Episode 214: Inside the Wize Hub: How to Spot an Unhappy Employee Before They Quit

Have you ever lost a great team member out of nowhere, with no warning signs and no explanation that made sense?

In this episode, Raul takes us inside the Wize Hub for a full walkthrough of the tools built to stop that from happening. From the team NPS to the career and energy audits, he shows how firm owners can get a true 360 view of how their people are really feeling, long before a resignation letter lands on the desk.

You'll learn:
✅ How to track your team NPS monthly and what the score is actually telling you
✅ How the career audit uses AI to identify whether someone is a Grinder, Minder or Finder, and whether they're in the right seat
✅ Why the energy audit and life wheel help employees feel valued, especially in remote teams
✅ How the different access levels keep sensitive information private until an employee chooses to share it
✅ How to build a complete staff profile covering strengths, weaknesses, revenue capacity, and your ideal charge rate

Raul shares a real client story about a firm owner who kept training great people only to watch them leave, and how one small change turned that pattern around.

If you've ever assumed your team was fine because nobody said otherwise, this episode is your reminder that the problems you can't see are the ones that cost you the most.

This is a visual walkthrough, so if you want to see inside the Wize Hub as Raul clicks through each section, tune in to the episode on YouTube.

________________  

PS: Whenever you’re ready… here are the fastest 4 ways we can help you fix and grow your accounting firm:  

 1. Download our famous Wize Freedom Map for FREE - Find out the 96 projects every firm owner must implement to build a $5M+ firm that can run without them - Download here 

2. Need to Hire right now? Book a 1:1 FREE discovery call with our WizeTalent hiring coaches to help find your next team member the Wize Way – Click Here 

3. Work with Jamie and our mentors for 8 weeks - Build a custom business plan for your firm - Apply here

Transcript

Welcome And What Freedom Means

SPEAKER_00 0:00

Welcome to the Fire Play. The top for academy of Fermoners 4.5 Freedom. Each week, we deep dive into the real story, proven strategies, battle-tested tools, successful firm moders just like you. Our wise mentors want to share their journey of how they've scaled and define their way to freedom so you can too. If you're stuck in the grind or you're ready to scale smarter, this is your blueprint. Let's get into the episode.

Why Team NPS Matters

SPEAKER_02 0:38

So we're going to be talking about a really important topic. So the introduction, it's basically that we will be talking about what is the NPS and uh the importance of it related with the use in the YSU. So yeah, it's gonna be like super nice. It's really nice to check these sections in the YSUP. So let's jump on this. And uh, well, we are gonna be reviewing two different sections. Uh, and I will start here with my executive access. As you can see, we are we're talking a lot of the NPS with our client, with our employees, also with our clients, but today specifically we'll be more focusing with the team members. And uh, see this section is helping us to the retention and the impact of having a great. We don't want to, even that it's part of the business life to experiment of having a great team member and uh without any reason, this person is leaving the firm. This schedule will help us to get better in this relation. So for that, we have including here in the measure section in the team a net promoter score that this is gonna be updated once a month. Let me just change here. It's my yeah, this is the team to update this. We will just need to go here and edit and add the number. And this is gonna be the average, but yeah, so this is how we are gonna be tracking the essential essential part of this.

Anonymous Scores Versus Real Conversations

SPEAKER_02 2:12

It's like these things uh need to be anonymous when we are doing an NPS. But what happened when we would like to go in specific with an employee and knowing uh like know about their career or their energy audit, everything that the the wise program is including here. We will be using here the line section and here. We are gonna start here with the career audit. See, like how it's these seven stories. We would like to know more about our employees, like what is their goal, what is the the things that they have achieved. And from this, we have included also an AI power that it this is the it this is gonna help us to identify what are their uh like their positions, you know, like minder, finder, or grinder, and we're gonna be able to identify like what it's most likely. Like if this person is in the right seat, like what how can we like just take the most of them? Also, because I really feel like this is gonna help the employee to feel like more valuable for the firm, like playing a better position. First, like this is well, let's go with the next one, like the carrier wheel. Here we will have like a couple of questions, like how they're feeling, what is their like their feeling regarding these different aspects? And this is a section in the Wisep that it's super interactive, all the time editable. So they can just be moving, reflect on this. You're gonna find a guide and how to do these things in the Freedom Vault that it's a training model. We're gonna visit that in a moment. But yeah, this is something that it's gonna help us to identify how's the employee feeling in this specific aspect and see how we can make this better. Because probably we can feel like like everything it's okay, but what happened when the employee is just having a feeling in behind the scenes that they are not able to reflect, and we can not resolve anything that we don't like have notions about in. These sections they can create as much as they want. In this specific case, I am working with mine. Here, you will find those that the employees share with you. So the employee can create once a month or twice a month, and they can just share with you what they feel like this is the one that they would like to share. In this specific case, we don't have anything from the employees.

SPEAKER_01 4:52

And here is the historical same with the energy audits.

