10 ways to become a great Inside Team Lead
Posted by Geoff Alexander on Mon, Oct 11, 2010 @ 10:02 AM
Our inside sales training courses have included a large number of people in the position of Team Lead. They carry quotas just like the reps with whom they work, but they also have a management function, although they’re not yet inside sales managers. If you are a Team Lead, or want to become one, this post is for you.
Last year, I published a terrific post from veteran sales rep Pete Tarbox on what it takes to be an effective Inside Sales Manager. The Team Lead position is different, in that there are fewer admin, personnel, and quota responsibilities, but it’s a meaningful training ground for management. It’s got its own challenges, as typically the Team Lead now has a role elevated above that of his or her former inside sales colleagues. This position is often the first management role the individual has ever had, and it’s decidedly a learning one, a combination of on-the-job training and mentoring by his or her manager. Here are ten important items every Team Lead should consider:
1) Have a discussion with your reps about mutual expectations, what they expect (and don’t expect) of you and vice-versa. If you haven’t done it before, do it now, as it improves team communication dramatically.
2) Have a pipeline meeting with each rep once per week to discuss critical accounts and quotas. Ask what you can do to facilitate him or her meeting the monthly quota, and dividing it up by a factor of four (four weeks per month) to address challenges before they become problems.
3) Praise in public, correct in private. Share success stories liberally on a daily basis, and keep remediation meetings with individual reps private.
4) Set a great example. Arrive on time every day and leave no sooner than the end of a work day. That’s what you expect from your reps, isn’t it?
5) Make sure you’re not in the “gossip pool.” Your role has changed, so when a former peer comes to you with a juicy tidbit about the social life of a co-worker, politely but firmly tell that person that as a Team Lead, you can no longer be privy to those items. This is one of the more challenging aspects to evolving into management, and it’s all about understanding that your role within the organization has changed, and you’re playing by a new set of rules.
6) Treat everyone equally and fairly. Word gets around fast if you’re playing favorites, and it demotivates team members if they feel there are two sets of rules.
7) Strive for consistency. Avoid postponing scheduled meetings with team members unless you’re pulled away by upper management. Yes, you’ve got a territory to manage, too, but the success of your team depends on you, and your emerging management skills will be judged on how well your team performs. It’s very easy to focus more on your own quota, but your potential success at becoming proficient at this juggling act is why you’ve been selected as a Team Lead.
8) Be the “go-to” person for any questions regarding your products and services, and become an in-house expert on your CRM database. Particularly in the case of the latter, this may involve “homework,” so it’s a good practice to play with the database during non-work hours until you know it backwards and forwards.
9) Support your reps. Occasionally you’ll have to act as an advocate when a rep feels he or she has a beef. If you feel he or she has a legitimate concern, take it to your management to se if it can be resolved. And if the problem is spurious, work with the rep to explain why, and give professional reasons.
10) Be upbeat and positive. Regardless of the fact that your own territory may be having a rotten day, you can’t afford to let it show. Your entire team is watching how you perform, and how you deal with unfavorable situations. And you’ll expect them to behave the same way, so lead by example. As a Team Lead, you’ve got a great job, better pay, elevated responsibilities, and you’ve taken the first step toward management. That’s all positive!
So have a great time being a Team Lead, and accept all challenges as a wonderful opportunity to learn more. And add these 10 behaviors to your Best Management Playbook.