8 signs that the company is a mess
His Work / / December 26, 2019
1. You can not go on vacation
If you realize that you can not leave the business even for one day - on processes requires serious debugging. Think about what makes you constantly control everything. If you just want to make every step was coordinated with you - you will need one solution and if the employees stop working in your absence - another.
How to clean up the mess
Evaluate the effectiveness of their employees and try to assemble a team of only those who you can really trust. Talk to them about the company's strategy, so that everyone knows not only their part of the work, but also common goal - this will help to make the right decisions. Keep workload in-program managers to without asking questions and reports to know, what does everyone in the company.
2. You are constantly bombarded force majeure
Rush jobs from time to time occur in any business: wrong officer, summed up the supplier. But if you always extinguish fires and do not have time to solve other problems, it's time to change something. Perhaps an employee or a supplier. Maybe - business processes completely. To keep your company growing but you are not bent on the DC voltage, you need to stay time and energy on the strategy and development.
How to clean up the mess
Make your business processes more predictable through planning. Avoid problems and risks will help even a simple SWOT-analysis - strategic method by which you determine the strengths and weaknesses of the company, your opportunities and potential threats. If you write out in advance how you will solve the possible problems, to meet the crisis head-on.
3. Managers individual customer base
Some companies do not conduct a common customer base - every manager works on its own and does not know the other customers. Even if such a procedure is now useful to you in the long term it can lead to several problems. Firstly, when the manager goes on vacation or on sick leave, the customer may be difficult to contact the company. Second, if an employee decides to resign, customer contacts may leave the company with him.
How to clean up the mess
In order not to lose all the achievements with the change of personnel, it is important to maintain a unified database of all customers. And it is better, if it is not Excel-file on the shared drive, and a full CRM - system for business and customers. If you have a small business and do not have the budget for expensive software for the management, use Free CRM from the company Zadarma. It is integrated with cloud-based PBX: You can make and receive calls directly from the CRM. Paid with only outgoing calls and rentals virtual numbers, The full functionality of CRM gets you free.
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4. You forget about the meeting and phoned
head of the company can not afford to forget to call a client or not come to the meeting. Perhaps some clients or business partners easily forgive you this, but for others it will be a cause to break off relations. If, before this has not yet reached, but you often recalls the last minute before the meeting - is alarming bell.
How to clean up the mess
Remove the stickers with reminders from your computer and create an orderly system of meetings. E-manager who sends you reminders in advance, more reliable than the recording of the hand in the diary. Do not give up the notebook, so if you're used to, but duplicate their tasks in an electronic calendar. In addition, the online calendars of employees can be linked to each other, then everyone will know what busy colleagues.
5. Difficult customers contact your company
If the only way to contact you - a feedback form on the website, there is a risk, sooner or later run into customer dissatisfaction. First, e-mails tend to get lost in the flow of mail or get into the spam. Secondly, it is a long way of communication. While your employees reach the dissatisfied customer letters and solve the problem, it is time to publish an angry post on Facebook and make you bad publicity.
How to clean up the mess
Give customers the opportunity to communicate with your company in many ways. Phone (eg toll-free number with prefix 8800), e-mail, online chat, social networks, widget "Call me"For a call back. Make sure that your staff quickly gave feedback. At a time when the market is ruled by the care and personalization of all, it is an essential condition for the success of the company.
6. You spend a lot of time to clarify the status of tasks
Make some phone calls, write a letter or ask the staff - and that is all, to find out how things are going with the task. Such an algorithm can be done when you have a few people in the state. But at the first expansion team he posypetsya. In fact, in 2019 in a small business, too, there is no objective reason to spend time searching of feedback.
How to clean up the mess
Automate management tasks. With special software for the management of the workflow, you will be able to find out how things are going at employees, simply by clicking on the task. It's great to save you time. Especially if at some point will need to pick up information on the case-old-year-old: Staff members may resign, the documents get lost and of CRM-system will record everything in the archive.
7. Customers will not be returned to you for a second purchase
Secondary circulation - an important business metric. It shows not only the fact that customers liked your product or service. You can use it to find out how effective the system is working with older clients. If you do not come back, maybe the customer simply no one reminds of the existence of your company or does not make it in time.
How to clean up the mess
Introduce a system of reminders to customers about your services. Try to do it in a timely manner - when the contract expires at the service when the first purchase is coming to the end of service life. Once you have purchased something, create an alert about the memo, for example, six months. Not to do everything manually, CRM-system. It will automatically send a reminder after a specified period.
8. You do not know the exact KPI transactions, employees and advertising
You have a good team, but you just do not know how effective each of the employees. You invest a lot of money in different advertising, but have no idea what kind of a campaign led you to most customers. If this sounds like the situation in your business, it's time to move to the exact measurement. If you do not know how well the different components of your business, you can not see the point of growth and weaknesses.
How to clean up the mess
Find ways to calculate KPI - key performance indicator. KPI will show you which employees bring the company's profit and what advertising should be invested. It is possible to measure the efficiency of the road even billboard. For example, with the help of service call Tracking by Zadarma. It analyzes the number of calls to the number specified in the billboard, and do you know how many people have asked you saw this ad. Evaluate the effectiveness of managers can use recordings of their conversations with clients. It also helps to better understand the problem, if a customer has a complaint.
Ideal to rebuild business processes difficult. But many problems can be solved immediately by installing CRM. You can quickly see the status of relevant tasks for a second to find customer data, know how busy the staff, and assess how well we are working. If your business uses your phone - use the free ZCRM, which is integrated with PBX Zadarma.
Restore order in the business