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Hub You - Will Your Business Survive Without You?
Establishing an effective performance management system, with-in the call center/customer service arena, is critical when you desire to deliver "best in class" service and sales.Outlined below is an example of an effective model that you can utilize in your department to deliver exceptional performance. I like to refer to this as the performance management cycle:The Performance Management Cycle has four elements:1. Setting goals and objectives;2. providing ongoing feedback; 3. coaching, and 4. performance reviewsThese elements are described below.Setting goals and objectives
I follow up and note when the signed Policies & Procedures form is returned, and add it to the client folder
I staple the completed Client Data Form to the inside cover of the client folder
As we work together, I add all relevant materials (correspondence, samples, etc.) to the folder
What's your 'system' or 'process' f
Our experience as customers offers great instruction into the concept of branding. Come with me on a recent experience and youll see what I mean. Heres the situation:I want to order an 800 number. On my AT&T bill is a customer services number. I call it. A voice mail gives four options. None of which I want. Just TRY to get a representative. I am instructed to dial another number. I am given three options. Hit 0 for operator and the disembodied voice says I have called after hours. The hours are 7am - 10-pm Monday- Fri. Eastern Standard Time.Fine. It is now 4am Monday in California. They should be open. By 4:30am in CA I have called repe
As it turns out, everything's perfectly okay. But the possibility of things not being okay really knocked me for a loop.
For the first time ... ever ... I thought about what would happen to my business if I suddenly weren't around to take care of it.
What an eye-opener!
Fact is, I'm the only person who really knows how things work in my business.
Several people - from my attorney to my coach to my book printer - know 'bits' of it. But there's really no one who knows enough about my business to step in, figure things out, and keep things moving without me.
And that was pretty scary to me. (Fortunately, it was scary enough to actually do something about it.)
Thought it would be helpful to share with you what's working for me....
1 - Put your business systems in writing
The good news: I know exactly how things work in my business.
The not-so-good news: I'm the only person who knows exactly how things work in my business.
Why is this a problem?
For starters, I'm heading out on vacation tomorrow. And I don't want to bring work with me! If I'm the only person who knows how to keep things moving, how is this possible?
It's clear I need some systems. So what needs to be in writing?
Ideally, practically everything. But you might want to start with something fairly easy. Say, how you 'process' new customers, or clients.
When someone decides to work with me as a coach, here's what happens:
We make our first coaching appointment
I get credit or debit card authorization for payment of coaching fees
I send out a Welcome Pack, which includes: pocket folder/label, cover letter, business card, Policies & Procedures, Client Data Form, Client Checklist, Coaching Prep Form, and additional information about coaching
I use my 'KG Checklist' to check off the exact forms I send out; note date mailed/delivered
I prepare a client folder for my office: insert checklist, cover letter and all info/notes to date, write phone number on tab, write date of first coaching appointment (and all subsequent appointments) on the folder cover
I follow up and note when the signed Policies & Procedures form is returned, and add it to the client folder
I staple the completed Client Data Form to the inside cover of the client folder
As we work together, I add all relevant materials (correspondence, samples, etc.) to the folder
What's your 'system' or 'process' fo
The benefits immigration has historically provided to the America economy and lifestyle has been thoroughly documented. The waves of Irish, Italian, and eastern Europeans that swamped Ellis Island during the 19th century brought little more than hope and the drive to discover an opportunity to pursue a better life in the New World. They were ravaged by the historic poverty in their homelands, hungry, illiterate in many cases and did not speak English. And yet, despite these daunting obstacles, these immigrant masses were the forerunner of the diaspora that continues to this day and from which the United States has enjoyed immeasurable benefits.Many conte
And that was pretty scary to me. (Fortunately, it was scary enough to actually do something about it.)
Thought it would be helpful to share with you what's working for me....
1 - Put your business systems in writing
The good news: I know exactly how things work in my business.
The not-so-good news: I'm the only person who knows exactly how things work in my business.
Why is this a problem?
For starters, I'm heading out on vacation tomorrow. And I don't want to bring work with me! If I'm the only person who knows how to keep things moving, how is this possible?
It's clear I need some systems. So what needs to be in writing?
Ideally, practically everything. But you might want to start with something fairly easy. Say, how you 'process' new customers, or clients.
When someone decides to work with me as a coach, here's what happens:
We make our first coaching appointment
I get credit or debit card authorization for payment of coaching fees
I send out a Welcome Pack, which includes: pocket folder/label, cover letter, business card, Policies & Procedures, Client Data Form, Client Checklist, Coaching Prep Form, and additional information about coaching
I use my 'KG Checklist' to check off the exact forms I send out; note date mailed/delivered
I prepare a client folder for my office: insert checklist, cover letter and all info/notes to date, write phone number on tab, write date of first coaching appointment (and all subsequent appointments) on the folder cover
I follow up and note when the signed Policies & Procedures form is returned, and add it to the client folder
I staple the completed Client Data Form to the inside cover of the client folder
As we work together, I add all relevant materials (correspondence, samples, etc.) to the folder
What's your 'system' or 'process' f
Every smart manager or boss knows good company morale is priceless. They know rewarding clients, customers or employees for their continued patronage or hard work makes good business sense.The holiday season is the perfect occasion where goodwill can help build company spirit and continued patronage. You should spare no expense in presenting a nice token of your appreciation for all the hard work and loyalty displayed throughout the year.However, playing Santa in the corporate world does come with a few problems. Especially if you're a boss or employer who procrastinates or puts everything off until the last minute. You may fin
Why is this a problem?
