Fostering Clear Communication in a Results-Only Work Environment (ROWE)

by | Nov 3, 2025 | Business, business growth, Customer relationships, KPI, Leadership, life work balance, Mastery, office management, Outsourcing, Productivity, remote meetings, Remote Office Management, ROWE, Team Work, Time Management, Virtual Assistant, working from home, working remotely

In our ongoing exploration of the Results-Only Work Environment (ROWE), we’ve examined the importance of autonomy, trust, and productivity in creating a successful and sustainable workplace culture. A critical aspect of this framework is effective communication, which ensures that employees understand expectations, collaborate effectively, and maintain a sense of connection within the organization. In this fourteenth installment, we’ll discuss setting communication expectations, implementing effective communication strategies, and maintaining a collaborative and connected environment in a ROWE setting.

Setting Communication Expectations

Establishing clear communication guidelines is essential for fostering a successful ROWE. Consider the following strategies to set communication expectations:

  1. Define communication channels: Determine the primary communication methods your organization will use, such as email, instant messaging, video conferencing, or project management tools. Ensure all employees are aware of these channels and know how to use them effectively. Establish specific protocols for each channel, such as using email for formal communication and instant messaging for more casual or urgent matters.
  2. Create response time guidelines: Set expectations for response times during work hours, including how quickly employees should respond to messages or requests. Clarifying these guidelines can help prevent misunderstandings and ensure timely communication without imposing strict work schedules. Take into account the different roles within your organization and adjust response times accordingly, considering factors like client-facing roles or team dependencies.
  3. Establish communication protocols: Develop standardized processes for sharing information, providing feedback, and managing conflicts. This may involve creating templates for common communications, outlining escalation procedures, or defining specific roles for communication within teams. For example, you could designate a communication lead within each team to ensure that information is disseminated effectively and efficiently.

Implementing Effective Communication Strategies

In addition to setting clear expectations, implementing effective communication strategies is crucial for maintaining open and transparent dialogue in a ROWE. Consider the following approaches:

  1. Regular check-ins: Schedule regular check-ins with employees to discuss progress, goals, and challenges. This can help ensure that everyone stays on track and provides an opportunity for employees to raise any concerns or questions. Use a combination of one-on-one and team check-ins to address individual and collective needs.
  2. Team meetings and collaboration: Schedule team meetings to facilitate collaboration, share updates, and provide a platform for idea exchange. These meetings can be virtual or in-person and should have a clear purpose to avoid wasting employees’ time. Encourage active participation and make sure all team members have the chance to contribute and share their perspectives.
  3. Feedback and recognition: Encourage employees to give and receive constructive feedback, share successes, and acknowledge the contributions of their colleagues. This can help foster a positive and supportive work environment while promoting personal and professional growth. Implement formal and informal feedback mechanisms, such as performance reviews, peer-to-peer recognition programs, or even a simple “kudos” channel on your communication platform.

Maintaining a Collaborative and Connected Environment

Creating a sense of connection and collaboration is essential for employee engagement and satisfaction in a ROWE. Consider the following strategies to foster a collaborative and connected environment:

  1. Social events and team-building activities: Organize virtual or in-person social events and team-building activities to help employees bond and build relationships. This can help counteract feelings of isolation that may arise in a flexible work environment. Engage employees in the planning process to ensure activities are inclusive, enjoyable, and reflect your team’s unique interests and dynamics.
  2. Open knowledge-sharing platforms: Establish channels or platforms where employees can share knowledge, resources, and best practices. Encouraging a culture of knowledge-sharing can help employees learn from one another, improve their skills, and enhance overall productivity. Examples include internal wikis, discussion forums, or even regular “lunch and learn” sessions where employees share their expertise or experiences.
  3. Encourage informal communication: Create spaces or opportunities for informal communication, such as virtual water coolers, coffee breaks, or social media groups. This can help employees maintain a sense of connection and camaraderie, even when working remotely or on different schedules. Encourage managers to lead by example, participating in these informal channels and fostering an open and approachable atmosphere.

In conclusion, clear communication is essential for fostering a successful Results-Only Work Environment. By setting communication expectations, implementing effective strategies, and maintaining a collaborative and connected environment, organizations can ensure that employees feel informed, supported, and engaged. This, in turn, can lead to increased productivity, satisfaction, and retention in the ROWE framework.

