Season 10: The Manager's Perspective
From Office to Online: Adapting Management Styles with Mike Fariss
Podcast Audio Only:
In this episode, we met Mike Fariss, Senior Customer Service Manager at Zep Sales and Service. We delve into Mike's management style, the transition to remote work, and the hiring and people management approach. He emphasizes clear expectations, proper training, and a fair performance improvement process. Mike also discusses the need for a welcoming approach to one-on-ones and the importance of understanding the root causes of performance issues.
Our conversation provides valuable perspectives for managers and employees on effective workplace dynamics and the hiring process.
Mike's journey began in the bowling industry, where he climbed the ranks to management before joining Zep 24 years ago. Over the years, his management style has adapted, particularly with the shift to virtual management during the pandemic.
Regarding hiring, Mike looks for relevant experience and skills on resumes, especially for customer service roles. He values experience in call centers, sales interactions, and problem-solving abilities. During interviews, he prefers open-ended questions to understand a candidate's personality and how they would fit within the team.
Faced with two equally qualified individuals, Mike relies on interview responses and input from his team members to discern subtle differences. This collaborative approach ensures a fair and comprehensive evaluation, highlighting the importance of considering different perspectives in the hiring process.
Mike and I discussed the nuances of interviews, including how candidates present themselves. He mentioned that some candidates might appear indifferent, which can be a red flag. Mike's interview technique is unique; he avoids the traditional power dynamic of sitting behind a desk, opting for face-to-face interactions to create a comfortable candidate environment, when in person.
Once hired, Mike conducts one-on-ones without the barrier of a desk for in-person interactions, fostering a non-alienating atmosphere. He uses data to create Performance Improvement Plans (PIPs) and believes in giving employees a fair chance to correct their course. Mike emphasizes setting clear expectations and providing proper training to ensure employees understand their roles and responsibilities.
Mike's approach to management is rooted in clarity and support. He insists that employees should never be reprimanded for something they weren't trained to handle. By laying out clear expectations and ensuring comprehensive training, Mike believes that most performance issues can be resolved, and employees can turn their performance around.
As a manager, it's crucial to communicate expectations, provide proper training, and create a supportive environment for your team.
For employees, being assertive and seeking clarity on job expectations can lead to a better relationship with your manager.
Remember, whether you're a manager or an employee, the key to success lies in open communication, mutual respect, and a willingness to learn and grow together.
Connect with Mike on LinkedIn here: https://www.linkedin.com/in/mike-fariss-53571b9/
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