BUSINESS OPERATIONS: Account Manager 101

If your primary responsibility is managing crew leaders, you’re likely “juggling a lot of balls.” That’s because you’re talented and important to your organization. You probably answer to the company owner or operations manager. You also have field employees under your jurisdiction, coming to you with requests for everything from  more equipment to time off. You, the account manager, must make a number of decisions on a daily basis. Feeling overwhelmed? Try some of these tips:

Learn Spanish. In today’s market it’s imperative that field managers speak the language of the people performing the requested tasks. You will earn a tremendous amount of respect from your crewmembers and supervisors, and you’ll enhance your potential for promotion.

First In. Each morning, arrive at the shop before your crew leaders. Prepare all instructions for the day so you have them ready as soon as crew leaders walk in the yard. Remember, your crews are paid by the hour, so keep them as productive and efficient as possible.

Yard Dog. Stay in the yard – not in your office – while crews load up in the morning, for two primary reasons. First, to quickly answer any questions crews might have and, second, to see that they leave the yard as quickly as possible. Getting out five to 10 minutes after starting time is very achievable for a good manager.

Paper Hound. Handle paperwork once   crews are on the road. This includes approving the previous day’s timesheets and routing  them to the front office before you leave. Also, use this time for other administrative duties, billings, ordering, scheduling, estimates etc.

Return Calls. While you’re in the office, return as many phone calls as possible. If you get in the office very early – say, 6 a.m. – you may have to take time later in the morning to return calls on your mobile phone.

Road Warrior. I expect account managers to leave the office every day as soon as the above tasks are completed. This may mean that you’re  gone before the front office staff arrives. Your primary duty is to manage the field crews and you cannot do that sitting in your office.

Training. Every day, you train people in your company on job quality, productivity and efficiency. On-the-job training is the quickest and most effective kind. That’s your job. Your supervisors will look at how well you develop and promote others in their careers. If you can make one of your crew leaders an account manager, that’s excellent. Remember, you can’t be promoted until you develop someone to take your place.

Quality. You’re responsible for the quality of the work your crews produce and you can only ensure quality if you visit sites and make observations. Crews do not need to be on-site at the time of your visit. Make notes, take pictures, etc., and show them to your crew leaders for training at the end of the day. You will not succeed if you do not produce high quality.

Customer Care. Many companies put account managers in charge of client communication. If this is your duty, visit a client every day and call others to stay in contact with them.

First In (Again). Be back at the office before your crews return at the end of the day. As crews arrive, meet with the crew leaders and ask about any client communication, equipment problems, etc., from the day. Look over the schedule board together and discuss what needs to happen tomorrow. Everyone wants to know what they are doing tomorrow before they go home tonight. This means you have to plan ahead and become organized yourself.

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Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Sponsored Content

Lawn and Landscape Marketing on a Budget

Digital marketing can feel overwhelming when you’re working with a limited budget. Websites, SEO, social media, and paid ads can quickly add up, but you don’t need to do everything to see results. By focusing on cost-effective strategies, you can still make a big impact without overspending.

Go Home – but only after your last crew has arrived. If you want to go home earlier, get your crews in earlier. This will also help in reducing overtime.

As a company, it’s fine to adjust these procedures as needed. Maintain your culture, but use these tips for better people management.