The Team of Three: How to Weather an Unexpected Resignation

Imagine receiving an email from a team member resigning effective immediately. How would your business cope with such an unexpected challenge? In a recent episode of "Who's Really the Boss," Rachel and Marcus Dillon, the owners of DBA, a leading accounting firm, shared their experience of dealing with a team member's abrupt resignation and the lessons they learned about building a resilient and adaptable team structure.

The Unexpected Resignation

Rachel and Marcus were caught off guard when they received an email from a team member resigning effective immediately, a first in DBA's 13-year history. Any time you get a notice, like resigning effective immediately, you need to think, 'Okay, something extreme has happened.' And as a leader, can you do anything to help?" Rachel recalled. This experience highlighted the importance of having a team structure that can handle unexpected turnover and the need for clear communication and swift action in such situations.

DBA's Team of Three Model

One of the key factors that helped DBA navigate this challenge was its unique team structure, consisting of a Client Service Manager, Client Controller, and Client CFO. Marcus explained, "So with that team of three model, there is always overlap. And that's why we designed it that way. It's very unlikely that all three people would leave the team at one time. If two people leave the team at one time, that's drastic." This model provides built-in redundancy and ensures smooth service delivery, even in the face of unexpected turnover.

The team of three model allowed DBA to redistribute responsibilities and maintain uninterrupted client service quickly. The Client Controller and Client CFO stepped up to initially cover the departing team member's duties while the company searched for a replacement. This seamless transition demonstrated the resilience and adaptability of DBA's team structure.

Capacity Planning and Lessons Learned

Proper capacity planning is another crucial aspect of building a resilient and adaptable team. Rachel and Marcus emphasized the importance of maintaining excess capacity to handle unexpected situations and opportunities. "We've learned it the hard way. Whenever you burn out team members – and thankfully, some of those team members that burned out, they've stayed on the team. We've restructured their role. We restructured their client list to make it more appropriate for balance," Marcus shared.

Overworking team members can lead to burnout and turnover, undermining the team's resilience and adaptability. DBA learned this lesson and made conscious efforts to ensure their team members have a healthy work-life balance. They have removed blocks of annual tax clients and avoided filling up the team's capacity with seasonal work, prioritizing long-term sustainability over short-term profits.

Navigating the Transition

When faced with the unexpected resignation, DBA took immediate action to ensure a smooth transition. They notified the leadership team, reassigned clients and responsibilities, and communicated with affected clients. The company's well-defined offboarding and onboarding processes were crucial in navigating this challenge.

DBA's offboarding process involved disconnecting the departing team member's access to various systems, reassigning email and communication channels, and ensuring a seamless transition for clients. The company's onboarding process, which includes training new team members on client-specific information and gradually introducing them to clients, allowed for a smooth integration of the replacement team member.

Having a pipeline of candidates and a structured hiring process also contributed to DBA's ability to fill the vacancy quickly. Within two weeks of the resignation, the company had identified and onboarded a new Client Service Manager, minimizing disruption to client service.

The Importance of a Resilient and Adaptable Team

DBA's experience highlights the importance of building a resilient and adaptable team structure in today's fast-paced business environment. Handling unexpected challenges, such as a team member's abrupt resignation, is crucial for maintaining client trust and ensuring long-term success and sustainability.

A well-designed team model, like DBA's team of three, provides built-in redundancy and ensures smooth service delivery. Proper capacity planning and a focus on employee well-being contribute to the team's resilience and adaptability. Well-defined processes for handling transitions, both offboarding and onboarding, allow businesses to navigate challenges smoothly and maintain client confidence.

Building a resilient and adaptable team requires a proactive approach and a commitment to continuous improvement. By learning from experiences like DBA's unexpected turnover challenge, business owners can develop strategies to strengthen their teams and prepare for the unexpected. Listen to the full episode of "Who's Really the Boss" to learn more about how Rachel and Marcus Dillon, with the help of their team, navigated this challenge and the valuable lessons they learned along the way.