Freedom Through Systems™

Can you believe it? In just a few days 2009 comes to a close, and a new decade begins.

Do we call this the “10’s”? Seems like just yesterday it was the “90’s”!

I have a quick tip for you to close out the year, but I also want to say Thank You!

Thanks for subscribing to Inside Secrets of a Systems-Run Agency. I appreciate the opportunity to share with you each week.

I’m grateful for so much – my wife Donna, wonderful family and friends, my coaching clients, my home and shelter – I could go on and on. And I will in my heart, but won’t bore you with the list!

No matter what 2009 was like for you, there is always something to be grateful for. It could be as simple as knowing you have family and friends who love you.

It could be the home that provides you shelter. The bed that provides you comfort. Hot running water is one of my favorites! Just think what life would be like without it.

It could be your business that continues to allow you to attract money into your life.

There is so much to be grateful for. Don’t take it for granted. Find the parts that you can appreciate.

I encourage you to make your own gratitude list. Writing it down is a great exercise. Allow gratitude to fill your heart.

And take that wonderful feeling into your plans for 2010.

Now, a quick tip to close out the year:

Role playing is a tremendous training tool … especially for prospect and client interactions. And when you role play, you should try to emulate the real situation as closely as possible.

Chances are most of your client interactions are on the phone, and when you’re on the phone you can’t see the client.

So, when you role play your sales and service interactions, make sure you turn away from each other! Match reality by only having words and the tone of voice to work with.

This will identify areas needing improvement during training and make your team training much more effective.

Have a Happy New Year and a prosperous 2010!

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

A coaching client asked me just yesterday about creating accountability. Accountability is an important component of your systems.

When you do the work of defining the best way to do something you want to make sure it’s being done that way and working as expected.

For non-reactive tasks – the things that simply must be done in your agency every day, week, month – I support 100% accountability.

That is … Accountability Checklists that list all those tasks …

Procedural documentation for each task explaining how to do it …

And assignment to team members who complete and submit the checklists to management.

For reactive tasks – things that come up when they come up like service calls – there’s more of a continuum.

The level of accountability will vary from process to process depending on your personal preferences.

At the bottom of the scale is doing nothing – no documentation, no accountability. There’s way too much of this going on already!

Moving up you can document your standards and expectations for a process.

Here you document how you expect your team to behave. Little accountability, but at least everyone knows what’s expected.

Next up the continuum is a process summary. With this you document the flow of a process in general terms of what gets done and who does it.

After that you get into detailed procedures. Now you’re spelling out how to perform each step of the process in detail.

And at the top of the scale you can implement process checklists. These are interactive tools that guide your staff through a process step by step.

Which approach is right for you? As I said, it will vary from process to process.

Some things are so important, and perhaps complex, that you want total control over the process each time. A process checklist is the way to go.

But you also have to recognize that too many process checklists can be counter-productive. And you have other documentation levels you can use.

There are no hard and fast rules here. Only what makes sense to you for a given process in your agency…

Balancing the importance and complexity of a process with the level of accountability desired.

For an explanation of each type of documentation look at the archives for August & September 2009.

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

You know it occurred to me that my tips are often about detailed aspects of effective agency systems.

And while you may (I hope) get a little something from each tip, what if the big picture isn’t really clear … to see where those details fit in?

So, here’s the proverbial 10,000 foot view of systemizing your agency.

1. Deliberately identify the tasks and functions going on in your agency. Separate non-reactive tasks from reactive tasks.
2. In a controlled, organized and deliberate fashion – not all at once like a thousand engine parts splayed across the garage floor – examine each function and task.
3. One by one, with one eye on designing and extraordinary client experience and the other on operating at maximum efficiency and lowest cost, determine the best way to perform each process … and push all work to the lowest-cost position possible.
4. Document your decisions, processes and workflows for all to see, and make it easily accessible by your team.
5. Utilize accountability and process checklists to establish firm responsibility and, more importantly, accountability for the processes that run your agency machine.
6. One by one, as each process is redefined for peak performance, reinsert them back into your operation.
7. Build a Systems Culture that’s designed to constantly improve the systems that run your agency machine. 

Is it work? Yes. New work. Different work. But you’re working hard anyway, right? Why not work on the stuff that knows the way out! 

Because regardless of the effort, the payoff is immeasurable – lower costs, more sales, higher profits, less stress and your personal freedom! 

Now that’s something worth working for.

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

One of the simplest systems of all is the personal checklist. You know, a personal tasks or to-do list.

I’ve never come across a book or information of any kind that says … “Successful people rarely use lists.”  Exactly the opposite is true.

The most successful people are almost always list-makers, as well.

Why? Because they work, I guess!

Do we really need to understand why something works to make it work for us? Isn’t it enough to do what successful people do?

Probably not. We’re all funny that way. So, here are some reasons why I think lists work.

A list clears your mind of some of the incessant chatter and clutter going on in there.

 Instead of constantly re-thinking what it is you want to do today – desperately trying to not forget something important – your mind can relax.

When you make a list you simultaneously give your mind permission to work on something more important than keeping lists!

And when your mind is clear you can better focus on the tasks at hand.

Again, instead of worrying about things you don’t want to forget, you can remain totally focused on your current task knowing your list has you covered.

This makes you more effective and more productive … hmmmm, more successful?

Lists also give you a sense of accomplishment throughout your day.

Every time you check an item off your list, give yourself a pat on the back and a silent, “Good job!”

This continually reinforces your self-image as an achiever and continually builds your self-confidence – which leads to greater success.

So, why don’t more people use personal lists? I don’t know … pride? Maybe they think only “old people” need lists.

Nonsense.

Be more focused. Be more productive. Build your self-confidence. Be a list-maker.

Write down your own personal tasks and mini-goals for the day. Do it the night before so your sub-conscious can get to work while you sleep.

Congratulate yourself when you check them off – no matter how small. Build your confidence.

You’ll have your own little super-success system going in no time. And THAT will translate into exactly what your agency systems need to be successful, as well.

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.