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Author: Kathy Gulrich Article source: http://www.workoninternet.com/. Used with author's permission.
I had a health scare in December.
As it turns out, everything's perfectly okay. But the possibility
of things not being okay really knocked me for a loop.
For the first time ... ever ... I thought about what would
happen to my business if I suddenly weren't around to take
care of it.
What an eye-opener!
Fact is, I'm the only person who really knows how things
work in my business.
Several people - from my attorney to my coach to my book
printer - know 'bits' of it. But there's really no one who knows
enough about my business to step in, figure things out, and
keep things moving without me.
And that was pretty scary to me. (Fortunately, it was scary
enough to actually do something about it.)
Thought it would be helpful to share with you what's working
for me....
1 - Put your business systems in writing
The good news: I know exactly how things work in my
business.
The not-so-good news: I'm the only person who knows
exactly how things work in my business.
Why is this a problem?
For starters, I'm heading out on vacation tomorrow. And I
don't want to bring work with me! If I'm the only person who
knows how to keep things moving, how is this possible?
It's clear I need some systems. So what needs to be in
writing?
Ideally, practically everything. But you might want to start
with something fairly easy. Say, how you 'process' new
customers, or clients.
When someone decides to work with me as an Art Coach,
here's what happens:
• We make our first coaching appointment
• I get credit or debit card authorization for payment of
coaching fees
• I send out a Welcome Pack, which includes: pocket
folder/label, cover letter, business card, Policies &
Procedures, Client Data Form, Client Checklist, Coaching
Prep Form, and additional information about coaching
• I use my 'KG Checklist' to check off the exact forms I send
out; note date mailed/delivered
• I prepare a client folder for my office: insert checklist, cover
letter and all info/notes to date, write phone number on tab,
write date of first coaching appointment (and all subsequent
appointments) on the folder cover
• I follow up and note when the signed Policies &
Procedures form is returned, and add it to the client folder
• I staple the completed Client Data Form to the inside cover
of the client folder
• As we work together, I add all relevant materials
(correspondence, artwork samples, etc.) to the folder
What's your 'system' or 'process' for prospects and new
customers? Do you:
• Capture all their contact information (name, address,
phone, email, snail mail)?
• Send them a thank you note?
• Give/send them an Artist Pack (folder with you Bio, Artist
Statement, Resume, and other information about you and
your work)?
• Add them to your database? How? When?
• Follow up with them regularly? How often? In what
way(s)?
• Invite them to your events?
• Send event announcements?
• Send holiday cards?
• Ask them for referrals?
Chances are, if you have a 'system' for doing things, you'll
be more consistent. And that's likely to make your business
stronger.
2 - Let people know where you keep things
Okay, I actually do need to be around for some things - for
example, my 1:1 telephone coaching sessions.
But other processes don't need me at all. Take, for
example, my book, "187 Tips for Artists."
• It's already written, already published
• Website's up
• Advertising (googleAdwords) is in place
• Orders are moving smoothly through online booksellers,
my website/shopping cart, retail outlets
• Revenue is automatically deposited in my business
account
So what's the problem? Once again, I'm the only person
right now who knows how this works.
Unless I write down my 'book-selling' system - and let
someone know where to find it - if I'm not around, my book
sales come to a screeching halt.
I've put way too much work into the book to allow that to
happen. So I'm writing - and will soon be sharing - exactly
how my 'book-selling' system works, and how to keep it
working without me.
So that's the point of this section: Writing your systems is
just the first step. You also have to let a trusted colleague
(or assistant, or family member, or friend) know where they
are - and how to use them.
3 - Automate and delegate
One of the coolest benefits of writing out your systems and
procedures is that you'll see places that you can automate ...
or delegate.
Yep. That means less work for you!
Looking back at my procedures for new clients, for example,
it's pretty clear that I don't need to do everything myself.
For starters, I could ask someone else to put together and
mail the Welcome Packs for me. That could be a half hour
or so every time I add a client.
And where does automation come in? Wherever possible, I
say. Case in point, I used my automated broadcasting
system to send out this month's newsletter.
I couldn't do it myself, because I was on vacation.....
Ahhhhhhhh. Automation.............. Best-selling author Kathy Gulrich helps clients get from idea, to action, to results - more quickly, and more easily - whether they're looking to write a book, develop a new product, or market their product or business. Clients love her direct, no-nonsense approach - and her gentle insistence on great results. Find out for yourself: Check out one of Kathy's teleclasses, or pick up a free worksheet, at http://www.smARTbusinessCoaching.com
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