5.2.3 – The “This-Is-Why-We-Do-It” Business Coach Layer
Writing about this business coach layer irritates even me because I am a shut-the-heck-up-and-put-your-head-down-to-get-the-job-done kind of worker. Growing up without anything, I’ve always viewed every job (since I became enlightened after reading Napoleon Hill’s Think and Grow Rich) as a blessing and a gift, not as an obligation. I do speaking events all of the time where the event planner asks me to do something that I don’t want to do and I do it. Do you know why? Because they are paying me $14,000. However, we are now at a point in world history where the reason behind “why I am supposed to do this or that” now matters a lot to many people. Thus, even though I don’t personally like this layer, I am telling you right now that this layer really does matter to many employees and potential team members. You and I must go out of our way to explain to team members why they are doing what they are doing.
Companies like Tom’s Shoes, Warby Parker, and Whole Foods Market are winning for many reasons, but one of the main reasons is because they are connecting with their team members on a deep and emotional level. Many of the people who work for Tom’s Shoes really do buy into the vision of the company and they come to work motivated every day because of it. Tony Hsieh has assembled an army of people in Las Vegas working with his Zappos company who are obsessed about offering the best customer service on the planet. You and I must be able to inspire this same level of motivation from our teams and the only way to do it is to share with them why you are doing what you are doing. You must invest the time to explain to them why they need to follow your company’s checklists and business coach systems and once they connect with the sincerity of your purpose, most of them will want to come to work with you.
“Branding through customer service over the years, the number one driver of our growth at Zappos has been repeat customers and word of mouth. Our philosophy has been to take most of the money we would have spent on paid advertising and invest it into customer service and the customer experience instead, letting our customers do the marketing for us through word of mouth.” -Tony Hsieh (CEO of Zappos and the bestselling author of Delivering Happiness: A Path to Profits, Passion, and Purpose)
To make your life 2% better, I have included here 47 different ways you can present your business coach process and business coach systems to make them more easily digestible for your team members.
To find examples of all 47 of the documents listed above visit www.Thrive15.com/SystemsVault
My friend, at the end of the day, quality people really do want to do a good job at work. If the diligent people on your team find your systems and checklists to be easy to use and pragmatic, they are usually going to want to follow them. However, if your systems are too complex to understand, your team members may begin improvising in an attempt to consistently meet your expectations without getting confused. They may resort to making their own “short version” of your systems, which is not good.
Before we move on, I want to provide more clarity on this idea. Diligent people want to do a good job and will try to implement your systems; thus, it is important that you listen to their feedback. Lazy people will try not to implement your systems and it is important that you do not listen to their feedback.
“I don’t think of myself as a poor deprived ghetto girl who made good. I think of myself as somebody who from an early age knew I was responsible for myself, and I had to make good.” -Oprah Winfrey (Self-made media mogul, best-selling author, award-winning actress and talk show host and the founder of the OWN Network)
Visit Systems Vault to download examples of various checklists
5.3 – Building One Checklist at a Time
As a man who has been self-employed for over 20 years and who has worked with thousands of clients, I have vast experience when it comes to seeing and personally doing what you shouldn’t do. DO NOT TAKE A MONTH OFF FROM YOUR BUSINESS AND SPEND EVERY WAKING HOUR MAKING SYSTEMS, PROCESSES, AND CHECKLISTS.
The absolute best way to create all of your systems is to create them as you see the need for them. Every time you see a member of your team doing a repeatable task and you notice it’s not being done right or it is consuming copious amounts of his or her time, create a checklist to scale that system or job. Every time you see someone on your team creating excellent products and services that far surpass the quality of the average team member, take the time to document the method, processes, and steps they are taking to create this exceptional level of service or product. However always keep in mind, creating documents that no one does or ever will use is not a good use of your time.
You must come to embrace a NEW MINDSET FOR YOUR BUSINESS. Both you and others in your business must begin creating a culture that is reliant upon DISCIPLINED, ACCURATE, AND DETAILED CHECKLISTS THAT ARE ALWAYS BEING UPDATED TO IMPROVE YOUR COMPANY AND GUARANTEE THE BEST OVERALL VALUE FOR YOUR CUSTOMERS.
“Discipline is the bridge between goals and accomplishment.” -Jim Rohn (Bestselling author and renowned motivational speaker)