Showcasing Success: ROWE Implementation Stories and Their Impact

by | Jun 15, 2025 | Business, business growth, Customer relationships, Leadership, life work balance, Mastery, Outsourcing, Productivity, remote meetings, Remote Office Management, ROWE, Team Work, Time Management, working from home, working remotely

giftOver the course of this blog series, we’ve explored the many facets of a Results-Only Work Environment (ROWE) and how it can revolutionize the modern workplace. In this tenth installment, we’ll examine real-world examples of organizations that have successfully implemented ROWE, distill lessons learned, and highlight the impact of ROWE on employee satisfaction, productivity, and retention.

 

 

 

Examples of Organizations Successfully Implementing ROWE

Several companies across various industries have embraced the ROWE approach and witnessed positive outcomes:

  1. Best Buy: Facing a high employee turnover rate in their corporate headquarters, Best Buy adopted ROWE in 2004. The shift resulted in a significant reduction in voluntary turnover, improved productivity, and higher employee satisfaction.
  2. The Gap: The retail giant implemented a ROWE pilot program in their corporate offices, leading to an increase in employee engagement, productivity, and overall job satisfaction. This pilot program was particularly effective in promoting a better work-life balance for their staff.
  3. Sun Microsystems: The technology company adopted a flexible work policy similar to ROWE, reporting improved employee satisfaction, reduced real estate costs, and increased productivity. Sun Microsystems found that their ROWE-inspired policy allowed for reduced office space and lower overhead costs, leading to a more profitable company overall.

Lessons Learned and Practical Takeaways

From these case studies, we can gather several essential lessons and practical takeaways for organizations looking to implement a ROWE:

  1. Clear communication: Successful ROWE implementation requires transparent, ongoing communication between employees, managers, and leadership. Ensuring everyone understands the expectations, goals, and benefits of ROWE is crucial. Best Buy, for instance, found that educating their staff about the new ROWE approach was essential for its successful adoption.
  2. Proper training and support: Equipping employees and managers with the necessary skills, resources, and tools to navigate the ROWE environment is essential. This may include workshops, mentorship opportunities, or providing access to relevant technology. In the case of The Gap, their pilot program offered support and guidance for employees as they transitioned to the new system.
  3. Empowering employees: ROWE is built on trust and autonomy. By empowering employees to manage their time and take ownership of their work, organizations can foster a sense of responsibility and accountability. Sun Microsystems found that giving their employees the freedom to work on their terms led to improved satisfaction and productivity.
  4. Flexibility and adaptation: No two organizations are the same, and ROWE implementation may require adjustments to accommodate unique needs and challenges. Being open to feedback and willing to adapt the approach as needed can help ensure success. The Gap’s ROWE pilot program was adjusted over time based on employee feedback, resulting in better outcomes.

Impact of ROWE on Employee Satisfaction, Productivity, and Retention

ROWE’s impact on employee satisfaction, productivity, and retention can be significant:

  1. Employee Satisfaction: By providing autonomy, flexibility, and work-life balance, ROWE can lead to increased job satisfaction and employee engagement. When employees feel valued and trusted, they are more likely to be satisfied with their roles and organizations. This was demonstrated by Best Buy’s implementation of ROWE, which led to increased satisfaction and reduced turnover.
  2. Productivity: With clear goals and expectations in place, ROWE enables employees to focus on their core responsibilities, leading to increased productivity. Additionally, a more engaged workforce is often more efficient and committed to achieving organizational success. Sun Microsystems experienced improved productivity as a result of their ROWE-inspired work policy.
  3. Employee Retention: ROWE’s emphasis on trust, flexibility, and empowerment can contribute to improved employee retention rates. When employees feel supported, valued, and satisfied, they are more likely to remain with their organizations long-term. The Gap’s ROWE pilot program led to increased employee engagement, which often correlates with improved retention rates.

In conclusion, the Results-Only Work Environment has been shown to have a positive impact on employee satisfaction, productivity, and retention when implemented successfully. By examining the experiences of Best Buy, The Gap, and Sun Microsystems, we can learn valuable lessons and best practices for adopting a ROWE approach in our own organizations. With clear communication, support, and flexibility, businesses can create a work environment that fosters satisfaction, productivity, and loyalty.

