website/platform that is attractive and the more clear and useful as possible for consumers abroad. But it’s also important to provide good online multi-lingual support.
Here are some more good reasons to have multilingual or bilingual support in your company:
ENGLISH IS NOT EVERYTHING
Although English is without a shadow of doubt the most used and understood language, a large number of users simply understand the basics of that language.
This can be a barrier to the entry of your business in that market, so when you configure customer service, it is essential to consider the translation and localization of the language.
And in many cases having only one multilingual site is not enough, especially in cases that require the consumer to seek more information or need to solve a problem related to the product or service purchased.
In these cases a multilingual client support center becomes extremely necessary to address users’ incidents and requests in their native language (if this is not English).
NO MISUNDERSTANDING PLEASE!
You have studied the market very well, legislation, tried to offer the best payment methods preferred by the customers of that country, made a first partnership to ensure the effectiveness of international deliveries, made sure to have the clearest possible return policies, to International transactions, everything beautiful and wonderful …
But the time the customer comes in contact with customer service is a true “Oh my God”, generating a series of misunderstandings and endangering the company’s reputation in a market won so hard.
So having a multilingual support is so important, as well as being a good strategy to achieve the much-desired credibility before the much-sought foreign market.
NOTHING LIKE LISTENING TO PEOPLE LIKE US!
As we now know, we do not talk about anything else: the customer experience is the great competitive advantage. And of course this personalization of the service goes smoothly through the language.
When your support center is able to communicate with your users in their native language, it becomes much easier not only the communication itself, but also, to offer a more personalized service.
OPEN NEW MARKETS!
The internet practically broke all boundaries and this applies to the business. In today’s competitive world is of extreme importance to be understood everywhere.
Just as your company has not only the best customer support tool in the market, but also that your customer service team can assist your customers and users in their source language.
And while English is still the predominant language in the business world, it is a reckless attitude to expect all its consumers to master and properly understand that language (Latin, Asian, African, European market).
You can be sure that when customers have doubts, difficulties with the language can create great confusion and even create situations that lead to the company’s bad reputation in the market.
If after reading everything that has been said so far you have got the flea behind your ear, we can guarantee that although it seems complicated to organize a multilingual support, there is no need to worry, you can for example outsource this service to the Your foreign client.
As the competition gets fiercer, there is no time to lose.
Finding spaces in the international market can be vital even for small businesses and why not?
Time to capture the opportunities that exist not only in Latin America but also in the rest of the world.
30 de May de 2016 in Blog, Career, knowledge, Productivity, Satisfaction
At the time of hiring always comes to the fore those old issues and headaches, as it is essential to maintain the good performance of the company.
We know that in general, at the time to interview, those responsible for the human resources of most companies likely to seek professionals with more experience. However, many times this doesn’t guarantee to be the ideal professional for the job.
And in fact many companies end up systematizing, and being so rigid in their processes that eventually their collaborators get used to live in an authoritarian culture, taking a little of brightness and initiative of them.
Hiring has direct relationship with talent, passion, vision and goals of each person; perhaps to get a broader picture of the candidate, we agree that a passionate person, motivated, willing to learn and do, might contribute and take ownership with greater ease of values and goals of the company.
Analyze these aspects when hiring a person is very important.
We are in a society that tends to hire based on years of experience (which is really valid and should be valued yes), but often worry about ONLY with this aspect can come to prevent the possibility of creating a community of work more competitive and compromised with the organization.
However, the few business culture has been changing, because currently the market need not only for employees, but rather of talents, whether they have a lot of experience or not.
After all, the new models of work (home office for example) require a new approach, which work by objectives and not by time, the appointment beating overtime.
But however, certain specific activities require experience and here comes the question: “who hire”?
Some points that may serve for your company:
What are the physical and mental skills that the job requires?
What are the set goals and how it relates to the rest of the employees or customers?
What training is required of the candidate, what level of preparation is adequate if you need specific knowledge or skills, a certain type of personality or vocational training?
What you prioritize when it comes to recruit its employees? You value talent and passion? You want someone who will help provide a competitive edge, which seeks every day growth or someone eternally operating?
Remember, the true leader, is creator of new leaders. It is time the mentality of a portion of our managers change because so many are losing competent professionals.
