Your business will never achieve TRUE GREATNESS if it is always “winging it”.
Making stuff up as you go along, or flying by the seat of your pants may occasionally work for you, but for consistent high performance in your business you need to have easily learnable and easily doable processes and systems that your business follows.
Jayne and I have been housesitting recently while we’ve been having some renovations completed at our own home.
In one town, the home that we’ve been looking after is conveniently located near a nice Public House and also a great pizza restaurant, so once a week, Jayne and I will go out for a couple of adult beverages at the Public House, and then phone ahead to the pizza place and order a couple of pizzas to pick up and take home.
What we’ve noticed is that the time taken to make the pizza is longer than the time taken to drink the second beverage, so last weekend, with it being a long weekend and all, we thought we’d phone early so that we could time our pizza collection better.
And I’m so glad I did phone early. In fact I phoned as we had just sat down with our first beverages, and the lady at the pizza place told me that the pick-up time for the pizzas was 80 minutes [which was longer than in previous weeks].
Because they could only fit a certain number of pizzas in their pizza oven at one time, and because the pizzas took a certain amount of time to cook, the timing of their delivery of hot cooked finished pizzas for pick up and for their restaurant was limited.
As such, they just couldn’t simply take orders and then disappoint customers with delays and late delivery times.
What impressed me about this pizza restaurant was that each and every time we had phoned and ordered pizzas, the pizzas were always ready at the time that they said they would be ready.
It was easily apparent to me that the pizza restaurant knew its capabilities and limitations based on the size and capacity of their pizza oven, and they had systematised their cooking and delivery processes so that dine in and pick up customers alike knew exactly when their piping-hot pizzas would be ready.
In your business…
In your business, do you have systems in place that allow you to deliver your best products and services in an orderly manner that has your customers saying:
“WOW! These guys really know what they’re doing.”
Or is the delivery of your product or service done so in a very haphazard and unorganised manner, where customers and clients are kept waiting, and no respect is shown for their time, and for their patronage.
A business with great systems respects its customers.
And respects its team members.
Businesses with great systems are a pleasure to do business with and are a great place to work.
How great are the systems where you are working?
Are they truly world class? And great?
What could you be doing to improve your systems?
What are you doing to improve your systems?
Does your business even have good systems?
And if not, then why not?
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Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business