On any team, each member has a role to play. In your shop, your Customer Service Manager helps customers and works to earn repeat business. Your Custodian keeps the place clean and approachable. Your Office Manager makes sure the business functions. And no one is more capable (or qualified) to diagnose, repair, and rebuild than your ASE Certified Master Technician.
Whether big or small, team roles and responsibilities often are siloed. Individual contributors focus on where they are best. And most of the time, everyone wins.
Until Bob is suddenly sick, Dani is out of town on her vacation, and Kevin put in his notice.
A few years ago, one of my own teammates took a new opportunity. Despite working together collaboratively every day and having a transition plan, doing my best in the reality of the unknown was how I spent many days, weeks, and months after.
In one moment of frustrated file searching in particular, I came to an important realization: I hadn’t been planning for this. And now, it was too late to do anything but figure it out on my own.
Enter, what we now affectionately call “The Bus Theory” on our Marketing Team. Yes, everyone has their niche, their specialty that no one else can do as well as they do. But, just because you have an expert doesn’t mean you can’t (and shouldn’t) have at least one back up – in case they get hit by a metaphoric (or real) bus.
Here are 3 ways you can use to prepare for the buses in your business:

1. Cross-training: while having a bunch of utility players usually results in a “jack of all trades, master of none” kind of scenario, cross-training is an opportunity for individuals to gain additional skills and knowledge, whether or not they will be used daily. Especially when you introduce a new system, tool, or procedure, don’t just train those who will be most immediately affected. Train as many who want to learn.
2. Job shadowing: as a learning tool, there is nothing quite like seeing a problem solved in action. When you’re about to tackle something particularly challenging, stop. Grab your newest coworker or your right hand (wo)man. Take them through your steps right along with you.
3. The Bus List: whether a member of a team or the boss, keep a running list of what you do. Update it when you take on a new project, land a new customer, or learn something new. Nothing fights tribal knowledge like documentation.

Vacation, illness, and family emergencies are a part of life, so they’re also a part of work. If you aren’t accounting for what happens when any member of your team suddenly isn’t there, prepare to feel it.

Benjamin Franklin said it best: if you fail to plan, you’re planning to fail. This week, the Woman Behind the Curtain is sharing why it’s especially important to consider when a member of your team might not be around – for a day or for a while. How do you prepare for the buses in your business? Comment below or connect with Jennifer directly.