6. working procedures
- 1. Link Profit System Training Working Procedures
- 2. Link Profit System Training What Have We Covered Thus Far • Strategic Objective – Were we would like to get to in whatever we are doing • Principles – The Overlying Mental Models We follow
- 3. Link Profit System Training The Goal • To be able to clone good
- 4. Link Profit System Training This Lesson is Important • This is the ‘how’ we will do what we do • The goal of working procedure: – We have to be able to teach this to someone just off the street
- 5. Link Profit System Training Big Businesses • Have working Procedures
- 6. Link Profit System Training Small Businesses • Fail to create working procedures • Every day is a new day
- 7. Link Profit System Training Franchise Businesses • Is literally working procedures of a business • Because owners follow the procedure – McDonalds in Malaysia is the basically the same in America
- 8. Link Profit System Training You Have to Eliminate Randomness • You have to have predictable results • Randomness will kill you – Too much time and energy will be wasted
- 9. Link Profit System Training When You Write Steps • Makes everything more professional – The people who see things written down, they will know things will be professional • Everyone will do a process the same, best way. This means efficiency – The efficiency will lead to something amazing
- 10. Link Profit System Training Organic Process • Is a process that is not written down. – It will be different every time
- 11. Link Profit System Training Mechanical • Written Down, solid and unchanging
- 12. Link Profit System Training System • Remember, everything is a system – The component – Or the end result • Unmanaged systems, create random results
- 13. Link Profit System Training Working Procedures • Starbucks – A Starbucks branch will make follow the same procedure to make each type of coffee – No matter where in the world – How did they do that?
- 14. Link Profit System Training You Have to Start Writing • What are the daily actions that you do that you are looking for someone else to do – For example: Answering the Telephone for Customers • After answering the phone 100s of times, you no longer would like to do it
- 15. Link Profit System Training No Working Procedure• Customer calls • Representative is in ‘ok’ mood • Answer the customer harshly • The frustrated customer asks a question, the representative doesn’t know what it is • They put the customer on hold for 10 minutes looking for others to answer • They interrupt the different people in the office trying to find the answer • They find the answer • The customer is frustrated and not happy with service • The representative writes nothing down. • The same problem happens with another representative • No improvement • Problem happens over and over again, more and more frustrated customers
- 16. Link Profit System Training You Start Writing Down The Procedure • 1. You answer the phone with a smile • 2. You say the company name • 3. If it’s a complaint, it forward to complaint department • 4. If it’s a sale, it is forward to sales department • 5. If it’s a general question, you have a F.A.Q. that will cover 95% of questions – and answer • 6. If 5% of questions you never heard of, you ask xyz manager • 7. After call, add the new question into the F.A.Q. so someone else can answer it • Happy customer
- 17. Link Profit System Training How Long Did It Take to Create a Process to answer the Phone? • 1 hour? – The process will pay off for years and years
- 18. Link Profit System Training Now You Can Document Everything • Document how reporting of analytics • Document how to update the website • Document how to answer emails • Document how to solve problems • Essentially document anything you or your staff are doing over and over again.
- 19. Link Profit System Training Start Documenting the 3 Biggest Problems • Of each part of your life and business • Start creating working procedures to clear them • Remember, most systems work • You just have to tweak the
- 20. Link Profit System Training After you do 3 • Create 10 more procedures • The goal is to eliminate all past and future problems – And have a procedure to deal with the problems of having problems
- 21. Link Profit System Training Eliminate Daily Annoyances • By having working procedures for you and others to deal with them
- 22. Link Profit System Training Very Important • Don’t feel the obligation to do all the work procedures • Have others see this video and let them create the working procedures with/for you
- 23. Link Profit System Training To Do: Start Small • Create the 3 working procedures of the things that are causing you problems in your life – Stay alert to those problems – Usually what happens is we are used to the problem that we don’t even realize they are problems • Have fun with this, this is the start to really creating systems in your life, in sha Allah