Got systems?

I love a good system. In fact, I love them so much, I married a systems engineer. Okay, maybe the marriage came before the love of systems, but I’m definitely reaping the benefits. Every time I go out of town, Jeremy (my husband) creates or improves on the systems we have in our home. I used to get really annoyed about it, because I felt like it was one more thing for me to follow or adapt to. But then I realized two simple truths:

Everyone has some kind of system in place for the thing that needs doing.

The systems you have in place should be improved as your needs evolve.

Systems are a game changer in your business. They help save you stress, time, energy, and money, and I don’t know about you, but as a business owner, I’m here for all that savings.

Typically speaking, there are three primary systems you need in your business:

1.     Marketing & Sales – Your business needs a process to consistently bring in new leads, nurture them, and eventually convert them into paying clients.

In fact, last week, I shared my 5Cs process for doing just that. Without this process, your business will die. That’s not me being dramatic. Cash, as the saying goes, is king, and if you don’t have new prospects coming into your business or a way to convert them into paying clients, you won’t be able to grow or meet your revenue targets.

When I’m plotting out my 90-day calendar, this is the first thing I put on my schedule, even before client service, because I know that if new people aren’t coming in, I will easily slip into the feast or famine cycle, and that’s an exhausting, demoralizing place to be.

If you don’t have a process that’s consistent or repeatable, I highly recommend this be the first place you focus your attention.

2.     Service/Fulfillment – This system is how you consistently welcome new clients into your business, deliver on your promised service, and turn them into repeat customers. It’s also the last stage of the 5Cs. This process contains everything from:

a.     Client onboarding

b.     Communication

c.     Service delivery

d.     Client appreciation

e.     Client off-boarding

I’m a big believer that this is an area that often gets overlooked; and it’s an easy way to shine. In my business, one of my clients calls my approach to client attention “Sato Level Service,” and I take great pride in going the distance to support, be available, and serve every client that comes in contact with Jessica Sato Consulting.

3.     Business Operations/Back Office – This set of systems allows you to manage your business. It includes everything from data analytics and metrics, bookkeeping, human resources, scheduling, customer support, legal (copyrights, trademark work…), automations, and anything else required to deliver your product/service and ensure you’re operating legally and efficiently.

Hands down, most people push these tasks off, and they’re critical to growing your business. For example, understanding your data, metrics, and finances helps you figure out where the gaps are, shapes your next steps, and gives you a clear indication when you need to ramp up your efforts in one area or the other.

If you don’t enjoy these tasks, then I encourage you to outsource them. I recently hired a bookkeeper, and it was the best decision I could have made. I don’t enjoy doing the financial aspects of my business. Don’t get me wrong, I love seeing the revenue come in, but I don’t like tracking it, categorizing it, balancing the books, etc. So, hiring someone to do this, talk me through the reports, and then using that data to make decisions ensures it gets done and that I get the most out of my time.

“But Jess, I don’t have any of these systems.” The reality is, you do have systems in your business. You have a way of doing virtually everything already, even if it could be better, so it’s not about creating new ones. I highly recommend taking the time to do a systems audit to see if there are ways to be more consistent, more efficient, and more effective.

Here are few questions for you to consider:

·      If I had an emergency, could my business run without me?

·      Am I clear on the standard processes I frequently use in my business?

·      Have I documented those processes?

·      Am I clear on my business operating rhythm (when in the year, the frequency you do things)?

·      Am I clear on the roles and responsibilities in my business, especially if I have employees or outsource tasks?

·      Do I have a marketing system that consistently brings in leads that I can then convert to paying clients?

·      Do I have a client experience that creates repeat customers?

·      Do I regularly evaluate the health of my business by collecting and reviewing metrics? Do I make adjustments based on that information?

As we go into the last two months of the year, I want to challenge you to think about the systems in your business, do an audit, and make some adjustments (where needed) based on the data and experiences you’re seeing. Step into 2022 with systems that support the vision you’re trying to create. I guarantee it’ll be well worth your time.