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.