Download an example of a Business Coach Sales Team Management Dashboard at www.Thrive15.com/SalesTeamManagementDashoard
Download a best-practice Business Coach Sample Checklist at www.Thrive15.com/Checklists
Download a sample Business Coach Fixed Expense and Variable Expense Budget at:www.Thrive15.com/FixedExpenseAndVariableExpenseBudget
Download a Business Coach Scorecard and Business Coach Scoreboard template at www.Thrive15.com/ScorecardandScoreboard
Years ago, I worked with a retail business in which thousands of transactions took place per week. Less than 2% of the customers were ever upset, but you could almost guarantee that the owner was going to be called and asked how to handle nearly 40 customer service issues per week (2,000 transactions x 2% = 40 customer service issues). When I sat down with the owner to discuss his business, we analyzed where he was spending most of his time and he explained that it was impossible for him to get anything done because he was dealing with a customer service issue nearly every hour of the day (which was nearly true, as his business was open over 50 hours per week).
We agreed that he would be OK if his front line team (the staff that interacts with the customers) was empowered to give up to a 100% refund to any customer who was dissatisfied. When they installed the L.A.S.T. (Listen Answer Satisfy Trust) system for dealing with customer complaints, guess what happened? The staff was able to deal with nearly 38 out of 40 issues per week directly and customers were able to get an immediate solution to their problems. Because the members of his team were instructed to fill out L.A.S.T. forms and bring them to the weekly management meeting, the owner was still in the know about customer service issues. This small changed allowed the man to get his life back and become a proactive business owner once again. BOOM!
Download the L.A.S.T. Customer Complaint Template at www.Thrive15.com/LAST
Download an example of a Policy for Handling Customer Complaints at www.Thrive15.com/PolicyForHandlingCustomerComplaints
www.Carbonite.com – This company is a cloud-based file data-backup focused company that successfully backs up files for millions of businesses and individual customers.
www.DropBox.com – This is one of my favorite companies. These people allow you to access any file from anywhere any time. I have developed a file nomenclature for clients, which is just a naming system that is a game-changer for many businesses. I highly recommend you implement it now so that you no longer have to waste time hunting for mission critical files and passwords.
To watch the training we have created for correct file naming, visit www.Thrive15.com/CorrectFileNamingForSmallBusiness
If you build these GUARDRAILS the right way, you are going to create a business coach system that safeguards your business systems, which will dramatically decrease the number of decisions you need to make a daily basis. This will take the lid off of your company’s growth and will dramatically improve your mental health. I am not kidding when I say that installing these GUARDRAILS to reduce the number of decisions you have to make every day will actually help improve your mental health. An article written by Drake Baer was published in Business Insider titled, “The scientific reason why Barack Obama and Mark Zuckerberg wear the same outfit every day.” In this article, we learn that many top leaders including Steve Jobs, President Obama, and Mark Zuckerberg tend to wear the same or similar outfits every day to reduce the chance of a potentially harmful physical and mental phenomenon known as ‘decision fatigue.’”
“He (Steve Jobs) didn’t want to make a decision about what to wear so he wore the same thing. That’s about focus. It’s about deciding what things you are going to focus on and he knew that was one item that he could peel away from himself to take away the clutter. Well that same thing…I saw him do all day every day.” -Tim Cook (Current CEO of Apple)
“’You’ll see I wear only gray or blue suits,’ [Obama] said. ‘I’m trying to pare down decisions. I don’t want to make decisions about what I’m eating or wearing. Because I have too many other decisions to make.’ He mentioned research that shows the simple act of making decisions degrades one’s ability to make further decisions.” -Michael Lewis, “Obama’s Way,” Vanity Fair, October 2012
Read more about decision fatigue at:
 Create a Sales Team Management Dashboard
 Create a Fixed Expense and Variable Expense Budget
 Create a Scorecard for statistics, conversion rates, and quality control scores
 Download and post L.A.S.T. Customer Complaint sheet in the office
 Create Policies Document that outlines how to handle customer complaints
 Implement an automated backup system for company files and documents