What Happens When You Assign a Task?

A Message to Garcia

Before the start of the Spanish American War in 1897, U.S. President McKinley needed to form an alliance with the Cuban rebels who were fighting the Spanish for independence. The leader of the rebels, General Garcia, was somewhere in the vast mountains of Cuba and could not be reached by mail or telegraph.

The President heard about Rowan, a man who could accomplish the impossible. He gave Rowan a letter to deliver to Garcia. Rowan did not ask, “Where is Garcia?” or “Who is on my support team?”

Instead, Rowan “. . . took the letter, sealed it up in an oil-skin pouch, strapped it over his heart, landed by night off the coast of Cuba from an open boat, disappeared into the jungle, and in three weeks came out on the other side of the Island, having traversed a hostile country on foot, and delivered his letter to Garcia . . .” *

What Happens When You Assign a Task?

If you are like most practice owners, you know how unwilling employees can cause you stress.

When assistants misunderstand what you want, you feel stress. When staff members chat all day, you feel stress. When employees explain how things can’t be done, you feel stress.

If you ask your office manager, “Give me a report for the past three months’ accounts receivable broken down by payer,” does your office manager act like Rowan and get you the report?

Or does your office manager say, “Do you mean from the computer?” “Shouldn’t Jill do it?” “Is next week okay?” or “Can we get the computer guy to do it?”

If your office manager says, “I can’t” by words or action, do you give up? Do you decide to just get the report yourself?

Or does your manager simply get you the report despite all the difficulties involved?

Who Are Your Rowans?

Competent, willing employees do everything you need and want. Once they understand what you want, they don’t ask questions, but figure out the task and get it done. These “Rowans” fight through thick jungles, climb rugged mountains and make it go right.

Other employees try to throw them off. “Why are you working so hard?” “Did I tell you about my new puppy?” “You’re a butt-kisser, aren’t you.” Yet, your Rowans ignore the distractions and get the job done.

Such employees are rare. They are difficult to recognize as they come in all sizes, races, genders, ages and appearances. However, when one of them works for you, you have no doubt you have one.

Recommendations

Great practices are built by great people. It’s your job to find them and keep them.

Replace your incompetent, unwilling employees. Even if understaffed, your practice will do better.

Hire people who can carry messages to Garcia. Constantly look for them wherever you go: malls, banks, restaurants, Starbucks and so on. Education, experience and loyalty are less valuable than competence and willingness.

When you are lucky, and get Rowans on your staff, treat them with respect. Give them bonus plans that allow them to increase their pay on their own. Make it clear what you want and let them get to work.

Keep your Rowans challenged. Give them as much responsibility as they can handle. Back them up.

Expect greatness from them and they will deliver the impossible for you.

Continue to improve your skills as a Practice Owner.

Fill out our Practice Owner Questionnaire to find out how your management skills are doing.

Have A Great Week! Brian Rakestraw, Managing Partner

* From the article “A Message to Garcia”, Elbert Hubbard. Since 1899, the article has been reprinted 100 million times. Read the original article here.