Explore deeper how your business systems affect your customers' experience and business profitability
Business Efficiency is a reflection of caring for your customers.
When a business is customer-focused and operates with efficiency repeat buyers and referrals continue to fuel its success. Your customers' experience with your business will determine whether new customers return and existing customers refer.
It requires you to be curious and explore all the moving parts of your business consistently. Then by building a culture of responsibility within your team, and holding them accountable to a system, your customers know exactly what to expect when engaging with your business.
Use these 8 business strategies to help you lead your business towards becoming more efficient
Where the Customer and Team intersect on the model is a Business Essential called EFFICIENT. Every business should use a systems-approach towards creating efficiency. This means systems run the business, and team members operate the systems. When a business has structure and systems in place greater consistency in execution occurs resulting in less mistakes and better margins.
Becoming more efficient is one of two Business Essentials that impact the level of PRECISION in your business. When you seek greater efficiency in your business you show you care, and both your emplyees and customer will notice. The result of improving Precision in your business is delivering an exceptional customer experience every time.
Establish a Culture of Responsibility
You as the business leader establish what's most important to you, and you build around that. If efficiency is important for your business, then establishing clear points of responsibility is essential. You can't do everything yourself, and nobody can do it as good as you, so you letting go and making others responsible provides you the time to work ON other areas of the business that need your attention.
Explore for Bottlenecks, Mistakes and Friction Points
If there's one thing customers hate it's a business they plainly see operating inefficiently. Bottlenecks, mistakes, and friction can be seen easily by others, yet often those closest to the business see things as just a normal day. Sometime these issues can be found in the numbers. Other times they appear as a 1-star review. Once you dig deeper you'll probably find answers to problems.
Adopt a Systems Approach
When customers see an inefficiently operating business they often view it as a people problem. More often it's not the person, it's a systems problem within the business. Every process within your business is a system. It needs to be documented, and the team needs to be trained on how the system works. The system is designed to provide the best customer experience, and when executed well it will be.
Document Processes, Procedures, and Responsibilities
When you are ready to take all the guesswork out of how your business operates you will document all these details. Then you will train and hold others responsible for their role on the team. The systems you create run the business. The people you hire run the systems. Seems simple, but it requires one to focus on the experience you want your customer to have with your business.
Create Accountability Using Performance KPIs
What happens when your business has well established systems and your customer experience is good, yet sales and income aren't? This challenge is best solved when you manage your business by the numbers. Individuals and teams can have their own goals and KPIs to help you monitor the performance of the business and individuals. Team members are responsibile for their action and accountable to results.
Learn and Adapt to Customer Feedback
Your customers know where your business can do better, yet too often that feedback comes in the form of negative reviews. While reviews offer insight to one customer's experience, multiple with the same experience requires immediate action. Not every customer suggestion is going to be worthy of making changes, keeping your attention on what feedback you receive can turn into system improvements.
Define Your Customers' Journey and Create an Experience
Every customer is going to be guided by their perceptions, and as we know these perceptions can be unique. The old saying, you can't be everything to everybody, holds true. You will never be able to please every person, yet you can set expectations for your customers through consistent execution of your product or service. The experience is in the eye of the beholder. You get to set what that is for your business.
Recognize the Contributions of Your Team Members
Loyal team members have one thing in common. They feel good about the contribution they make to your business. Recognizing these team members as a business leader helps others see where they fit in to the overall success of the business. As stated before, you can't do it all on your own and having committed team members is a retention strategy that strengthens the business' ability to deliver consistently.