12 de May de 2016 in Blog, Help Desk, knowledge
If you are a fan of the film and comic book world, certainly eagerly awaited the premiere of Captain America: Civil War and should know all about the comics Civil War Marvel. And we like the genre admirers could not pass up the opportunity to talk about two issues that we love: support / customer service and nerd culture.
This promise to be one of the best films of Marvel (so far and hopefully not be wrong to guess) and in every corner there is a battle almost epic between duty geeks, fans of the genre, about the best team: #TeamCap headed by Captain America or #TeamIronMan led by Tony Stark.
Letting go a bit this focus on who will win the battle or what the best team, let’s make a fun exercise thinking as we IT managers, who are we? #TeamCap Or #TeamIronMan ?
Let’s see what each has to offer in terms of leadership?
As Steve Rogers, or better, as Captain America, an IT manager #TeamCap is defined first and foremost by its values, many of which may even seem too traditional, know how to use emotional intelligence to face their problems and defend their ideals.
There is nothing more important to him than the personal ties, old friendships (as the winter soldier), this means that this manager will always give the guy to beat for his team, even when errors occur.
For being the bridge between company executives and staff is one who knows how to listen to his players, motivating people is its key role as the leader of a team should play, he always puts the professional growth, technical training and trust in the environment.
In fact, the “traditional values” of the manager #Teamcap are so strong that he is willing to face and go against the “system” always thinking about the greater good, if he feels that this is distorting.
To create your team, the manager #Teamcap knows he has to add people who are experts in their fields and as the Captain recruits Ant-Man, this manager will seek the best in their area no matter where they come from.
But most important of all is that Rogers (or Captain) never surrenders, even when it seems that everything is wrong: stuck planning, budgeting needs to be reconfigured, there are challenges and more challenges … He shows no fear at these “opponents” and even He says: “I can do this all day.”
The #TeamIronMan manager on the other hand is just like Tony Stark, much more pragmatic and well inflated ego and simply love the technology, of course has values, but is far more concerned with innovation, even when this has some risk (remember of Ultron).
This manager believes all his skills and therefore the focus of its leadership should face align the work of his team with the organization’s strategic goals to better manage the daily activities of his department. We are always looking for ways to align IT with business needs and generate positive impact for everyone.
Perhaps Stark could be a little more daring, since it tends to have no problem working together with the “system” where it considers that it has the interest of others as priority, which can be misleading sometimes.
Many times this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.
Often this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.
To create his team the manager #TeamIronMan seeks to give opportunity to new people no matter who do not hold as much experience, as long as see them great potential. That’s why Spider-Man is perfect to work with him.
The most important of Stark (or Iron Man) is always on the move with his projects, always trying something new and in the first 45 times their attempts were not successful, but doesn’t matter he would try other 45 times.
What about you? #TeamCap or #TeamIronMan?
03 de May de 2016 in Blog, How to, Productivity, Satisfaction
Customer reviews can be a great benefit to the company and you need to know how to use them.
Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer sees the company.
Your opinion is formed based on purchased goods and services, but also, based on the service / post-sales / support being provided.
When treatment offered meets consumer expectations it is likely to be favorable to the company, but when the quality of service leaves to be desired, certainly will remain critical to all sides.
And the question is: How can companies take advantage of the negative reviews to improve, evolve?
It’s time the companies see customer critical, negative or positive character, as a diagnosis, as precious data that the consumer shares after all, believe it or not your company makes mistakes.
This client-side feedback can be very valuable if you consider and take advantage of it as it should be.
Identify the errors.
Customer opinions must serve primarily to identify errors that the company commits (of service, quality of product and support).
And usually the sector in charge of dealing with these dissatisfactions (both those related to their own work, as in other sectors) is the service area (either support, or SAC) and this is responsible for managing these critical and use them as a metric of improvement.
Identify improvement mechanisms
When the client issues a negative opinion, this is valuable information, because the message between the lines is “Improve, otherwise will lose to the competition,” this means that there is still hope to be able to meet customer expectations and remain in the market in spite of everything.
And often it can also be a sign that there is still hope for that complaining customer, who doesn’t leave the company, but warns upon his criticism
But what should be done? Talk, ask, about the mechanisms of improvement on actions the customer believes that they can optimize the product or service, as regards their expectations, because may be the dissatisfaction of many other customers / users and nothing better than feedback to give that help in time to improve.
After all, who better than our customers to shows us the way to improve quality in our products and service?