For starters, I'm heading out on vacation tomorrow. And I don't want to bring work with me! If I'm the only person who knows how to keep things moving, how is this possible?
It's clear I need some systems. So what needs to be in writing?
Ideally, practically everything. But you might want to start with something fairly easy. Say, how you 'process' new customers, or clients.
When someone decides to work with me as a coach, here's what happens:
We make our first coaching appointment
I get credit or debit card authorization for payment of coaching fees
I send out a Welcome Pack, which includes: pocket folder/label, cover letter, business card, Policies & Procedures, Client Data Form, Client Checklist, Coaching Prep Form, and additional information about coaching
I use my 'KG Checklist' to check off the exact forms I send out; note date mailed/delivered
I prepare a client folder for my office: insert checklist, cover letter and all info/notes to date, write phone number on tab, write date of first coaching appointment (and all subsequent appointments) on the folder cover
I follow up and note when the signed Policies & Procedures form is returned, and add it to the client folder
I staple the completed Client Data Form to the inside cover of the client folder
As we work together, I add all relevant materials (correspondence, samples, etc.) to the folder
What's your 'system' or 'process' f
Are you an entrepreneur still stuck inside an employee's body?Many people want to have the time freedom that a serious entrepreneurial endeavor can bring them, but they don't want to buy themselves a job either.Here are 5 steps you can take to learn how to become an entrepreneur that will lead you in the right direction.Step one, find a mentor or someone who is already achieving the results you are looking for. This is someone who can help you set up a plan for success in your business.The second step is make sure the products you will be selling or marketing are something that you can be proud of, a
We make our first coaching appointment
I get credit or debit card authorization for payment of coaching fees
I send out a Welcome Pack, which includes: pocket folder/label, cover letter, business card, Policies & Procedures, Client Data Form, Client Checklist, Coaching Prep Form, and additional information about coaching
I use my 'KG Checklist' to check off the exact forms I send out; note date mailed/delivered
I prepare a client folder for my office: insert checklist, cover letter and all info/notes to date, write phone number on tab, write date of first coaching appointment (and all subsequent appointments) on the folder cover
I follow up and note when the signed Policies & Procedures form is returned, and add it to the client folder
I staple the completed Client Data Form to the inside cover of the client folder
As we work together, I add all relevant materials (correspondence, samples, etc.) to the folder
What's your 'system' or 'process' f
In certain places where there is a high volume of visitors, especially tourist destinations like Cancun, Mexico, it can be expected that a large number of hotels and other forms of accommodations are located there. A person who wishes to work in the hotel industry would do well to start in these places, as the hotels can give them the best training and experience in the industry. Before a person starts applying, however, he must first know what to expect with regard to the job descriptions of different hotel personnel so that he is properly guided in his application.General job descriptionAmong all hotel personnel, a general job description is to
I follow up and note when the signed Policies & Procedures form is returned, and add it to the client folder
I staple the completed Client Data Form to the inside cover of the client folder
As we work together, I add all relevant materials (correspondence, samples, etc.) to the folder
What's your 'system' or 'process' for prospects and new customers? Do you:
Capture all their contact information (name, address, phone, email, snail mail)?
Send them a thank you note?
Give/send them an information packet (folder with your Bio, Resume, and other information about your company)?
Add them to your database? How? When?
Follow up with them regularly? How often? In what way(s)?
Invite them to your events?
Send holiday cards?
Ask them for referrals?
Chances are, if you have a 'system' for doing things, you'll be more consistent. And that's likely to make your business stronger.
2 - Let people know where you keep things
Okay, I actually do need to be around for some things - for example, my 1:1 telephone coaching sessions.
But other processes don't need me at all. Take, for example, my book, "Build Your Business With Testimonials: Ten Steps to More Clients, More Customers, More Sales."
It's already written, already published
Website's up
Advertising (googleAdwords) is in place
Orders are moving smoothly through online booksellers, my website/shopping cart, retail outlets
Revenue is automatically deposited in my business account
So what's the problem? Once again, I'm the only person right now who knows how this works.
Unless I write down my 'book-selling' system - and let someone know where to find it - if I'm not around, my book sales come to a screeching halt.
I've put way too much work into the book to allow that to happen. So I'm writing - and will soon be sharing - exactly how my 'book-selling' system works, and how to keep it working without me.
So that's the point of this section: Writing your systems is just the first step. You also have to let a trusted colleague (or assistant, or family member, or friend) know where they are - and how to use them.
3 - Automate and delegate
One of the coolest benefits of writing out your systems and procedures is that you'll see place
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