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Business Systems – Policy and Procedure

We talked about the basic systems in our last post.  Hopefully, you have a good grasp of your business systems.  If you did not see part one of this series go here.

I ran an Italian restaurant. One of the employees we hired was ‘eager to please.’  He really wanted to do everything right, so inevitably, he would ask me every detail of everything.  He would ask how many desserts he should set up.  He would ask how he should set up the tables on the patio.  He would ask what side of the restaurant gets more business.  I loved that he was eager and wanted to learn, but honestly, it drove me crazy.  I did not want him asking questions, I just wanted him to do the job he was hired to do.

Luckily for me, I had developed a very detailed policy and procedure manual with pictures and step by step instructions.  I was able to point him to the page that covered what he asked and he was happy to gain some insight.  He became a great employee.

A policy and procedure manual gets business systems out of the owners head and into the hands of the employee.

Your business systems could be the best in the world, but if no one knows about them, it does you know good.  Imagine if every time an employee had to make a decision, they had to come to you to ask what they should do.  That would take up a bunch of your time and it would probably drive you crazy.

The key is to document and systemetize everything.  McDonald’s hamburgers are sold in billions, not because they are the best, but because they have a proven system.  If you can develop your systems strategy, get them on to paper and out of your head, your business can run even if you are sick.  Use this to train new employees and make sure all of your employees are consistently serving your customers and your business the same.

Here are some primer to help you develop your operations and procedure

  • Opening for business (unlock door, turn off security system, turn on light, etc. . . )
  • Actual business operating (greeting customers, cleaning, displays, etc..)
  • Treat customers (how to answer the phone, how to answer questions, FAQ’s, etc…)
  • Employee expectations (dress code, phone usage, cell phones, etc…)
  • Closing (turn on security, turn out lights, lock door, feed the cat, etc…)

Other things will be included based on your business. It is an intensive process to get a full manual, but you don’t have to do it all at once.  Do a section at a time.  If you are really smart…and I know you are…have an employee in that department develop their section of the manual.  You may have the secretary write down what she does (this will also be good when she is out and you need to hire a temp).  Have your best sales guy write out his system.  If you make it a team effort, you will build confidence and camraderie with your team.

As always, if you need help, our experts are here to give you a hand.  We have year of experience and can trim your time to get this done considerably.  If you need us, get in contact online or give us a call.



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