12 de April de 2016 in Blog, Help Desk, How to, Satisfaction
Manage talent, people, is not the easiest of tasks, especially in the case of IT; people management is an area that we should not overlook, whatever the size of the company.
You can always achieve something else (from any area of your business), provided that seek good solutions. Follow some advice to improve the human capital management in IT.
1. Know your talents
Google is a company recognized for its innovative management processes; call your human resources department of “People Operations”. The industry works through an approach of constant monitoring of the motivations and aspirations of its employees.
Obviously your company does not need to keep sophisticated Google’s data system on each member of your team, but you can follow the example seeking to know them.
The easiest way to do this is with regular meetings (and objective) with feedback and organizational climate research.
2. Understand what drives your employees
From the first advice you’ll know what motivates each member of your team and it will be easier to get the best of each.
Remember, not always money is everything. The preparation of a good career plan and reward programs can be more motivating for some employees.
3. Show your own mistakes
A sui generis advice is true, but consider the following: to submit to the team your own mistakes transmit to them more confidence to work, as well realize that they can also make mistakes, a good way to humanize before his subordinates.
This time can also be educational. It will show the subordinate that the important thing is to work to correct these errors as soon as possible. Actively working to solve the problem is more important than doing nothing.
4. Organizational climate.
The good relationship between employees is critical to increase productivity.
Invest in events, trainings putting together different sectors of the company, enabling the interaction between them, through a relaxed mood, outside the corporate environment.
06 de April de 2016 in Blog, Help Desk, How to, knowledge, Productivity
Believe me, if you manager of an IT project has not yet had the luck (or misfortune) to cross with someone hard to deal with on a project, do not worry, it’s just a matter of time.
This implies that you will need a lot of patience and strategy to cope with this kind of person in a friendly way (for good design!) Despite the possible obstacles.
But before, a very important notice: do not destroy bridges! Independent of genius difficult of their interlocutors, remember that all the people who collaborate in the project they want the project go well and reach your goal.
However, many times the war of egos can come to lose everything, if in a day you offer unconditional support, in the following may create a genuine turmoil because the progress of work is not being done exactly as they want, etc.
And doesn’t mean that they have changed their goals, they still want the success of the project, just for professional issues or character (or both together) move to the confrontation.
Don’t take this attitude as something personal and remember that business is just business, professional relationship apart. Whatever happens (of course we are not referring to the extreme, with blows, for example), do not burn bridges and dispose of these people just because they seem to be hindering the progress of work.
You must at first find ways to work with them to break the deadlock.
Now that we have this clear, we will focus on the tips (which can save your team).
4 Strategies to deal with difficult people
Identify and observe them carefully.
It must be done continuously, as stated before, if at first it is an active advocate in another moment can become a stone in the shoe.
But if you are attentive to the signs, his comments on the latest state of reviews, for example, you will not be surprised and have time to formulate possible strategies to minimize the influence of this turbulent personality before the team and the project.
Therefore it is very important to ensure that all channels of communication are always kept open to prevent possible negativity.
Listen carefully to what they tell you.
Try to be aware of where proceed negative comments and use of empathy to analyze this point of view, that’s right, put yourself in the person’s place. In this way you may be able to understand their motivations and goals and who knows even adhere to his or her logic (if it really comes to add to the project).
Make a conscious effort to understand the point of view and ask yourself: How much the opposite view affects the project? Is this perhaps another way to accomplish the project will bring no benefits? Among other issues … The idea is to try to find a meeting point.
Meet with the “rebels” one by one.
Try to gather or when possible to talk to the “rebels” individually.
In this way these people do not feel cornered against others involved in the project; it is important to avoid confrontation, avoid asking brusquely why they opposed the way the project was planned or is running.
Ask open ended questions about their opinions and what they think about the project, stage, etc, remember this is a professional relationship, isn’t personal.
Discover their concerns and motivations.
Discover the motives behind the opposition are a great asset. They are concerned that it will exceed the budget? They are concerned with more technical questions of order or personal? Anyway, many may be the reasons and if you achieves success in discovering the reasons guiding this approach therefore might create a strategy so that everyone is satisfied and continue despite difficulties.
If you can manage the people involved in a project effectively, listening to them and satisfying their needs over the course of a project, you can then benefit from the trust placed in you and your methods.
And that goes for everyone, not just for those who create conflicts…
Have you ever had to deal with difficult people in a project? How did you deal with the situation? Think about it!
