In a very generalized statement, I would say that the average Ops employee is more of an introverted personality. They are detail oriented, diligent, organized, factual, reliable, supporting, trusting, objective, consistent, considerate, etc. This is what makes them great at their jobs. In the same generalization, most salespeople are extroverted personalities. They are dynamic, interactive, bold, fast-paced, action oriented, sociable, focused, friendly, bold, etc. Again, it’s what makes them great at their job.
What we fail to ever talk about is the difference between these two generalized personalities when they are under stress. Under stress, the average operational employee becomes bland, suspicious, reserved, cold, indecisive, stubborn, docile, etc. Meanwhile, the average sales employee, under stress, becomes controlling, overbearing, intolerant, dramatic, hasty, aggressive, frantic, etc.
The operational employee doesn’t understand those characteristics as stress, as they do not personally deal with stress in that way. They tend to view those characteristics as “personal attacks,” which compiles everyone’s stress. (Disclaimer, there is a difference between natural stress responses and abusive behaviors. We will not tolerate abusive behavior from anyone). Same with sales. When sales see the “stress qualities” from ops, they see them as “not caring”. If both sales and ops could understand how both sides show up when stressed, we might be more gracious with each other and probably more efficient.
Operations Struggles
The operations employee is feeling all those things. In some cases, they have experienced a loss of income, the perceived “personal attacks'' from sales, anxiety about their future and their company’s future, pressure of quality, challenging loans, and the feeling as though they do not feel like they are working for the “same company” they once prided themselves on.
So, what do you say, as a leader, to an ops employee during this time? I would say that most companies will make it through this storm. People will always buy/sell houses and mortgages will always be needed. We are an industry that provides one of the three basic human needs: food, clothing, and shelter. Everyone will not lose their job during these times.
As hard as it is, I encourage every operational employee to wake up every day and remember that they are professionals being paid to do a job. As an op’s employee, it is our job to extend amazing customer service, despite how the client or sales partner is responding. It is our job to read our AUS feedback, look at the documents, restructure loans and ensure salability and ability to repay.
It is our job to show up and give that 100%. It is our job to continuously improve and demand excellence out of ourselves. It is our job to realize the difference between sales stress and ops stress. To understand your clients’ needs and frustrations. To understand your sales partners’ needs and frustrations.
‘Read The Room’
As I say to my team, read the room. That is your job. If you find yourself with an abundance of free time, ask to help even if it’s outside of your department. Ask for educational classes and opportunities to learn more about your industry and various positions. Go the extra mile. I know pushing yourselves to go the extra mile, after what felt like a marathon for the last two years, is hard. Unfortunately, no company is choosing hard right now. The market is dictating the hard and it is completely out of our control.
Remember, the market will stabilize, and life will return to a new normal. The anxiety will, once again, dissipate. This industry has unique ebbs and flows. Some refer to it as a feast or famine industry. That is the reason this industry pays very well.
So, try and put the anxiety aside. Rise up and push through that final mile. On the other side of this, your beloved cultures will be restored, and life will finally balance out. If sales and ops could appreciate and respect the simultaneous stress, we are all under, we could truly help each other through these times, instead of harming each other.
As for those of you who are leading an operations team during these times, my heart goes out to you. I have never felt pressure and stress like I have this year. Keep making the hard but necessary decisions, keep leading in confidence and keep acknowledging the daily realities of your operational staff during these times. As an industry, let’s show our leaders some grace. These are some of the toughest decisions they will ever have to make, and I believe everyone is truly doing their best.