Navigating Client Concerns and Remote Work Challenges

In the complex world of managing remote teams, every day brings a new challenge, and every challenge teaches us something valuable. As an Employer of Record (EOR) in India, I’ve had the opportunity to build and manage teams for clients across the globe, ensuring seamless operations despite the distance. But there are times when things don’t go as smoothly as we’d like, and it’s in those moments that true leadership and adaptability are tested.

One day, I received a call from a US-based client. The conversation began with a tone of concern and dissatisfaction. The client was unhappy with the performance of one of our employees, someone who had previously been a model worker—diligent, prompt, and reliable. However, the employee’s recent behavior was troubling. He was logging in late for calls, missing deadlines, and the quality of his work had noticeably declined.

The client was puzzled and frustrated. “What’s going on with him?” he asked. “He used to be one of our best, but now it’s like he’s lost interest.”

I knew I had to investigate further. This employee was working from home, and being in a different state, a face-to-face meeting wasn’t feasible. So, I picked up the phone and gave him a call. After exchanging pleasantries, I gently asked him how he was doing, how he was finding his work, and whether there was anything troubling him. At first, he was defensive. He assured me that everything was fine and that he would improve his performance.

But the improvement didn’t come. Weeks passed, and the client’s concerns only grew. I knew something deeper was wrong, so I decided to dig deeper. This time, I was more direct. I asked him if he was facing any issues working from home, or if there was something distracting him.

That’s when the truth came out. Reluctantly, he admitted that he had taken up another job, working for a different company on the side—moonlighting, as it’s often called. This was against our work policy, and it explained everything—the late logins, the missed deadlines, the decline in work quality. He was stretched too thin, trying to juggle two jobs, and as a result, his performance in both was suffering.

It was a difficult situation. While I understood the pressures that might have led him to seek additional income, this was a clear violation of our agreement and the trust we had placed in him. Ultimately, I had to make the tough decision to terminate his employment. This wasn’t just about one individual—it was about setting a precedent for the entire team. Integrity and commitment are non-negotiable, especially in a remote work environment where trust is paramount.

This incident was a turning point for us as an EOR. While we had always emphasized the benefits of remote working, this experience highlighted the need for stronger work monitoring and control systems. It also reinforced the importance of work ethics and integrity in our teams. We learned that while remote work offers incredible flexibility, it also requires a higher level of accountability and trust.

In response, we worked closely with our clients to implement more robust monitoring tools, ensuring that productivity and performance standards were met consistently. We also began to place even greater emphasis on the importance of work ethics during our onboarding process, making it clear that while we offer flexibility, we expect integrity in return.

For any EOR client looking to build remote teams in India, this story serves as a reminder that while challenges will arise, it’s how we respond to them that defines our success. We don’t just manage teams—we learn, we adapt, and we evolve to ensure that our clients receive the best possible service, no matter the circumstances.