7 Essential Traits of High-Performing Managers in Professional Service Companies

After speaking with many owners of professional service companies, I’ve realized that many lack a clear understanding of what a manager’s responsibilities should be. If you’re aiming to scale your business, it’s crucial to have exceptional managers and leaders in place. But this starts with knowing exactly what makes a great manager. In this article, I’ll provide clarity on what you should expect from a manager to help set the foundation for building a strong leadership team.

1. Ability to Fire and Give Tough Feedback

The first trait I look for in a manager at a professional service company is their ability to fire someone or deliver difficult feedback. This is often the hardest part of the job, and if a manager can’t handle it, they’re unlikely to succeed in the role.

Tough conversations are unavoidable in any management position. Whether it’s addressing underperformance or making the decision to let someone go, managers must be able to provide constructive, sometimes uncomfortable, feedback and make difficult decisions in the best interest of the team.

Why It Matters: Keeping underperformers on board can drag down team morale and hinder productivity. Direct, clear feedback helps individuals grow, and making tough decisions when necessary shows your commitment to maintaining a high-performing team.

Tip: When delivering tough feedback, focus on specific behaviors or outcomes, not personal attributes. Frame the conversation around how they can improve, and be explicit about the consequences if improvements aren’t made.

2. Building a Team of A Players

High-performing teams are made up of "A players"—individuals who consistently exceed expectations, take initiative, and are fully aligned with the company’s goals and values. Without a team of A players, it becomes challenging for a manager to focus on other critical areas of the business. While building and maintaining such a team requires effort, it’s vital for long-term success.

Why It Matters: A players push each other to excel, tackle challenges head-on, and continuously seek improvement. Building a team of top talent elevates the entire group and drives collective success.

Tip: When hiring, focus on cultural fit and work ethic as much as technical skills. Once you have A players, invest in their growth and development to keep them engaged and committed to the team.

3. Delegating Work Effectively

Delegation isn’t just about distributing tasks—it’s about assigning the right responsibilities to the right people and empowering them to take ownership. Effective managers delegate strategically, matching tasks with team members’ strengths while providing the support needed to succeed.

Why It Matters: Trying to do everything yourself leads to burnout and limits your team’s growth. Delegating effectively frees up your time to focus on strategic initiatives, while also allowing team members to take on new responsibilities and grow professionally.

Tip: Clearly communicate expectations and desired outcomes when delegating tasks. Follow up periodically to offer guidance, but trust your team to get the job done.

4. Adapting Your Communication Style

Effective communication is key to successful management, and a good manager knows how to adjust their communication style to fit each individual on their team. Whether delivering praise or offering constructive criticism, the tone and approach should vary based on the situation and the person's unique needs.

Why It Matters: Tailored communication builds trust and rapport, making feedback more impactful and improving overall team dynamics. A one-size-fits-all approach can lead to misunderstandings or demotivation, while personalized communication fosters stronger relationships and drives better performance.

Tip: Take time to understand each team member’s communication preferences. For feedback, be direct and specific when necessary, but balance it with the appropriate level of empathy or praise based on the situation. This ensures your message is received and acted upon effectively.

5. Quarterly Coaching Conversations

Regular coaching conversations are essential for supporting team members' growth, addressing performance issues, and aligning on goals. Holding these one-on-one meetings quarterly ensures ongoing feedback and guidance, giving managers the chance to address challenges early before they become larger issues. Direct reports should never be surprised by their performance feedback—these conversations ensure they always know what they are doing well and where there is room for improvement.

Why It Matters: Quarterly coaching builds trust and keeps communication lines open. It also fosters continuous improvement by providing consistent feedback, both positive and constructive. Team members stay motivated and engaged, knowing exactly where they stand and how they can grow.

Tip: Make these sessions a two-way conversation. Encourage your team members to share their challenges, goals, and feedback, and work together to set clear, actionable objectives. This approach reinforces accountability and drives personal and professional development.

6. Leveraging Resources and Reporting

Managers often oversee multiple projects, teams, or departments. Having the right tools and reports, such as multi-project dashboards or performance reports, allows you to track progress, monitor performance, and make data-driven decisions across all areas.

Why It Matters: Leveraging resources and reports helps you stay on top of key performance indicators (KPIs) and ensures that you can make informed decisions. By regularly reviewing data, you can identify trends, recognize achievements, and adjust strategies where necessary.

Tip: Share key insights from reports with your team to keep them informed of their progress and contribution to the company’s success. This fosters transparency and encourages accountability.

7. Standardizing Team Practices

A manager should focus on standardizing the practices of each team member to promote consistency, reduce errors, and make the team more scalable. Standardized processes not only improve efficiency but also simplify training for new employees, ensuring everyone follows the same best practices.

Why It Matters: Standardization creates a solid foundation for growth. It minimizes mistakes, improves productivity, and ensures that high-quality work is delivered consistently across the team. It also makes onboarding new hires smoother, as they can quickly learn and adapt to established processes.

Tip: Start by identifying the most effective practices within your team and formalizing them into documented procedures. Regularly review and update these standards as needed, and involve your team in the process to ensure buy-in and continuous improvement.

Final Thoughts

Exceptional management is the backbone of any successful organization. By focusing on key areas such as delivering tough feedback, building a team of A players, effective delegation, and adapting communication, managers can drive their teams toward higher performance. Regular coaching, leveraging the right tools, and standardizing practices ensure that your team remains scalable and efficient. Building strong managers isn’t just about immediate results—it’s about fostering long-term growth and sustainability for your organization.