Madsen Law Blog

04

A few weeks ago I broke my left elbow.  "Good thing you're not left-handed" my doctor said with a chuckle.  Well, I am left-handed so that's a big help.  Now what?

As a true solo practitioner I had a brief moment of panic - how am I going to work with my arm in a sling?  Now, I realize I'm not laying tile or playing the violin for a living but losing the use of my Broken Armdominant hand for two weeks really slowed me down.  I found myself in a situation where I could have easily turned to an assistant, if I had one, or even to a virtual assistant, if they could just SEE my desk and what needed to be done.  

It occurred to me at this point that having my procedures written down would have been a big help.  Something as simple as sending a fee agreement could have easily been handled by someone other than me, if only I could explain how.

That epiphany was followed by another - if I had been out of commission for longer than two weeks, could my business have survived without me?  Maybe.  Maybe not.  Certainly not if I didn't have my systems written down for someone else to follow in my absence.

We all have our systems - how to bill customers, doing collections, following up on service, contacting potential customers, etc.  But are they written down where someone else could follow them and execute the same thing without you hovering over them?  

Putting your systems in writing serves several purposes.  First, it allows you to delegate tasks you shouldn't be handling so that you can focus your energy on your core product or service.  Ronda Henderson of Service Point said of business owners getting mired in administrative tasks, "any activity tied directly to revenue or relationships should be handled by the business owner.  Everything else should be delegated."  Second, it empowers your employees because they aren't just winging it and hoping they do it correctly. Third, it prevents you from becoming a micro-manager.  Finally, and possibly most importantly, the process of reducing even your most mundane tasks to writing forces you to carefully review your methods where you may even find room for improvement.  

Comments

Keith Pratt
Friday, March 05, 2010 9:25 AM
BGood comment. Ii've realized that my systems need to be place in an 'operations manual' for a long time. Reminders such as this keep pushing me closer. Got a long flight on Monday. Seems like a good opportunity to take the laptop and start that manual!
Linda Harris
Friday, March 05, 2010 11:59 AM
I totally agree with Gina and would like to add that it also creates consistency and continuity. Your clients and associates will begin to accept and expect the same processes and structure. It is a win-win for everyone.

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