Michael was FRUSTRATED!
His business was doing really well (he thought) – his staff were always busy, and new customers were constantly coming on board.
But it felt like he just had TOO MUCH work.
But at the back of his mind, Michael was wondering if there wasn’t a better way. He just didn’t have time to find the solution – it might be a good problem to have, but that doesn’t mean it’s not a problem!
When I first sat down with Mike to discuss his business operations, it became clear that he’d been focusing on doing excellent work for his customers – and his staff were doing the same. But there wasn’t a sense of confidence that his customers were all getting the same level of service – in fact some recent additions had needed to call in to ask some basic questions that really should have been answered already.
Mike and I discussed his plans and purpose – WHY he was doing this in the first place, and we were able to work out some clear goals for the project. I spent some time working with his staff to understand how things were being done, and creating the basic documents needed to ensure 100% quality in every customer interaction. We took the best examples of service and built them into repeatable procedures that other staff could be trained in. And we started tracking our success rates – both quality and time required. His team became even more engaged now that they had the resources they needed to provide excellent service, and Michael gained what he’d been needing all along – the time and insight necessary to work ON his business instead of only IN his business.
Do you have a story like Mike’s? If so, we can help you!
Let me know in the comments below, or get in touch with us now and we’ll contact you to discuss how you can benefit from Strategic Venture’s expertise.