So what happens in your business if more than one staff member does not show up for work? What would happen if your office was struck by a viral flu outbreak and two of your staff members did not show up for a day or two on the same days? Would your business be in trouble? Could you or others on the staff cover for them? Do you even know what each person does all day? Even more importantly do you know how they do it or what passwords they use!
It’s not the sort of nightmare that happens regularly but it underlines the need to have the processes and procedures in place so your business can keep running. Not just job descriptions but an actual step by step procedure or checklist for even the most mundane but vitally important tasks.
If you have these processes and procedures documented you can co-opt a different staff member or even a temp to undertake the tasks that are required to have your business actually service your customers and in the worst possible scenario – survive!
Here are two quick tips to get you started on documenting your business operations:
Key People in Customer Service
Look at how your business operates and identify the key roles that you need to have functioning for your business to service its customers. Get each of these employees thinking ‘the-business-couldn’t-run-if-we-didn’t-do...’ and get them to write it down. Give them 20-30mins each day for a week to write down the step-by-step process of how they do it and the procedures surrounding it.
Key People in the Back Office
It might be processing payroll, doing the banking, calling customers on a schedule or producing invoices. No matter how well your customer service team operates if the back office isn’t functioning properly things won’t stay positive for long. Would your employees still be cheerful if their pay was wrong or didn’t get processed because ‘Jan’ is off sick? How long could your cash flow cope if customers aren’t being invoiced & money being banked? It is just as important to get your back office procedures in line. Have these staff members thinking the same & ask them to take time out each day for a week to write down their key tasks & how it is done.
Taking time to write & update your processes and procedures gives your business a powerful tool for success. It ensures customers get a consistent quality of service, provides clear direction to staff on a daily basis, makes staff accountable for their actions when deviating from procedure, and gives peace-of-mind that your business can operate in any circumstance.
If you don’t have time to collate all your staff notes into a manual or your staff don’t have time to write them then we can assist, contact one of our friendly team today.