Operations is everything you do to service your customer, patient, ormember. The level of service you provide determines whether they willascend the “loyalty ladder” and go from customer to client. What’s the difference between a customer and a client? A customer buys something solely on the price, value, or special, but doesn’t have any loyalty to you. A client wants…
The Five Secrets of a Phenomenal Business; Secret #2 Sales System
“Sales” is everything you do to turn a prospect into a paying customer.Once you generate prospects through marketing, the sales system is what turns them from prospects to customers. Remember, you want a phenomenal sales system. This system includes answering the phone, your phone scripts, respondingto an email opt-in, presentations, and so on. Once they have actuallypurchased something from you,…
The Five Secrets of a Phenomenal Business; Secret #1
“The secret is the system.” –Michael E. Gerber In 2011, I had the pleasure of helping Tom Ziglar, son of Zig Ziglar, create a powerful business assessment for Zig Ziglar’s last book Born To Win, which Tom co-authored. Tom and I had our own lists of the core systems a business should have, and they were a little different. As…
THE 5 VITAL COMPONENTS OF A SYSTEM; COMPONENT: Systems Component #5: Position Results Descriptions
Once you’ve determined what positions you are going to fulfill in the business, you need to fill in the other boxes. Position descriptions or job descriptions is the next component. Position descriptions outline each of the roles and the duties required to fulfill that position. Many job description examples are long and cumbersome. A simple way to do it…
THE 5 VITAL COMPONENTS OF A SYSTEM; COMPONENT: #3 Policies, #4 Procedures
Systems Component #3: Policies These are the guidelines—the rules and regulations. Policies are to clarify expectations on conduct issues, dress code, etc. A good example of a set of policies is what would be in your Employee Handbook. Be sure that your policies complement your mission rather than compete with it. For instance, if your mission is to provide the…