Owned and Operated Podcast Summary: Episode #206 – "How to Manage Remote Teams Like a Pro"

Introduction

In episode #206 of the Owned and Operated podcast, hosts John Wilson and Jack Carr delve into the intricacies of managing remote teams within the plumbing, electrical, and HVAC industries. Joined by Lori Metz, the Director of Inside Operations, the episode offers valuable insights into effectively leading both domestic and offshore remote teams. Released on June 5, 2025, this episode is a must-listen for home service business owners seeking to enhance their remote management strategies.

1. Overview of Remote Team Structure

Lori Metz provides an in-depth look at her team's composition, highlighting the blend of in-office and fully remote members. Currently, the team comprises 11 members, with four operating on a hybrid model—working from home two days a week and in the office three days—and seven functioning entirely remotely.

Lori [02:50]: "More than half the team is remote. We have 11 team members, four of which are in office."

The call center operates on varied shifts, accommodating different time zones and ensuring continuous service. The structure includes a hybrid team setup and dedicated offshore staff, reflecting a strategic approach to remote management.

2. Transitioning to Offshore Teams: Challenges and Solutions

John initiates a discussion on the shift towards offshore talent acquisition, a growing trend among small businesses. Lori shares her experiences managing both domestic and overseas teams, emphasizing that effective management principles remain consistent regardless of location.

Lori [07:29]: "For the overseas, yes. For American, no. In my previous role I managed a pretty large group of remote and really it's all the same no matter where that's happening."

One significant challenge is bridging the time zone gap—U.S. daytime coincides with the middle of the night for offshore teams. Effective scheduling and accommodating these differences are crucial for seamless operations.

3. Communication Strategies for Remote Teams

Effective communication is paramount in remote team management. Lori outlines the tools and methods her team employs to maintain clear and consistent communication.

Lori [04:22]: "All of our trainings even for the in house team are all done via Slack or Google Meet."

The team utilizes platforms like Slack for constant communication and Google Meet for trainings and meetings. Weekly split-group trainings and bi-weekly one-on-one meetings ensure that team members remain aligned with their goals and responsibilities.

Lori [05:35]: "We have constant communication on Slack. I meet with them individually bi-weekly and we really get into not only their KPIs, their metrics, but also what's going on in your life."

4. Building Personal Connections and Team Culture

Maintaining personal connections within a remote team fosters a positive and productive work environment. Lori emphasizes the importance of face-to-face interactions through video calls to build rapport and team cohesion.

Lori [04:58]: "That makes them feel like we're all doing the same thing. We're all part of the same team and we celebrate all kinds of stuff, not only professionally, but what's going on in your life."

Regular video huddles, celebrating personal milestones, and sharing casual conversations help bridge the physical gap, making team members feel valued and connected.

5. Managing Shifts and Schedules

With a diverse team operating across different time zones, managing shifts becomes a logistical challenge. The call center operates from 7 AM to 9 PM, with overlapping shifts to ensure continuous coverage.

Lori [06:32]: "We have different shifts. When we first come in, our call center really opens at 7am and we've only got two people starting at that time."

By structuring shifts effectively and utilizing offshore teams for overflow, the call center maintains high efficiency and responsiveness.

6. Performance Management and Accountability

Tracking performance in remote settings requires deliberate strategies, especially for roles lacking direct supervision. Lori advocates for regular reporting and accountability measures to ensure that team members meet their targets.

Lori [14:08]: "You need to have regular accountability from the employee themselves. Like here are your tasks, and I want you to report to me every afternoon, every morning, whatever that cadence is."

For positions such as accounting or purchasing, where visibility is limited, establishing clear metrics and regular check-ins is essential for maintaining performance standards.

7. Handling Holidays and Time Zone Differences

Navigating holidays poses unique challenges, particularly with offshore teams observing different cultural and national holidays. The team provides flexibility, allowing offshore members to opt out of working during significant holidays like Christmas and New Year’s.

Lori [11:14]: "We give them the option on those two [Christmas and New Year's]. Christmas, they did take off last year, but we had two people in house who volunteered to work. So that worked out."

This approach respects cultural differences and ensures that the team remains motivated and appreciated.

8. Best Practices for Managing Remote Teams

Lori shares several best practices for managing remote teams effectively:

• Regular Communication: Utilize tools like Slack and Google Meet for consistent engagement.

  Lori [16:31]: "I require them to use cameras when we're in meetings. That really gives you that connection."

• Personal Connection: Encourage team members to share personal updates to build trust and camaraderie.

  Lori [17:44]: "We have random calls with Offshore as well, where we have a topic to discuss. Maybe they need a little bit of coaching, training on a new process, something like that."

• Availability and Support: Implement office hours and maintain an open-door policy to address team needs promptly.

  Lori [19:05]: "You have to make the time for it. Set that time aside. And when they need you, they need you."

9. Final Tips and Insights

John and Lori conclude with actionable advice for new managers handling remote teams:

• Establish Clear Tasks and Metrics: Define responsibilities and how success will be measured.

  John [16:41]: "Respecting where they're at in their career. They’re not a virtual assistant. They’re like a high performing call taker or recruiting expert."

• Foster an Inclusive Culture: Treat remote and offshore team members as integral parts of the team rather than auxiliary support.

  Lori [09:05]: "We’re just one big happy team."

• Leverage Technology: Use video conferencing and collaborative platforms to maintain visibility and engagement.

  Lori [15:52]: "When we have that personal connection, I can see your facial expressions. You understand this is more of a conversation than it is just a dictatorship."

Conclusion

Episode #206 of Owned and Operated provides a comprehensive guide to managing remote teams effectively. Through Lori Metz's experiences and strategic insights, listeners gain valuable knowledge on communication, culture-building, performance management, and overcoming the challenges of remote operations. As remote work continues to evolve, the strategies discussed in this episode serve as essential tools for home service business owners striving for growth and operational excellence.

For more insights and actionable advice on growing your home service business, visit www.ownedandoperated.com.

Notable Quotes

• Lori [02:50]: "More than half the team is remote. We have 11 team members, four of which are in office."

• Lori [07:29]: "In my previous role I managed a pretty large group of remote and really it's all the same no matter where that's happening."

• Lori [16:31]: "I require them to use cameras when we're in meetings. That really gives you that connection."

• John [16:41]: "Respecting where they're at in their career. They’re not a virtual assistant. They’re like a high performing call taker or recruiting expert."

This detailed summary encapsulates the key discussions and insights from the episode, providing a valuable resource for those interested in mastering remote team management without needing to listen to the full podcast.