Agency 101 – Systems and Processes

If you have been a part of the BGI world for any amount of time, you know I am a huge believer in systems and processes.

No matter the industry or office type, everyone knows that having systems and up-to-date processes in place are key to everything running efficiently and effectively.

Having the right business systems and processes in place will be what propels your business forward and yield the best results. It will separate you from your competitors and you will deliver a much better customer experience to your existing and potential customers.

The benefits to your business will include more quality referrals, higher retention, and WOW customer experiences by making sure the right processes and systems are in place in your business.

Once the right systems and processes are in place, then we find the right people to work the systems.

A great example of one of the first businesses to use systems and processes is McDonalds - they had the best systems of all of the fast-food franchises by breaking them down to the smallest detail, and it’s no accident they are very successful.

If you have ever visited a Chick-fil-A location you have seen some of the most efficient systems and processes in place and received great customer service. Not only will the food make you want to return, the great level of service you received will too.

Business systems and processes need to be evaluated frequently and updated continually.

Systems encompass every aspect of your business and if neglected, or just left to chance, the customer experience will erode.

Having fully up-to-date processes allow new team members to quickly get up to speed and the office continues to run smoothly in the event a key team member is out for an extended period of time.

Over the years I have found the best way to ensure processes stay up-to-date is for team members to take ownership of a process. Knowing who is in control of a process will cut down on confusion in case something ever goes wrong. For example – If a list is not pulled correctly for a campaign, you will know exactly who to speak with about it.

As you incorporate systems and processes into your business, you will quickly learn that more times than not, any problems found can be linked back to a system problem, not a people problem. Systems can be fixed, people can be trained.

Every agency should have a very thorough, thought-out, and documented systems strategy, directed from the top all the way to the customer-contact level. With this, you will see new levels of success and freedom.