Rosalind Resnick, a former business and computer journalist who built her Internet marketing company, NetCreations, Inc., from a two-person home-based startup to a public company that generated $58 million in sales, is the Founder and CEO of Axxess Business Centers, Inc., the leader in strategic consulting, business plan development and outsourced financial and marketing services for startups and emerging businesses. She co-founded NetCreations in March 1995 and served as the company’s CEO and President until December 2001, pioneering the concept of 100% Opt-In® email marketing in 1996 and spearheading the company’s successful IPO in 1999. Rosalind also hosted America Online’s NetGirl Forum, one of the Internet’s most popular online dating services, from 1995 to 1996.
She shared a story with us about people management; it is also in her new book, found here:
I’ve found out the hard way that a management style that’s all stick and no carrot can end up driving employees away. Back in early 1998 when I moved NetCreations from my brownstone in Brooklyn Heights to a sleek, second-story office in SoHo, our little email marketing company had grown to four employees in addition to me and my partner. Back at our home office where everyone sat in two big adjoining rooms, I could see and hear what our employees were doing and catch any mistakes they made in managing accounts or making sales. Once we moved to SoHo, I took the big window office for myself and put our three sales and customer service staffers in the main room by the hallway. My partner, our CTO, worked with our tech guy in the office next to mine. It was a disaster. Without the hands-on coaching I used to give them, our three-person sales team starting dropping balls left and right. Angry customers started calling to demand their money back. No matter how many times I went over and over the same things, our little gang just couldn’t seem to shoot straight. One Friday night after a long and trying week, my partner and I (who had already hired an experienced sales manager who was scheduled to start the following Monday) decided it was time to fire our sales staff and start over with a clean slate.
That Monday morning when I got to the office, I was surprised to see that no one was there. Usually, our sales reps showed up by 9 AM and I came in a little later. I walked past the empty desks and into my office. As I sat down in my chair, my heart sank. There on my desk were four resignation letters and four sets of keys. Apparently, our sales reps were not as dumb as we thought. Sensing our frustration with their performance, they had ganged up with the tech guy (who we had actually wanted to keep) and quit before we could fire them. To drive the point home, they changed the screen savers on their computers from our company logo, “100% Opt-In Email Marketing” to “100% Opt-In Turnover.”
I was crushed. It’s one thing to complain to your partner about incompetent employees — it’s quite another to have them all walk out the door on the same day. And, even though our new sales manager decided to stick it out and we quickly replaced our old sales reps with people who were a whole lot better, I realized that I had to change my management style effective immediately. So, the next day, I ran out and picked up a stack of books on how to be a better manager. Armed with a slew of new insights, I immediately changed from a tiger to a pussycat. Our company went from 100% percent employee turnover to zero. But that wasn’t the solution, either. Now things were so warm and cozy that everybody wanted to stay. For me as a manager, that was a problem since I didn’t want to have to fire any low-producing sales reps who I wished would just quit and find jobs elsewhere.
Finally, I hit upon a better answer — managing by the numbers. As I learned more about finance, forecasting and budgeting, I came to realize that every employee’s salary — especially, that of a sales rep — is directly related to the company’s bottom line and how much additional profit that employee can produce. With the help of our CFO and senior management team, I began to construct a series of departmental compensation plans that set performance goals for our employees and rewarded them financially for meeting them. This way, a poor-performing sales rep would quickly see that he wasn’t going to get his quarterly bonus and leave on his own. It worked.
So, while I still occasionally lose my temper with the people who work for me (and am grateful that they’re willing to forgive me for it), I’ve come to realize that the best management style for me is to manage by the numbers. This minimizes the politics, the personalities and the confrontations. I’ve also realized that, if a prospective employee or contractor can’t understand numbers, then I can’t afford to have him on my team — no matter how talented he may otherwise be. Which brings me to the point of my story: There’s no right or wrong way to manage people, and there’s no textbook approach that works for every company every time. The key is to decide what kind of manager you are and be it — the tiger or the pussycat, the politician or the CFO — and to hire the kind of employees who will respect and love you, anyway.