HUSBAND. FATHER. DISCIPLE OF JESUS CHRIST.
ENTREPRENEUR. MEDIOCRE GOLFER.
I’m John Jonas. I live in Utah and I founded OnlineJobs.ph. My life is better because of my Filipino OFS (Online Filipino Specialist). My team.
I had a normal “job” for 8 months after college and my biggest goal at that time was to be able to quit that job. I managed to quit back in 2004 and worked from home for myself ever since then.
When I first hired someone from the Philippines in January of 2006, I knew I was onto something special. Since then I’ve learned that for most people, life is definitely better with Filipino workers on your team.
Yes, because of my Filipino workers I get to play a lot of golf, spend a lot of time with my wife and kids, and get out backpacking in the middle of the week. I work for about 17 hours a week because of the amazing work they do. However it’s not just better for us; it’s better for them too.
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P.S.
I DON’T DO SOCIAL MEDIA…
MY OFS DO IT FOR ME.
How to improve work quality with VAs
Getting poor work back from my team has been one of the pitfalls of turning tasks 100% over to my OFS.
At times it has been really frustrating.
When something gets left undone and it seems so obvious to me, I get frustrated.
It has taken me years to figure out how to get better work done. Here goes.
1. Explain expectations.
In the Philippines, as an employee, it’s expected that it’s the boss’ job to make sure the job is done right.
In the US, it’s always the individuals responsibility. This is an expectations mismatch.
Explain that you don’t want to be the one making sure things are done correctly, this is their job.
2. Give a title and a role and a responsibility
Without a title and role, you’re the one in charge of X project.
– you’re the one in charge of outcomes
– you’re the one in charge of quality
Titles and roles are really important in the Philippines. Giving the title of “Customer Support Supervisor” and the responsibility of “help all customer service responses to be accurate and friendly and helpful” will go a long way to wards shifting the burden of responsibility from you to them.
Titles and roles help them take accountability.
3. QA
Hire a QA person. I did. I don’t want anything being sent to me for me to check it until
– you’ve double verified it’s great
– our QA person has checked it for accuracy and correctness and general greatness
– you’ve gone over it again
4. Quantity vs Quality
In the Philippines, Quantity is more important than quality. It’s reinforced from a young age.
Then, you as an employer double re-inforce it.
– You use a time tracker which says to them “I care that you’re busy, and that you spend your full time being busy.” I know that’s not your intention, but it’s what you say anyway.
– You ask why the queue isn’t completed.
– You urge them to get this tax done or get that task done.
They think quantity of work done is more important than the quality of the work.
Change this.
5. Have a conversation
At one point I told my team members “I want your work to be impressive. Impressive is the standard….”
I don’t want anything to come across my desk that isn’t impressive.
I recently had the conversation with them about quality vs quantity. It was eye opening for both them and me.
Have a conversation with them about it.
I’ve had to learn these things on my own. You have this framework from which to start.
Here’s the last thing.
IT’S NOT ABOUT THE SPECIFIC PERSON.
“This person” usually isn’t the problem. If you keep the system the same and hire another person, you’re likely going to get the same (poor) results.
John
www.OnlineJobs.ph
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