Small Business Success: Crafting Business Processes that Work

Have you ever found yourself in the middle of a situation that would have gone so much smoother if the communication and process had been more effective and consistent?  I think we all have, whether it was the process of getting your favorite drink at the coffee shop, hiring a contractor to help in your business, or buying a high ticket item like a car or a house.

My own experience with a recent project was tainted by a lack of overall vision, and it highlighted the profound impact that disjointed processes can have—not just on productivity, but on the human spirit itself. This experience, while frustrating on many levels, served as a valuable reminder of a principle I hold dear – the importance and power of beginning with the end in mind.  No matter what the process is, the ability to cast the vision, and then working to create the individual pieces that fit together to create that vision is the best way to end up with the desired end result and a happy client at the same time. 

If the process is too complicated or you feel like your time is being wasted, your love for the product, service, or business quickly starts to diminish, right?

The Pitfalls of Disjointed Processes

Imagine a scenario where every team member works in isolation, unaware of how their piece fits into the puzzle. This was the reality during my recent project, and the absence of a shared vision led to inefficiencies that were not just time-consuming but soul-sucking for me, and most likely for all involved.

Unfortunately, this is a scenario that often plays out in small businesses, too.  You may not have a lot of people in the mix, but you start out doing things one way in your business, and then as things morph and grow, you add in processes, steps, ways of doing things, and don’t necessarily adjust or get rid of your original processes – you just ADD in.  It’s totally a natural progression, but it ultimately leads to inefficiencies that can take a ton of extra time and not give your clients the best experience.

The Art of Seeing the Big Picture

My strength lies in my ability to envision the entire process and see how the pieces of the puzzle fit together to create that process.  This high-level vision is crucial, yet it’s what many small businesses lack when they add new processes or technologies. The result? A confusing process that leaves both clients and business owners frustrated and disappointed.

Let’s consider the client’s journey, for example.  At the highest level, what are we trying to accomplish?  We’re trying to turn that client inquiry into a paying client.

Ok, so HOW are you going to do that?  What is the process?  What are the actual steps you and your client are taking along that journey, and are they the most effective?  I often find that we small business owners tend to overthink and overcomplicate the process, and insert too many steps along the way, creating roadblocks that stop the client in their tracks.

Effective communication throughout the client journey is critical, but when you take three steps to accomplish what you could in one, you’re not doing yourself or your clients any favors. 

Getting your clients from inquiry to sale in a manner that gives them the information they want and need while also honoring their time will be the key.  You need to tailor your processes to the way your customers want to be dealt with, not the way you’ve always done it or the way YOU want to do it.

Evaluating Your Processes: Questions to Ask Yourself

No matter where you are in your journey as a business owner, it’s a good idea to regularly reevaluate your processes and make sure they are still working for you and your clients. Here are a few questions to ask as you perform that review:

1. Why are we doing this? Scrutinize each process to ensure it serves a vital purpose. If it’s merely a relic of “how things have always been done,” it’s time to reassess.
2. When does it need to be communicated? Timing can be as crucial as the message itself. Evaluate the sequence of your processes to make sure the right information is going out at the right time.
3. What is the client going to get from this? Every step should add value from the client’s perspective, enhancing their experience and satisfaction.
4. How will this elevate their experience with us? Consider whether a process enhances the client journey or if it could potentially detract from it.
5. Could we combine or streamline our processes? Look for opportunities to consolidate steps, eliminate redundancies and save precious time for both you and your clients.
6. What should we be doing that we’re not? This question opens the door to innovation and improvement, encouraging you to consider new approaches that could benefit your business and your clients.
7. What are we spending time on that could be handled another way?  If, for example, you are always answering the same questions over and over, incorporate the answers to those questions as FAQ on your website, in the email inquiry, etc.  Think outside the box.
8. How can we revise our processes to be more efficient, effective, and enjoyable, keeping both our client’s needs and our business goals in mind?

From Inquiry to Delivery: A Seamless Journey

Transforming an inquiry into a delighted client should be a seamless journey. Yet, it’s there, in the maze of conversion that so many small businesses fall down. Simplify the path. Whether it’s reducing the steps in your sales process or ensuring your responses are as informative as they are welcoming, every interaction should be intentional and designed to move both you and your ideal client closer to the end goal with grace and efficiency.

The Magic Wand of Automation and Personalization

In our digital age, the number of tools at our disposal can seem limitless. And they can be extremely helpful (take 17hats for example), yet, it’s not about having all the tools; it’s about using the right ones with intention. Automation can take the mundane tasks off your plate, but automation with personalization will ensure your clients still feel seen and valued. You’ll need to find the balance that allows you to automate where appropriate while still maintaining the personal touch that sets your business apart.

Conclusion: Keep your Client Top of Mind

As I reflect on my own recent experience, I’m reminded of the power of perspective. Seeing the big picture, communicating how the pieces fit together, and placing value on your client’s time and effort—is key to keeping your clients engaged and excited. When you keep your clients top of mind and deliver a consistent, quality process, you have the potential to create something truly magical in your business.

RESOURCES

If you understand the value of having solid processes in your business, and are looking for some outside perspective to help you dial things in, my one to one consulting services may be the answer.  You can schedule a free discovery here to talk about options:  Schedule Call

Or, if you’re a DIY’er looking for guidance to get you started, you might want to make plans to attend an upcoming workshop.  Check out my workshop schedule here: Workshop Schedule

17hats – If you’re looking for a system to help you automate your processes, while also maintaining a high level of personalization, I would love to chat with you about the benefits of a business management system like 17hats.  I offer setup and consultation services as well if you’re currently a user and need some help to take your utilization to the next level.  You can schedule a free call here:  Schedule Call, or if you’re ready to purchase 17hats, you can get 50% off your first year by using my referral code here:  17hats Referral Code

Deb Mitzel is a Small Business Operations Consultant & Coach, as well as a 17hats Implementation Specialist. Deb is passionate about helping her clients get time back so they have the bandwidth to bring their personal and professional dreams to life. She believes that an Integrated Life – one where your life and business are designed to serve you best – is not only possible, but achievable. If you need help with your business and would like to chat with Deb, she offers a Free Discovery Call to learn more. Click below to schedule your call!