29 de March de 2016 in Blog, How to, knowledge, Productivity
No matter how much experience you have, when it comes to projects you will often make a mistake, that’s a fact.
In this chat we want to address some bad practices or mistakes that appear in dealing with IT projects. True, there are many others, we can’t cover all these possibilities in a single text but is a warning.
And although we refer to essentially the management of IT projects, nothing prevents also serve for other types of projects.
Incorrect estimate/project planning
A very common mistake depending on many factors not always a solution at hand. For example, a customer with no clear goals, no official specifications, technical inability to set goals too optimistic or risky (surreal delivery times, reduced staff, unfulfilled tasks, zero quality management etc.).
In the case of this item we know that the sky is always the limit.
Bad distribution of roles in the development team.
This error is usually present when assign roles for availability and not competence.
The risk of delegating an inappropriate person for the job increases as higher is the level of responsibility of the same. A person can be excellent in a function or task and bad in others, so stay tuned.
Some simple measure can perhaps reduce this problem, for example to assess the professional profile of your employees carefully, keep in mind that as a project becomes more critical, the greater should be the empowerment of the managers, engineers, analysts, programmers, etc.
Assume instead of prove.
Dealing on the projects you should have maximum certainty. It is a classic fact that many managers when don’t have the information or it is incomplete assume they know. This is more dangerous to decide in uncertainty.
In the case of ignoring the essential factors, inquire them and formalize them. Get specific, realistic and measurable objectives of the project, time to start and delivery, available resources (technologies, budget, and personnel), requirements specification, risk, among others to prevent surprises or not if they occur, are limited.
Plan does not include all those responsible.
At this stage you should include all employees responsible for the project. In the case of missing responsible for the accuracy of the planning will be affected and this may hinder the understanding of the schedule and setting of targets.
This is particularly delicate in the case of directors. So it must have complete description of the roles of each team member in this project, design of the program, its phases, activities and tasks, the resources required for each activity, a good communication plan and risk management and the visible support a the least one of the company managers.
Embrace many tasks at the same time.
Be multitasking is today an advantage, mainly in terms of qualification. However, assume many tasks/projects concurrently can make the lowest performance and turn a brake for the whole team.
But then what should do for that not happen?
Well, in case of proven damage to productivity, reduce projects / tasks open at a 25% -50% (WIP – Work in Progress) is an alternative, you can also (if there is no other way) pause or even shut down some projects / tasks to keep open several that are never completed (question of priorities), using agile methodologies that save time without losing quality finally use quantitative methods of planning and control to enable a better distribution of work.
Lack of communication.
Communication is essential in a project. To establish communication is elemental needs a transmitter, a receiver, a message and a protocol.
The absence of these causes confusion, apathy and disorganization and to avoid this some initiatives are very important, such as planning meetings and most important interactions (so there is no loss of time with endless meetings), establish the standards, protocols and technologies to communicate.
Also ensure that any team member involved in the project meet the planning and means available to it, not rely on the software to implement the project, personal contact is often necessary.
Not knowing how to say no.
A project manager may be able to have all the data and tools needed to develop a good plan, manage it, ensure follow-up and achieve a good product.
However a personal characteristic of yours can place to lose the whole team, which is not able to say no. If a manager says no doesn’t mean that it is negative, saying not means that if recognizes the context, conditions and requirements and what is requested cannot be delivered in a timely manner.
Involves a good knowledge of the project and the team, the capabilities and estimates and what you want, what quality level you want to achieve.
Here we have the application of the previous item carried to the extreme, we refer to use the “no” in excess and not adapt to changes properly.
Many managers follow blindly the initial plan, underestimating communication, ignoring suggestions and criticism, forgetting to oversee the mechanical team and adjust your attitude and the plan to the inevitable changes that arise.
This type of manager will never be leader: little by little will feed the antipathy, fear and apathy of its staff members. Your projects can only be met if you have excess resources or a development team of extreme quality.
Too much macro or micro-management
Control freak, unplanned checks, integration solutions off schedule. These problems are usually quite common for managers without much experience or ignore the current tools of control and integration.
The micro-management is negative for the project and fatal for the whole team: not opens space for the development of the employees and nor for the initiative of these and generates widespread discontent.
These are just some of the mistakes and bad practices common in project management, of course there are many others that are out of this list and do so much damage to the project and the team.
What do you think about the issue? What others practices were left out? Do you agree?