How Do You Like YOUR Latte?

by | May 20, 2024 | Business, business growth, Customer relationships, Leadership, Mastery, Outsourcing, Productivity, Remote Office Management, Team Work, Virtual Assistant, working from home

virtual office assistantI have a friend who worked as a Barista at a well-known coffee shop. She tells the stories of guests who would return their latte because “it just isn’t right”. After making thousands of lattes she understood that what is ‘right’ to the recipe isn’t always ‘right’ to the customer. She learned to ask probing questions such as “is it too sweet? Too milky? Too much coffee?” By requiring the guest to be more specific, she was able to fix the problem quickly. In short, she learned to speak the language of guests’ expectations.

Hiring a remote support professional can be a little like that, except you’re the guest whose latte isn’t quite ‘right’.

When you hire someone to do a job you have a number of expectations about how the job ought to be done. It can take time to learn how to talk about the tasks you need accomplished. It can be difficult to accurately define the quality, feel or essence of a job that needs doing. You might think it is simple, yet you understand all the reasons you do it THIS way, and perhaps even all the reasons you DON’T do it another way. Your ‘right’ isn’t the same as everyone else’s. Often this skill is learned through trial and error.

To start learning this skill you just have to begin. One options might be to choose a small one-off task that can be outsourced with limited risk to your organization. It could be a mailer that needs to be written, or a spreadsheet that needs cleaning up. Just a couple of hours’ worth of work. Find a resource who can do the project for you and see how it goes. If they do a good job, you have a great product and good return on your investment. If they don’t meet your expectations, ask yourself how you could have communicated better.

Then try it again.

In this way you learn to speak the language of your expectations and your business in such a way so your resource can grasp what you need and want and meet those expectations the first time!

Check out our Nine Guidelines to Outsourcing to help you find your remote support groove.

Tick tock, tick tock…

by | Mar 24, 2024 | Accomplishments, Business, business growth, Customer relationships, Leadership, Marketing, Mastery, Productivity

As the needs and wants of society change, the requirements of many suppliers of goods and services change as well. Changes in technology and the ways to manage them, such as those mentioned in Forbes article on this topic, current issues and other innovations have made it so businesses must be mindful of how these have an impact on their business offerings. So how do you know when it’s time to change or at least time to think about evolving your business?

 

Consider some of the following indicators as potential flags for a business in need of evolution:

  1. Current clients have chosen to move to other companies for the goods and services you once provided to them;
    2. There doesn’t seem to be any new business coming in;
    3. There have been significant changes within your industry;
    4. Service gaps discovered while challenging your knowledge and client requests.

 Current clients bring in revenue for your business, so as business owners we do all we can to ensure they are happy with the service and deliverables received. Some of the more common reasons for losing clients are either they are unhappy with the service received, the product delivered, or how much that product costs, but in many cases, businesses have worked hard to deliver a quality product, have remained professional and researched prices well enough that they align to the market. At times we hear business owners say, “I did all of that, but they still moved on.” In these cases, it is possible that the client simply didn’t need the product anymore as it is in its current state. Perhaps some enhancements can be made to your current offerings to provide a little more to clients to give you an extra edge over competitors. A few examples can be found in this Entrepreneurship in a Box’s article. It’s fantastic when current clients hang with us but to continue business growth, new customers are also needed. Positive word of mouth from existing customers is one of the best ways to create this organic growth in customer base, but if you need to go out to find them, you need to get out there. Try attending tradeshows, updating your marketing strategy and image and networking through newer types of media.

To manage both the maintenance of current clients and the acquisition of new clients it may be necessary to take a look for gaps in your current offerings. It’s nice to think we’re doing all we can, but perhaps there are areas you can educate yourself on to provide a more complete solution to clients. Maybe you are a bookkeeping wizard, but new accounting software has come out that you’re unfamiliar with, and you have begun to see a client need related to that software. It might be time to evolve and learn the software to fill in that gap to offer that complete bookkeeping solution.

Innovative changes happen constantly and will continue to do so, with or without you.

When your industry starts to change it may not be very noticeable at first but over time you may see your competitors changing and evolving with innovations and there may be a reason for it. When changes in technologies and how a client’s function in their activities happen, suppliers to those clients also need to evolve and innovate. Check into each of your products and services to see if they are all still applicable or if they have grown stale. If you’re wondering how this can be done, check out this interesting Info Entrepreneurs article touching on some of the ways to innovate.