SPEAKER_02 4:59

Here we will be seeing like how's the sleep, they eat, they move. This is like a 360 view with the employee and make them feel like they are part of the firm. It's something like I have like listened to the employees that they value a lot this because I don't know, people it's being like more interested in their wellness. See, like if this is being shared, shared with one person at this moment, and uh jumping to you like now we are uh able to share with more than one

Career Wheel And Energy Audit Check-Ins

SPEAKER_02 5:30

person. So this is an update that we have in the past. We see I have one. This is my administration access. See how the energy court is 78, and I can review that because this employee have shared that with me. So I can review, see how the employee is feeling, and just start like a process of getting better with this, especially since we're working in our house and everything. I think these things can be a little bit more important. People can work if they like to work, you know, like probably workaholics and they're like not taking care of well eat or or move, you know. Like we don't want that. We want that the employees feel like they are part of a big project, that they have have been listening to their managers, and and it's important their their wellness.

SPEAKER_01 6:27

Yeah.

SPEAKER_02 6:28

Same with life wheel in these sections, it will all about the employee. Know what how they are and what we can make to improve their actions in the firm. Because at the end, since they are part of the firm, we can make a big great impact on their work. And this is just for an executive access. Here it's a 360 view of our employees. Here it's where we will be working and creating where these employees are working, related with which uh division's potential roles. If we are seeing them in the future, like taking care of another position or or anything, here we will be like structure that improvement areas. This is just you as an owner sitting in in your CEO chair and evaluating your your employees. I think this is like giving you like a lot of introspection of of them. See, with these employees and coming, this is here is this is the admin access that I was reviewing. See how here it's being completed. This is my access, and it's completing two actions. We will be able just to see like which uh aligned sections they have completed and which others are not completed. And for that, I'm gonna show you the admin access. This is super important to review because we're seeing in this, you will be able to see what your admin access are seeing. Important and and highlighting that they are not have access to the FEP file, they are not seeing that information of the revenue. This is the lowest access that we provide. So these people, it's normally those that we delegated the CRM or any admin work. But for those that they don't need more than completing the aligned process, see if I go here, it's not this section, that it's the theme analysis. They don't have that, and I will be going here in the energy audit. See, I have share this with my executive access. I have another one that it's completed but not here because this is something that I would like to keep here. They can review everything, but this information is private to them until they share that. So this also helped them to take these like sections when they feel and uh just share with you, bring to uh conversation analysis. In my personal case, uh with Brenton, I was working with my profile and we have a conversation, see what it's the improvement areas, which things I can like compromise to get this better, you know, because they are taking care of the our wellness. So we are also like putting like our uh our straits on get better. So yeah, they will they will be able to see here the net promoter score, but just with the clients, not with the team the financial metrics from uh and the admin access, they will be seeing just the revenue won and lost, not other like revenue or evita, not any of that information. So this is super important since see they will be seeing just the training model, not the freedom map. This is just in case that we want them to learn something in specific and why we are doing this. So here's the what used to be the wise bolt. This is the wise bolt inside the the wise hub. So if we need them to go deeply in one specific section, we can share that with them. So coming back to my executive access, here you will see which access is and you will be finding this here in a training model.

Using Training Modules To Build Projects

SPEAKER_01 10:57

Well, I will be if you put here NPS in the search bar, here's the training model. See the team NPS.

SPEAKER_02 11:11

So here you will be finding all the videos what this is about, like uh extra information, like it's not the each topic can be humongous. It depends on the importance or the situation that you are in your firm, what is the project in your firm? I have been working with clients that we are focused, like deeply focused on the revenue, reviewing those numbers and and they creating schedules for that, aligning all that information to be in the wise way. But others that they are super focused in the NPS because they feel like their team in specific, it's not connect with the purpose of the firm. They feel like they have great people, but they that people didn't feel like they're like loyal to the project or they are just disconnected. So what we are looking to like win with this, it's having a stronger team, team that can feel like together and they can identify with each other, and this helps a lot like to measure that. See, in this specific case, we are having just videos, but if we go NPS again, see here's the ball projects. So I'm going here in the team NPS. See, this is the objective, what we would like to achieve with this. And it's something that I always mentioned when we are reviewing the read of map projects. It's uh let me see if I can know. Oh, here is so these sections will belong to WICE because we are providing these to you. The training models, where to see the information, videos, resources, tools that are involving the WISE Hub, where these things are applicable in the WISE Hub. And these three will belong to you to construct your project because your people, it's not the same as other employees or as other challenges that have other clients. So these minutes you can keep tracking how it's the impact of applying this new project, which softwares you're using, probably others like external than wise or whatever you consider it's aligned to your firm. So here you can add the attachments, the task. If you have created a task to you, like okay, uh, reach out to the support regarding this issue. So you can be proactive in this section of more involving the HR activity.

SPEAKER_01 13:59

So I'm deleting this, and yeah, I'm just going here around. See, we're gonna have here videos. Resources, it's something that you can download.

