Trust, But Verify
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If you want to grow your business, you have to have good people to delegate functional work to. Otherwise, you become the bottleneck and risk making customers unhappy.
Many years ago, I remember learning the lesson of delegation early while working an engineering project. I had a designer working on new revisions for drawings of a machine assembly I was engineering. We talked about what changes needed to be made. I repeated and reviewed the specific changes with him.
Well, I thought by talking through those modifications that professionals get their job done because that is inherent. I had not learned to trust, but verify.
A few weeks later, after we went to prototype and fabricate of the parts, the assembly did not fit together. I was perplexed. I frantically measured all the components and to my dismay, I found that we produced parts from old drawings. There was a mix-up in what was communicated to the toolmaker.
I thought the designer had handled the updates, but that was an assumption. It was a very expensive retooling because the revisions were not communicated to our manufacturing partner.
We had many other revisions that were managed fine previously. This happened to be one of those that did not get communicated, though the work was done.
My business education benefitted though the project budget ballooned from my mistake. I learned a very hard lesson to trust, but verify. When you have teams or disinterested parties, the risk is high for a bad handoff or miscommunication.
Trust, but verify is risk management. We need it because, despite good intentions, humans are fallible. We are terrible at executing consistently. When there’s a handoff, I like to:
- Explain what I need
- Have the person let me know they understand by explaining back
- Documenting it with an email
- Reviewing if we met the spec/requirements of the handoff
- Provide praise and gratitude for a job well done
I think that last point of gratitude is important because it makes working together easier the next time based on trust. Also, I like letting people know what they did well. We all need encouragement and honesty as feedback.
You may have heard the phrase, “Trust, but verify.” Usually, people learn this lesson from pain. Hopefully, you can create your own approach that consistently makes handoffs and delegations a core, robust way you grow your business through delegation.
My Dad was a Creative Director all his life. I spent my youth working in the agency, and the apple didn’t fall far from the tree. All those experiences made me into a thinker, dreamer and doer that specializes in integrated branding, marketing, digital and public relations services. I feel my key value to clients is the ability to turn creative concepts into analytically driven marketing plans and tools with greater stopping power & relevance, leading to greater results.
May 26, 2020
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