This question and answer series of articles provides scenarios for business owners to find answers to business frustrations.
Q: How can any small business owner do everything you suggest? How do I make sure our clients are looked after properly? How do I train staff to do it the way I do it? How do I systemise everything?
You’re right. It’s all very daunting. However, I suggest you shift your focus. You are thinking entirely about the how; How to do stuff and how to ‘fix’ things. It’s time to shift your approach. Stop thinking about the how. Start thinking about the what and the results.
Begin with: What do I want to create with this business? What are the results that will show me I have done it? Then focus on the outcomes and the results.
Once you start with the desired end result clearly in mind, you can go back and work out the what: what needs to be done; what systems need to be in place; what it is that you will want to measure along the way to show you are heading towards your result. From there you can develop the how, but from a far more effective standpoint.
It might seem like a lot of work. But weigh that up with the alternative. Would you rather keep stumbling along, being constantly stressed because things are not being done smoothly and efficiently? Do you want to continue to expend your energy on ‘fixing’ all those things you don’t like or want in your business? Or would you like to eliminate them? You won’t get rid of them all at once, but you can remove them one by one? It doesn’t happen by magic. You need to find the time to do the thinking and the subsequent work. Believe me, it’s worth the effort.
Q: I have quite a few systems in place. On the whole, things are working quite well. However, there are still some staff who either don’t ‘buy-in’ or decide to alter the process to suit themselves. Also there is still a constant need for me to solve problems. How do I handle all of this? I’m determined to get there.
And I have no doubt you will get there.
Not getting buy-in will often happen if employees feel that systems have been imposed on them, or if they can’t see the point. And I have to assume that if you have a system in place that there is a result or outcome that it’s there to achieve. Are they clear on why it’s there? Have you discussed it with them or asked for their input? Rather than saying, “We have a problem here so now we’re all going to do it this way,” try a more collaborative approach. “This process doesn’t seem to be working as well as it should. I would welcome your thoughts as to how we can change or improve the way things are done at the moment so we have a more consistent outcome.” Even if you believe you know exactly what needs to be done, listen. Then together, or with the team, set it out in written form (hello – a system) and get agreement that this is the optimum way to approach this particular task. When you take this approach there is less of a tendency to short-cut or ignore the system.
Regarding the need for you to solve problems: I’m guessing this is because you have always been the go-to person for problems. Turn it around. Start asking them what they think the solution should be and discuss it, and then have them action it. Introduce the concept “bring me solutions not problems”. This has huge benefits. It gives them the freedom to make decisions (and mistakes, which are OK as long as they learn from them). It develops confidence, makes them potentially better employees and team members, frees up your time (to do more strategic thinking) and generally improves the whole workplace environment.
Watch for Part Nineteen…coming next week!
Until next time…
P.S. Learn more about working ON your business–talk to the coach! Click here to connect with me!