The Outsourced Leader

“Is it good or bad?”

I was in a weekly meeting with the management team, and as one of the VAs/CSRs working for the company, most of the time we observe and listen as they talk through the agenda for the day.

When we were asked if there was anything to add to the agenda—any concerns or hot-button issues, especially around the main services we offer (and mind you, they seldom ask for our input)—I unmuted myself and spoke up as soon as the question was asked.

I shared an observation about a trend and asked, “Are our new service personnel tasked or directed to always call the office when a new ticket has been submitted?” One of our new frontline service personnel, who provides daily service to clients, consistently calls the office every time he submits a ticket. A ticket, in this case, is created when something is beyond their scope of work and needs to be escalated to a specialized team. We’re talking about an average of four to five calls a day, and each call is simply to confirm that the ticket was successfully created and submitted. This is an unusual trend, as most—if not all—other service personnel do not call for the same reason.

Admins in the office resonated with this observation and confirmed that they had noticed the same thing.

What took me aback was when the Service Director replied, “Is it good or bad?”

If I had been given the floor, I would have expanded on why I shared the observation in the first place. Allow me to explain, based on a few things I’ve learned and now carry with me—principles I apply to my own team as a “senior VA,” or what I like to call a “mother hen,” as I coach, train, and lead several VAs I recruited who are now part of the team.

Think of a like a weather report for your team. You don’t wait for the hurricane to hit before boarding up the windows; you pay attention to the wind and clouds early so you’re not caught off guard.

When it comes to teams, the easiest time to spot these “weather changes” is when someone new joins.

In leadership, when we talk about , we’re not just talking about what people do—we’re talking about the visible evidence of what they value.

Think of it like an iceberg. The behavior is what you see above the water, but underneath it is a massive block of beliefs, past experiences, and motivations.

If a behavior is a single seed being planted, then a is the vine that starts to grow and wrap itself around the rest of the garden.

In leadership, we often say: “Once is an accident, twice is a coincidence, three times is a trend.” When a new person joins the team, they bring their own habits with them. A behavior trend forms when those habits repeat and, more importantly, become the person’s internal “operating system” for how they handle day-to-day tasks and solve problems independently.

Why This Matters for a New Hire

New hires are forming habits fast. What you allow early is what you’ll manage later.

When leaders watch for trends instead of reacting to single actions, they lead with intention. They give clarity instead of mixed signals, support instead of pressure, and guidance instead of judgment. Small corrections made early prevent bigger issues down the road—and protect the new hire from being labeled for something that could’ve been coached early on.

That’s how strong teams are built: not by waiting for problems, but by noticing patterns before they become one.

That kind of awareness builds trust, confidence, and long-term growth.

That’s leadership. 💪

The Lesson
Don’t just judge the behavior—trace it back. Ask yourself:

“What would have to be true for this person to think this behavior is okay?”

When you understand the why behind the what, you stop being a manager who nags and start becoming a leader who shapes the future of the company.

So leaders… is it good or bad? I guess he needs to have that one-on-one/coaching session to find out. *wink*

Genuine question for fellow team leads and managers 🤍

When do you usually remind your team about basic principles or processes that they already handle every day?

As a Senior VA (at least that’s how I see myself), I work closely with two other VAs whom I referred, trained, and continue to support daily. We operate as a small micro-team where support and accountability go hand in hand. If someone needs a reminder or runs into a challenge, we talk it through with each other first—often before it ever reaches management. There’s a lot of trust and teamwork in that space.

Lately, we’ve received reminders around policies that are already part of our regular routine. While reminders are always appreciated, it did make me pause and reflect, especially since no specific call, email, or client feedback was referenced.

Out of curiosity (and a bit of that “mother hen” instinct), I took time to review the related correspondence, listened to a call, and checked call notes. What I found was reassuring: the processes were followed, and the team did what was expected.

It reminded me how important it is to balance professionalism with advocacy—supporting your team, clarifying facts when needed, and still appreciating guidance from leadership. At the end of the day, we’re all aiming for the same thing: doing the right thing, consistently.

I’d love to hear your thoughts:
👉 How do you handle reminders with your teams?
👉 When do you feel a reminder is most helpful?
👉 How do you balance oversight with trust?

Let’s discuss 💬

Attention to Detail Matters – Even Before the Interview

When applying for a job, your attention to detail and reading comprehension are the first ways you prove you’re the right fit. Employers start evaluating you the moment you submit your application.

Before sending your email, attaching your resume, or submitting any required materials, quadruple-check everything—from your documents to your salutations and signature. So before hitting send, take a moment to quadruple‑check everything. Ask yourself:
✨ If I were the employer, would I hire me based on this email and these documents?
✨ Does my resume represent my best effort?
✨ Is this call simulation or work sample truly the highest quality I can produce?

Don’t rush your application just to get it over with. Show your effort, dedication, commitment, passion, and attention to detail in every step of the process. Sometimes, it’s the small things that make the biggest impression.