When I worked for a particular small business, I saw firsthand how critical every team member’s role was to the operation. There was one administrator in particular who had been with the company for a few years. They were a genuinely good person—always punctual, dependable, and rarely took time off. However, despite their reliability, their workload often fell short of expectations. I know how challenging it can be for small businesses in these situations; the employer couldn’t simply terminate them due to the potential legal and financial implications, and the cost of hiring a professional recruitment firm was prohibitive. Replacing them wasn’t just about finding someone new—it was about ensuring the business could keep running smoothly without missing a beat, and that’s no small task.

Have you ever been in this situation?  Over the past few years, this has become an increasingly common problem in small businesses, that’s why I wanted to talk about it today. 

Introduction

You hired an admin to make your life easier, but instead, you’re the one burning the midnight oil, finishing reports and handling invoices. It’s a frustrating scenario many small business owners face—an administrator who is reliable, punctual, and well-meaning but isn’t quite meeting the demands of the role. You don’t want to damage the relationship or risk the upheaval of finding a replacement, but something needs to change. In this post, we’ll explore practical, actionable steps to boost your admin’s productivity while preserving the trust and stability they bring to your team.

Understanding the Problem

Why Good Admins Sometimes Underperform

It’s frustrating when a reliable admin doesn’t seem to contribute enough to your business operations. They show up on time, never take unnecessary days off, and are generally pleasant to work with—but their output just doesn’t measure up. Why does this happen?

Here are some common reasons:

• Unclear Expectations: Your admin may not fully understand what’s expected of them. If roles and responsibilities aren’t clearly defined, it’s easy for tasks to fall through the cracks.
• Lack of Training: Administrators might not have the skills or knowledge to handle all the responsibilities you need them to take on. Without proper guidance, they can stagnate in their current role.
• Limited Accountability: If there’s no system for tracking progress or reviewing work, an admin might lack the motivation to stretch beyond the basics.
• Complacency: Over time, even the best employees can fall into a routine, doing only what’s required to get by. Without challenges or incentives, they might not feel compelled to do more.

It’s important to distinguish between reliability and effectiveness. A reliable admin shows up and completes tasks as they are told. An effective admin proactively solves problems, manages tasks independently, and finds ways to improve processes. To truly benefit your business, you need an admin who’s both reliable and effective.

The Cost of Doing It Yourself

When your admin isn’t stepping up, it’s easy to take on the extra work yourself. After all, you’re the business owner—you’re used to wearing multiple hats. But this approach comes with hidden costs:

• Burnout: Late nights and extra hours spent finishing reports or handling invoices can leave you drained. Over time, this impacts your energy and decision-making ability, which can hurt your business.
• Missed Growth Opportunities: Every minute you spend on admin tasks is a minute you’re not focusing on strategy, sales, or customer relationships. These are the areas where your time and expertise can truly make a difference.
• Operational Inefficiencies: Without a fully functioning admin, critical tasks might be delayed or overlooked. This can lead to errors, frustrated customers, and missed deadlines.

For example, imagine spending hours reconciling invoices or manually scheduling appointments when you could have been developing a marketing plan or negotiating a new partnership. While it might seem quicker in the short term to do it yourself, the long-term cost to your business is significant.

By addressing the root causes of underperformance and empowering your admin to take on more, you can reclaim your time, reduce stress, and refocus on growing your business.

Setting the Foundation for Change

Evaluate Their Workload and Skills

Before you can address underperformance, it’s essential to understand what your admin is currently handling and whether it aligns with your business needs. Take the following steps to evaluate their workload and skills:

1. List Their Current Tasks: Write down everything your admin is responsible for, from answering emails to preparing reports.
2. Compare With What’s Needed: Identify tasks or responsibilities that aren’t being addressed but should be. For example, are they tracking invoices or organizing key documents?
3. Assess Their Skills: Ask yourself whether they have the technical or organizational skills needed to perform effectively. Are they proficient with the tools or software you use? Do they struggle with prioritizing tasks or managing deadlines?

Skill gaps are a natural part of the workplace, but they can’t be ignored. If your admin lacks training in a specific area, provide resources to help them grow. If they’re capable but underutilized, it’s time to assign new responsibilities to challenge and engage them.