 

 

Raving Fans

by | Sep 10, 2023 | Brand Image, Business, business growth, Customer relationships, Leadership, Marketing, Mastery, Productivity, Remote Office Management, Time Management, working from home, working remotely

raving fan imageOne of my favourite business books is “Raving Fans – A Revolutionary Approach to Customer Service” by Ken Blanchard and Sheldon Bowles.  Published in 1993, the concepts in this book are as relevant today as they were then – perhaps even more so. One of the best ways to increase customer retention is to simply over deliver whenever possible. Giving your customers or clients more than they were expecting is a great way to keep them returning to your store or website (read: “raving fan”).

Who doesn’t like to get free stuff?

How can you over deliver to your customers as often as possible? Here are some unique customer service ideas to get you started (not surprisingly, it’s the little things that count and it doesn’t have to cost much).

  1. Give your customer a bonus, this could be a sample product, access to a coaching call or access to a private mastermind;
  2. Send them an article or a website link about something you know they’re interested in;
  3. Offer your customer a coupon for a discount on their next purchase. This also helps to get your customers visiting your store or website again. You could also offer a free sample, a consultation or a buy one get one free;
  4. If you offer a service, the best way to over deliver is to get the project finished ahead of time. Beating deadlines is a wonderful way to add value to your own offers and gain lifelong customers;
  5. Small gestures can go a long way in gaining appreciative customers. Sending a handwritten thank-you note by regular mail is one way to achieve this. Other small gestures include sending birthday and anniversary cards, or any number of other card ideas. (Tip: ‘Lumpy mail’ gets opened more often than flat mail…)
  6. Why not set up something such as a Customer of the Month or Customer Shout Out. Here you would thank your customer or highlight something they did that you thought was really cool;
  7. Invite them on an outing at your cost and go with them – a round of golf, a cycling trip, concert, festival. This is a fantastic way to build rapport with your customers and shows them you care.

Don’t forget to celebrate with your clients and customers and even fellow business owners. If they win a new contract or make a significant improvement in their business, send them a card or small gift. This sends the message that you’re paying attention.

Another fantastic way to over deliver to your present customers is to network with other business owners. Refer local businesses that offer quality services and products, which you do not carry. By doing this, you create resources for your customers and clients and you also help support local business. Always be sure to check out these sources first though because your reputation is on the line. You don’t want to recommend a bad resource or product to anyone.

 

 

The High Price of ‘Doing the Paperwork’

by | Aug 13, 2023 | Business, business growth, Customer relationships, Leadership, Marketing, Mastery, office management, Outsourcing, Productivity, Team Work, Time Management, Virtual Assistant, working from home, working remotely

When you think of the most expensive admin assistant on the Planet, you might think of someone like Tony Stark’s assistant who puts up with all his quirks, but who is handsomely paid for her hardship. Or a billionaire’s assistant who is available 24/7 and at a moment’s notice may be called upon to drop everything and jump on a plane to Tokyo to attend meetings with their boss. You might think that…… and you would be wrong.

YOU.. yes.. you… are the most expensive admin assistant on the planet.

How can this be true? It’s because studies show that administrative tasks take up as much as 25% of an organization’s time.

So, what does this mean? Before we even talk about the dollar cost of this truth let’s talk about time. As a business owner, working a very conservative 60 hours a week, this equates to 15 hours per week. Which may not seem like that much, but how about when we look at the annual cost of this truth?

720 HOURS per year the average business owner spends on administrative tasks, that’s THREE MONTHS!  Take that 720 hours and multiply by your client charge out rate.  Not only is that a lot of money for doing back-office work that you shouldn’t be doing in the first place, it’s also money you haven’t billed because you’ve been doing “the paperwork”.  If you outsourced these tasks alone at a much lower rate (hopefully) than you bill your clients, just think what you could do with an extra three month’s worth of time and a whole lot of extra money every year!!!

  • How could your organization grow?
  • What activities could you do with your family?
  • How could you invest in your network and members?
  • How could you serve your community?

If you have ever thought, “if only I had more time…” (you know that’s just an excuse, right?!?) and yet repeatedly find yourself burning the midnight oil filing invoices, inputting information into a database, updating your social media (or wishing you had time for social media)…

Everyone has the same 24 hours in a day so why not change things up and use those hours to full advantage?