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Operations Coaching

Well, now we arrive at the part of the process you are most comfortable with, or at least you are while you’re controlling the entire process.

The hard work may seem like it’s over now you have your client at the operations stage. After all, the client has proven they sufficiently know, like & trust you to place an order. But if you expect this customer to repeat purchase or to make regular referrals, the fun has only just begun.

Operations is all about repeatable quality. Yes, you have to set the bar higher than your competitors then maintain that standard. It’s no good being inconsistent. You can’t offer great service one time then offer a completely different level of service the next time.

So, how do you offer repeatable quality?
Systems.

Like you did in sales, you need to do the same with operations. Break down every step in the process from receipt of order to delivery to client & beyond. At each stage investigate how you can improve the level of communication with the client. Believe me, from the client’s point of view, no news isn’t good news, and silence isn’t golden. The client perception, the lack of communication is you avoiding an issue. Once the negative thoughts take root it’s hard to win back confidence, so make sure you build great client communication into the workflow.

You also need to be building efficiency improvements into your processes. Producing more for less will make you popular with the accounts team and your Bank Manager.

In the early stages it’s best practice to start developing a procedures document for each process. As you grow your team you need to ensure that consistency of process. Elect a systems champion to document the process. Sit them with whoever performs each task beyond the required standard, document exactly what’s being done then sit someone inexperienced in the seat to see if they can achieve the same standards by following the newly created document. If they struggle with any point, make changes to the document and start again. It sounds like a bit of a faff but it saves you training every new member of staff and ensures consistency.

We’re only scratching the surface of operations and already you can see the levels you need to achieve to own a successful company.

The constantly evolving Operations section of the grow Partnership website gives you access to videos, written text & downloadable documents to help you navigate the world of finance.

Contact Us Today To Have Your Free Consultation & Start The Journey That Takes Your Business From Surviving To Thriving