There are many different ways to prioritise the systemisation of your business, and today I’m going to talk about my second suggested way of tackling this enormous task. In a previous article, I talked about using a graph to work out which of the tasks you do could you write a system for quickly, that could save you time each and every week, and then starting with those ‘quick wins’
The second method I want to look at is starting with those systems in your business (whether done by you or not) that are ‘customer facing’ systems.
Michael Gerber, Author of the E-Myth – a fantastic book that describes the importance of Systems in a business, talks about 3 functions of a business – making it, selling it and managing the money. I believe that systems can be broken down into seven categories
• Operational – making the thing you sell or delivering the service
• Finance – dealing with the money side of the business, both sales and purchasing
• Marketing – which includes both marketing your business and selling, or ‘closing the sale’
• People – if you want to have a great business, it will require people that are committed to helping it succeed and so you need systems to keep them motivated and on board
• Customer – to ensure that your customers get a great consistent experience, and that you are capturing feedback from them to ensure they remain loyal customers
• Leadership – it is important to continue to work ‘ON’ the business, ensuring that the vision and focus are being adhered to, and so you need systems in place to monitor this and the other business goals
• Administration – the catch all – all businesses have some systems that need to be followed but don’t fit into one of the other categories.
The systems that you could perhaps start with are all of those systems that touch the customer in some way – from the way you post on social media, how you close a sale, how you deliver your product, how you ask for money, or how you deal with a customer complaint.
To do this, brainstorm with your team all of the times that you interact with your customers, from before a sale, right through the buying process, and after they have purchased. Work out where in each interaction you can potentially wow that customer, then work out what systems need to be put in place for this wow to happen every single time you have that interaction with any of your customers.
You then need to prioritise the points of contact and create an action plan, and then you and your team can write these systems, ensuring that every point of contact that your customers have with you creates an amazing experience for them.
The third method of prioritising which systems to write will be shared very soon. If you think this will be of use, then please subscribe to my blog.
Article Source: Jenny Lukas
There are many different ways to prioritise the systemisation of your business, and today I’m going to touch on one of these. In a previous article, I have already mentioned listing all of the tasks that you, as the business owner do, that could be passed onto another team member, with just a little bit of thought, putting in place a system, and then training another person to do that particular task.
But how do you decide where to start, and which task to start with? You can use the chart below, as guidance to help you work out where to start.
Take your list of tasks and plot them on the chart in the appropriate place, estimating how long each task will take you to write a system for and to train another person, and how long in turn that will save you each week.
Some example tasks are…
a) Cleaning the office (because this is a task that you haven’t ever gotten around to passing on to a team member, but now is the time to realise that you should only do what you can do and you should get others to do those other tasks). So currently this might take 2 hours a week, and if you were to outsource it, the task of outsourcing to a cleaning company might take a couple of hours to find someone, and interview them, and so this task would probably sit in box 1, quite near the centre line.
b) Answering the telephone. The system for actually picking up the telephone is a fairly simple one, although there are some simple rules and a script that should be followed. The complex thing here is what to do with the call once you’ve established who is on the other end of the phone and what they want. You can write a checklist based on the most common phone calls you get, and then deal with the unusual ones as and when they come in and add to the system. To brainstorm the sort of calls you get and to write a system on how to deal with them could take maybe 2 or 3 days over a period of time (while making notes of all of the different types of call), but could also save a good chunk of time, maybe half a day a week? And so you might put this task in box 2.
c) Opening, date stamping, and scanning the post. While you might think, “well it only takes me 10 – 15 minutes a day to do this as we don’t have much post”, that’s potentially an hour a week you could save, on a system that might take half an hour to write. So maybe put that in box 3.
By doing this with all of your tasks you will be able to see those tasks that are in box 1, and it is these that you should work on first, as these take just a little time to put in place and will save lots of time over the coming weeks and months.
This will free up your time to work ‘ON’ the business, on the strategy and vision
There are 2 further methods of prioritising which systems to write that I want to share with you in the future. If you think this will be of use, then please subscribe to my blog.
Article Source: Jenny Lukas
Imagine this…a two week Caribbean cruise with your family. No internet access. No telephones. No access to your business. But you are completely relaxed, just enjoying the sights and sounds around you, and making memories with those people that you love the most. Back home you know that your business is thriving – you have an amazing team of people that will ensure that the work is done and that the business is continuing to make money, and that all of the customers are truly delighted. How fantastic would this be?
I’d never really thought about the power of systems within businesses until I read ‘The E-Myth’ by Michael Gerber, and watched his video Small Business Success. Even after working for almost 10 years for a bank, the word ‘system’ had never been mentioned, although there was lots of training around ‘how we do things at the bank’.
Michael Gerber really opened my eyes into understanding the difference between working for yourself and truly running a business that works without you, and about the type of business that I want. For many people the idea of having a business that not only works without you, but is incredibly successful without your day to day involvement would be a dream come true. And for many people that is all it will ever be – a dream!
But why is that? I know only too well. As a business owner, and self confessed control freak, I know how difficult it is ‘letting go’ and giving people the authority and responsibility to make decisions about your business. Not only that, but there is the desire in all of us to feel needed and important, and having people asking you for help, guidance and support fulfills that need.
It is entirely possible to create this business, allowing you to take time off to go on holiday and to spend with your family, and to take the time to work ON the business rather than always working IN it. Over the coming weeks and months I will be explaining how this can be done and by taking small steps how you can make the changes to your business.
To get you started, for the next few days make a list of every task that you do. Which of these do you do repeatedly and are repetitive? Which could, with the help of some guidance be passed onto someone else in your business so that you have more time to work on some of the other tasks on your ‘to do list’? I’m sure with some thought, you might be able to pass on 10% of your tasks. This could potentially free up half a day a week. What difference could that make to you?
Article Source: Jenny Lukas
- No matter what life throws at you, you can always bounce back and strive to achieve your dreams, and you shouldn’t let anything stand in your way. Don’t let anyone tell you that you can’t achieve your goals.
- We are all procrastinators in some way – you have to find your own way to overcome this and to ensure you do the important things, and not just fight those fires that keep us all busy.