Making First Operations Hire.
The right hire at the right time can help you up level your business and scale for massive growth down the road. As a startup founder, your first hire might well be in a non-operations area. But how do you know when you're ready to hire your first operations employee?
#1. You're turning away work
If you simply don't have enough time to take on new work, a new employee can make a big difference. When a client contacts you to ask you to join in on a new project or refers you to a lucrative business associate, you'll know it's time to hire help by the way you feel as you say, "I'm sorry, but I can't take on additional projects at this time." But one of the biggest challenges of hiring someone full-time is the uncertainty. Instead of committing to a full-time employee, consider bringing in a contractor for a specific project. If the relationship works out, you will then have the option of either extending that worker's contract or offering him a salaried position.
#2. You can bring a new hire up to speed
Making your first operations hire means you need to be able and willing to spend the time necessary getting a new hire up to speed. They can't train themselves, after all. Bringing on an operational hire at a time when you can't devote the necessary resources to training them and helping them acclimate will only set them up for failure. Make sure you have a solid, workable plan to ensure your new hire gets what they need to succeed.
#3. Your clients are complaining
Of all of the reasons to hire help, this may be the most compelling. When customers are unhappy with the service you're providing, it's time to reevaluate things. It would be impossible to never rub a customer the wrong way at least occasionally. However, if the reason customers are complaining is because you're overextended and therefore unable to handle their requests reasonably, it's likely time to admit you can't do it all. Unhappy customers are especially damaging in a social media era.
#4. You have enough work to hand off
Don't hire a full or part time employee unless you know you have enough work to fill a full or part time job. As a small business owner, you can't afford to pay someone to tweet. Ask yourself if the tasks logically fit into one skill set? Are the tasks directly related to generating or retaining revenue? Will the work continue for the foreseeable future? If you're busy right now, but most of your contracts are up in six months, don't hire.
#5. Your clients can't reach you
If you're a client-based business, one telltale sign that it's time to hire help is that you cant return calls or emails in a timely manner. If your clients don't feel that they can reach you when they have a question, you'll be marked as inaccessible and they'll soon find someone else to help them. They'll also likely tell others about their experience with your company, keeping you from landing new accounts. You don't have to hire a second manager to handle those requests. Instead, you could bring someone in as a first line of defense, allowing that employee to answer simple questions and schedule meetings.
Final Thoughts...
If you're not ready to put the time in, consider the contractor route. It's less expensive and less of a commitment. You won't have as much control over the work, but I'd take a rogue contractor over an inept employee any day. Contractors don't get severance.
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