SPEAKER_02 14:14

So let's see and tools, it's here. It's where in the wise it's impacting this section because when we arrive to the net promoter score in the YSH, probably it's gonna feel like it's using a schedule that we are updating from zero to ten, but it's more when we're seeing that the employees it's giving us, for example, like a seven, what this means to us, what we would like to achieve from them if this is seven, how can we make this probably a nine objectives like that? In the minutes section, we want you to track like what is the process or what's happening in the process, what it's involved in this activity.

SPEAKER_01 15:02

Yeah, just to add you can add it here.

The Real Reason People Leave

SPEAKER_02 15:11

I have been working with one client in a specific, these this topic of NPS, because with this client, he felt like he was preparing all his employees, and at certain point or certain time, they leave the firm. And it was a pattern that he has identified, and he was like uh uh like like extra tired of feeling like that or what was missing in the firm. So at the time that I was helping him to build his profile, uh, I was helping him to create the budgets and capacity and and everything. He just goes super deep in what it is, the NPS. In my experience, it was the very first client that identified that specific this section, it's being a problem. So after he identified this, we start a project on evaluation of different softwares that can help the employees to express their feeling. Or what was the motivation of being in the firm, which thin it are helping him to, I don't know, feel like more belonging to in the firm, you know? I always say that uh sometimes the problems can be super easy and uh for other people's minds can be super big. Like, I don't know, like my mouse, it's not working. So after we provide these, this uh channel to speak and say, like, you know, Ro, my mouse is not working. I am super frustrated. Well, the firm can provide you. So it's a solution that it's not investing a lot of money. The employee is feeling like value, like you know, like they feel like you're taking care of the employee. It's just small details that the employee it's feeling like no, uh, this work, they are taking care of my or my work and everything. So, yeah. Also, sometimes the the employees cannot make a match with what we are looking for, and probably these things it's gonna show us, you know, because it's one thing, what we think that they can be, or where is their future position or whatever. But at the time that they start working and show their abilities, we can be completely wrong and they're not making a match with the firm. So this is also opening this area of evaluation if uh what we have is a super great hire or not then. This uh section of the team NPS can be as more extent as we want or as easy as we

Staff Profiles And Revenue Capacity

SPEAKER_02 17:43

want. From my interpretation, this will start from the people section when we are adding the people. It's when we're constructing their profile. This is also being updating the team analysis that we reviewed before, but here's where we start when we are adding the employees. See, I'm gonna review this Jamie Chones section. As you know, and probably you have all your people here. Here's when we start building their card to say something and an evaluation. This first section that we have here, the staff profile, this will be able to see for every single access. So if we have something in the bio, we need to take care that uh the employees with the administration team access or production team access, they are gonna see this. This is because sometimes we have delegated this and they can update, talking about the email updates or the position. You know, it's all what they can see. And we're gonna review it this in a in a second. Uh let me just delete. Then what we're gonna have here, it's the contact detail, extra like just uh extra if you would like to add. This is just an open space. But here, the employment and human resources. This is where we are gonna be tracking their position, their abilities, their strengths, weaknesses, and also what is gonna be our investment in this person. As you can see, or goal, it's uh being a 360 view of the employee. We would like to see like, are they going themselves and what it's being the impact in the firm? So after we added this in all these calculations, see, we have a revenue capacity from them that is our responsibility to help them to produce this, this revenue capacity. Because this number, it's gonna uh if we provide the right tools, the right trainings, also allocating the right work because probably can be an issue with the production managers that we are not allocating the right work, the right amount or the right quality of work that they need to do. So this is super important number that we need to take care of. And and again, I like to see like that, like this is as owners' own responsibility, yeah, like to help the people to produce this. And and eventually, if we are doing these other sections that we have reviewing the alignment, people is gonna feel like express why they can or why they can't produce this. If this is not their capacity, we can be more infinitive reasons, you know. But yeah, I encourage you guys to review this section of the employment and human resources. And basically, like when you're working in your human resources sections, take the time to review their strengths, their weaknesses, evaluate your employees because if you probably find the right employee, you also will create like a role for your firm. It's easier if we know which persons are aligned to our firm, which persons we are looking to be part of our firm. And these sections in specific, it's gonna help us to accomplish that. Of course, this is gonna be our profit. What is the the profit that we are making with these employees? Here we will be able to see a calculator or chart rate. This is really great at the time to evaluate the what if scenarios. If we would like to get three times the salary, this is an ideal chart rate, but see, we are charging just 280. So this calculator helps us to identify how near, how far are we from our ideal chart chart rates and the agreements that we have with your with our employees. And yeah.

Reviews Subscriptions And Next Steps

SPEAKER_00 21:38

Thanks for tuning in to this episode of the Wi-Fi. If today's episode sparked an idea or helped you see things differently, please don't forget to leave us a review. And if you haven't subscribed to the podcast on your favorite platform yet, please go ahead and do that as well. Let's continue the conversation here through YouTube or any other social platform that you can find us. And just remember, if you're not a subscriber of a weekly Friday tip newsletter, get back to your box every week. Whether you're starting out or scaling up, you don't have to do it alone. Let's build a business that works for the white way. See you in the next episode.