Communicate Expectations Clearly

Your admin can’t meet your expectations if they don’t know what those expectations are. Clear communication is critical to setting them up for success. Here’s how to do it effectively:

1. Be Specific: Vague instructions like “handle the invoicing” leave room for interpretation. Instead, say, “I need you to generate and send all invoices by the 10th of each month and follow up with unpaid accounts by the 20th.”
2. Set Measurable Goals: Use key performance indicators (KPIs) to track progress. For instance, you could say, “Respond to all customer emails within 24 hours,” or, “Update the project tracker daily by 5 PM.”
3. Create a Task Checklist: A written list of duties helps eliminate confusion and serves as a reference point. For example, “Weekly tasks: file expense reports, update inventory logs, and confirm upcoming appointments.”

Regularly review these expectations with your admin to ensure alignment and address any questions or concerns. Setting clear, measurable goals not only helps your admin perform better but also gives you peace of mind knowing tasks are being handled as planned.

By assessing their workload and clearly communicating expectations, you’re building a foundation for meaningful change—one that benefits both your admin and your business.

Strategies to Boost Productivity

Delegate the Right Way

Delegation isn’t just about handing over tasks—it’s about setting your admin up for success by breaking tasks into smaller, manageable chunks. This not only makes work less overwhelming but also ensures consistent results.

Step-by-Step Delegation Example:

Let’s take the task of managing invoices:

1. Break Down the Process:
   • Step 1: Collect all billing information from sales or project logs.
   • Step 2: Use [specific software] to generate invoices.
   • Step 3: Send invoices to clients by the 10th of each month.
   • Step 4: Track payments and follow up on overdue accounts weekly.
2. Provide Clear Instructions: Write a step-by-step guide or checklist for this task so they can reference it when needed.
3. Set Deadlines: Specify when each step should be completed.
4. Start Small: Initially, assign just one or two steps of the process, then gradually add more as they build confidence.
5. Follow Up: Check their progress regularly and provide feedback to reinforce what’s working well and where improvements are needed.

Invest in Training Without Breaking the Bank

Sometimes underperformance comes down to a lack of skills or confidence. Investing in training doesn’t have to be expensive—it can even be free!

Affordable Training Resources:

• YouTube: Search for tutorials on admin tools like Excel, Google Workspace, or specific industry software.
• Free Online Courses: Platforms like Coursera, LinkedIn Learning, or Khan Academy offer free or low-cost professional development courses.
• Mentorship: Pair your admin with a more experienced colleague or professional for guidance.
• Internal Training: Host a short, in-house workshop on a tool or process they need to improve on.

The Long-Term Benefits:

Training boosts productivity, confidence, and morale. When your admin feels more capable, they’re more likely to take initiative and perform at a higher level. Plus, it reduces the need for micromanagement, freeing up your time.

Introduce Accountability and Feedback Loops

Accountability ensures tasks are completed efficiently and correctly. But how do you maintain oversight without micromanaging?

Create a Regular Check-In System:

1. Daily or Weekly Updates: Ask your admin to provide a brief update on their progress. For example:
   • What tasks were completed?
   • What’s planned for tomorrow or next week?
   • Any challenges or delays?
2. Performance Reviews: Schedule monthly or quarterly reviews to discuss achievements, challenges, and areas for improvement.

Templates to Use:

• Weekly Task Update Template:
  • Completed tasks:
  • Upcoming priorities:
  • Questions or support needed:
• Performance Review Template:
  • Goals achieved:
  • Areas for improvement:
  • Action plan for the next period:

These feedback loops create structure while showing your admin that their work is valued. With a system in place, productivity improves without the need for constant supervision.

By delegating thoughtfully, investing in training, and fostering accountability, you can transform your admin into a highly effective member of your team.

Overcoming Resistance

Addressing Complaints with Empathy

When you ask your admin to take on more responsibilities, they may push back. This resistance often stems from feeling overwhelmed, unprepared, or undervalued. Addressing their concerns with empathy can help defuse tension and foster collaboration.

Tips for Understanding and Addressing Pushback:

1. Listen Actively: Give them space to explain their concerns without interrupting or making assumptions.
2. Acknowledge Their Feelings: Show that you understand their perspective. For example, say, “I can see how this might feel like a lot to take on right now.”
3. Provide Support: If their resistance comes from feeling unprepared, offer training or additional resources to help them succeed.
4. Reframe the Challenge: Emphasize how the added responsibilities align with their strengths or career growth.

