What Systems Run Your Business?

Every Leader's Top Responsibility

by Steve Kaye

Every successful business runs on effective systems. Your key concern is whether the systems in your company detract from or add to your success.

Of course, if your business has no systems, then you are stuck with the inefficient system of reinventing every task and dealing with unpredictable results.

First, what is a system? A system is any procedure or process that you use more than once. Good systems are like good recipes. When you mix the correct ingredients the correct way, you produce a successful dish. Bad systems, of course, produce bad results.

As a business leader, one of your main responsibilities is to design systems that advance your business.

Here is an example of a familiar (bad) system.

Imagine that you are eating dinner. The phone rings. Irritated with the interruption you answer, "Hello." You hear no response. You repeat, "Hello?" Finally, just as you are about to hang up, a strange voice appears. "Is Pat Smith home?" "That's me," you say, thinking, "no one calls me Pat." Then the voice on the phone says, "Hello Pat Smith. The reason I'm calling is to tell you about a special opportunity for homeowners in your area. Are you interested in having a more attractive gizmo? This week we are offering a . . . ." The caller sounds like a third grader struggling to read a new chapter. You interrupt, "I'm not interested," and hang up.

This is a system. The computer that dialed your number will immediately dial another number. Once it determines that someone has answered the phone it will display a name on a telemarketer's screen who will then read the script that you interrupted. It's used again and again.

You (the customer) can tell it's a bad system because you rejected it. Perhaps the telemarketer (employee) suspects it's a bad system because it produces rejection. The only person who thinks it's a good system is the person who bought it.

Do you have systems like this in your business?

Your challenge is to find, examine, and improve the systems in your business. Do they attract or repel customers? Do they make work easy or hard for your staff? Do they advance or impede your business?

Good systems are powerful. They make your business run smoothly and earn profits.

Best of success as you design systems that work for you.

Want information on how Steve Kaye can help improve your business?

Call 888-421-1300 or 714-528-1300

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