“It” Almost Crushed My Outsourcing Business

“It.”

It was my hardest lesson learned. It seems like a pretty simple word, doesn’t it?

One of the most difficult lessons I encountered while learning how to successfully outsource was explaining what I wanted in plain, simple, 3rd grade English. No matter how elementary a tact I took, many workers simply wouldn’t get “it.” During one conversation where I exasperatingly explained something for the third time, it stuck me when the words popped up on my IM screen: “What you mean by it?”

I realized “it” was the problem. It almost made me pull my hair out. It almost made me give up on outsourcing. Outsourced foreign workers don’t process pronouns. By simply eliminating “it” (and other pronouns) and taking the specific, longer method of explanation I communicated effectively with my workers.

For the past five years, I’ve worked extensively with outsourced workers via various platforms like Guru and eLance, but my very favorite platform is oDesk. Over the course of spending tens of thousands of dollars with providers all over the world – and getting ripped off by some of them – I’ve developed a keen sense of what works and what doesn’t work. The allure of inexpensive workers needs to be tempered with certain procedures in place to ensure your success. First and foremost, you have to engage in this process as you would hiring an employee that’s going to work next to you in your office.

Tips on Hiring Outsourced Workers:

1. Be Specific in your Job Post

You must start with a specific description of the role you want the worker to play for you. The more specific you can be with your provider (technology, time lines, etc.) the less headaches you’ll have in the future. Being specific doesn’t fence you in – it liberates you because it provides clear expectations.

2. Ask for Something

In your job post, ask them to answer a specific question or provide a specific example. This will help you narrow the field of serious applicants and spam applicants.

3. Don’t be “the first employer”

Everyone needs a chance, but you don’t have to take it. Unless there is some unique, specific skill set that only a handful of providers can fulfill, it is advisable to hire someone that has a track record.

4. Narrow the field Aggressively

Normally, you will have handfuls of applicants and will need to narrow the field. Immediately kick out any applicant that doesn’t match your criteria. Think about aspects that are available to you online in a portfolio or work history. Look at their previous projects and see if it fits within your needs. See if they’ve completed similar projects. Consider time differences.

5. Interview

Do not take their “word” for it. They must be able to demonstrate proficiency. And, you need to assess their communication style. I recommend Skype and have gone to a video interview, where possible. Amazingly, in one interview, I had two providers claim the same project. Unfortunately, I had to kick out both potential employees because neither could prove it.

6. Hire for a Test Project

I always recommend the “try before you buy” approach. Give the provider an opportunity to “show his stuff” to you and display his competence. If it is a massive project – such as a website design – you need to perform your due diligence with other companies who have successfully (and unsuccessfully) completed projects.

7. Past Performance is a Key Indicator of Future Success

If someone has 500 hours and an excellent rating, there’s a great chance that they’re going to be great for you too. This is a key indicator of success.

Tips on Managing Outsourced Workers:

1. Set Clear, Measurable Objectives

Just as you wouldn’t allow a new employee to dangle in the wind, you can’t allow your outsourced workers to either. Setting clear, measurable objectives allows everyone to feel the progress and ensure success.

2. Consider Creating Videos

If a picture is worth a thousand words, a video is worth a million. Demonstrate exactly what you want accomplished and they can watch it a few times until they understand it. For this, I use screen capture software Camtasia. It doesn’t have to be professional – just a quick, down and dirty explanation of what you want to have happen.

3. Treat Providers as Important Employees, Not 3rd Class Citizens of the World

Some of our outsourced providers have become treasured friends and trusted business minds to bounce ideas off – just as employees inside your company would act. By “humanizing” the process – and believe me, most outsourced employers treat providers as pieces of meat – you get a better result. And, when that “rush” project comes up you can rest assured that they’ll quickly be right there for you.

4. Communication can be Difficult

Language barriers and time zones can make communication very difficult. Again, Instant Messaging software is great, but nothing beats Skype: IM, video chat and screensharing make it the killer program for communicating.

5. Be Available and Accessible

There is nothing more frustrating for any provider or employer to stall the process. If you want to compound the distraction of time differences, then make yourself scarce. You should set expectations on the front-end of availability. Will they adjust their time to your schedule? Will you come in early to catch them at end of day? In order to succeed, you must be available and accessible.

6. Demand “EOD” Reports

We require daily End of Day reports from our providers via BasecampHQ. You wouldn’t set your employees into the wild with no accountability. You shouldn’t do that with your outsourced talent as well.

Utilizing outsourced employees have changed the way we do business, made us more efficient and clearer in our mission. By adhering to these process tips, you’ll speed the learning process up exponentially and reap the sweet nectar of capable, kind and respectful outsourced workers…at a fraction of the cost.