Role-Play Example: Addressing Overwhelm

Admin: “I don’t think I can handle more tasks—I’m already stretched thin.”
You: “I hear you, and I appreciate your honesty. Let’s take a closer look at your workload together and see where we can make adjustments. I want to make sure you feel supported while growing in your role. For now, let’s start with one new responsibility and see how it goes. How does that sound?”

This approach validates their concerns while positioning you as a partner in their success.

Motivating Through Recognition and Rewards

Motivation isn’t just about assigning tasks; it’s about making your admin feel valued and appreciated for their efforts. Positive reinforcement can go a long way in improving productivity and morale.

The Power of Positive Reinforcement:

Recognizing good work shows your admin that their contributions matter. This can increase engagement and make them more willing to take on additional tasks.

Low-Cost Incentives:

1. Public Acknowledgment: Highlight their achievements during team meetings or in a company-wide email. For example, “I want to thank [Admin’s Name] for their excellent work on organizing our client database last week—it made a huge difference.”
2. Small Perks: Offer low-cost rewards such as gift cards, a half-day off, or a favorite treat.
3. Professional Growth Opportunities: Pay for a relevant online course or invite them to participate in an industry webinar.

Even simple gestures, like a handwritten thank-you note, can make your admin feel appreciated and motivated to do more.

By addressing resistance with empathy and recognizing their contributions, you can turn potential conflict into an opportunity for growth—both for your admin and your business.

When It’s Time to Make Tough Decisions

Planning for the Long Term

Even with the best strategies, there may come a time when your admin isn’t the right fit for your business. It’s crucial to plan ahead for a smooth transition if you decide to make a change.

How to Prepare for a Future Replacement:

1. Document Key Processes: Ensure all admin duties are well-documented in a clear, step-by-step format. This will make it easier for a new hire to hit the ground running.
2. Cross-Train Your Team: Identify another team member who can temporarily handle critical admin tasks in case of a sudden departure.
3. Update Job Descriptions: Refine the admin role’s job description to reflect the skills and responsibilities your business truly needs.
4. Build a Talent Pipeline: Start networking or collecting resumes now, even if you’re not actively hiring. Platforms like LinkedIn or industry-specific job boards can help you identify potential candidates.

Create a Contingency Plan

:
A solid contingency plan ensures minimal disruption to your operations.

• Assign backup responsibilities to trusted team members.
• Have a list of trusted temp agencies or freelance administrators you can contact in a pinch.
• Schedule regular audits of admin performance to gauge whether your current admin is still meeting your business needs.

Knowing When to Let Go

Keeping an underperforming admin for too long can drag down your business. Their lack of productivity may increase your workload, frustrate other team members, and hinder overall efficiency.

Why It’s Important to Have a Productive Admin:

An effective admin is the backbone of a small business, ensuring operations run smoothly and allowing you to focus on growth. Holding onto someone who isn’t meeting expectations can stall progress and cost you time and money.

Checklist : Is It Time for a Replacement?

• Have performance issues persisted despite clear communication and support?
• Do they resist training or show little improvement after additional guidance?
• Are critical tasks frequently delayed or completed inaccurately?
• Do you spend more time fixing their mistakes than focusing on your own responsibilities?
• Is their performance affecting team morale or client satisfaction?

If you answered “yes” to most of these questions, it’s likely time to consider replacing your admin. While this decision may be difficult, prioritizing the long-term health of your business is essential.

By planning ahead and knowing when to let go, you can ensure a seamless transition and position your business for greater success.

Related reading: Firing your first employee – 5 Essential Tips

Conclusion

Empowering your administrator to take on more responsibilities is not just about getting tasks off your plate—it’s about creating a partnership that helps your business thrive. By addressing underperformance with empathy, setting clear expectations, and providing the right tools and training, you can turn a stagnant role into a vital part of your operations.

Taking the time to evaluate your admin’s workload, invest in their growth, and implement accountability systems doesn’t just improve their productivity—it also lightens your load. This gives you more time to focus on growing your business, achieving a better work-life balance, and ensuring smoother day-to-day operations.

Ultimately, helping your admin step up benefits everyone involved. They feel more fulfilled in their role, your team functions more efficiently, and your business becomes more resilient. With a thoughtful, proactive approach, you can transform your admin into a true asset and build a stronger foundation for long-term success.