How often have you availed yourself of a particular service only to find that the experience is different each time. One of the reasons for this is that too often, the operation of a particular part of a business is left to the discretion of a particular team member. Whilst the "human touch" should always be present, there is no reason why as many operations as possible cannot be scripted so as to ensure that the results is the same. This process of scripting we call systematisation. If your team are asked the same question on a regular basis, why not ensure that their answer is always the same. Its ability to predict the outcome and ensure you give off the right message and create the desired result.
A typical example of where the lack of systems causes so many businesses an immediate negative response lies in the way they answer the telephone. Too many business people underestimate the importance of this first point of contact. How many times have you telephoned a particular organisation only to feel that they don’t appear to want your custom. Of course, this isn’t the case, but the people who are answering the telephone have been given no direction as to how to do it. As a result, their answer depends on how they are feeling that day, what they are currently doing and how they feel about the business they are working in. Too often, this gives off such negative feedback that potential business is lost without the proprietor even realising it.
One way we tackle such system failures is by the implementation of a system review and implementation project. In the case of answering the phones, this involves a training session with your team using our special video programme to make them understand why it is important to answer the telephone in a certain way. We find it is no good just telling people to do it, but getting them to "buy in" to the concept. In so many other areas of a business, it is possible to similarly systematise responses by setting performance standards so as to give the customer that warm feeling that says "they want my business". Of course, you still have to deliver in all other respects, but at least you started off on the right foot.
If you would like more information about systematisation, and specifically our phone training system, please contact Janet Lindo, Antonella Orru or Nicola Coleman
For more information, contact our Business Development Unit