It’s that time again. The time of year we all look forward to. Lambs leaping; skylarks singing, daffodils dancing and rabbits doing… what rabbits do!
Spring is in the air!
And for many of us that means being overcome by a strange urge to spring clean; to de-clutter and spruce up every area of our home and garden; maybe even to decorate - hoping we’ll keep it that way for twelve months (or twelve days if we have children or pets!).
So, what about your business? Any plans for a makeover?
Maybe you’ve had a successful year. Maybe you’ve worked your socks off and done ok, but you’ve lost a bit of your mojo. Maybe you feel like you’re just repeating the same year over and over; doing good, but not really evolving, not taking that big leap forward
We all know it’s difficult to grow a business and still have a life.
Success undoubtedly means more money, but it can all too often mean less time - sometimes no time, to enjoy it; you’ve heard the expression ‘cash rich but time poor’.
Success means a bigger team, bigger challenges, more sleepless nights.
Success it seems, is not all it’s cracked up to be.
But it could be, if only we took the leap. If only we realised that we had all the right ingredients in our business, to make that leap - to spring forward to success - to be time and cash rich - to have a team that performs brilliantly whether we’re there or not.
We have the money. We have the people. What we don’t have are the systems; they are the springboard to success. And by systems I mean a simple logical repeatable way to do every task in your business. I learned that at McDonald's, where systems run the business and people run the systems.
Get your planning system focused on your destination, develop a plan with your people to take you there, and you have a route map to follow. Create Simple Logical and Repeatable systems, and train your people to use them, and you have a team who can work independently, consistently every day to your high standards. Set up a performance management system that keeps them on track, inspires and motivates them, and you free yourself to work ‘on’ your business, to concentrate on those key elements, like strategy, which will take you to the next level.
As your business grows you cannot sustain managing it as you used to. As your business evolves so you need to evolve as a business owner. Spring is a perfect time for a new start; so are you ready to spring forward?
Do one thing: visit www.mariannepage.co.uk or contact me on firstname.lastname@example.org for more information on how MPL can help.
’You can dream, create, draw and come up with the best ideas in the world, but you need people to help you turn your dreams into reality.’
As business owners, we rightly focus a heck of a lot of attention on our external customers and what we can do to give them a great experience. We can often forget that our people are our customers too, and without them, we can’t provide a great service, or grow a successful business.
We want our team to be full of ‘go-to’ people, leaders and high performers. We want them to support us in our vision, to be loyal to the business, to work hard for us; but what do they want in return?
If you had to choose one thing that has the most positive impact on your team what would it be? ‘Communication?’ ‘Involvement?’ ‘Trust?’ What would you be looking for if you were in their shoes?
Below is a list of the top 20 answers to the question, ‘What makes you feel valued at work?’
Take 5 minutes now to think about how your team would rate your ‘delivery’ in each of these areas, and rate yourself from 1-5 (1=unsatisfactory, 2=needs improvement, 3=satisfactory, 4=good, 5=excellent)
How did you do?
Are there a few there that might get rated ‘needs improvement’ or ‘unsatisfactory’? How would you say that affects your people’s performance or your reputation as an employer?
If you’re unhappy with the results, there is no better time to act than now, because as Walt Disney said,
‘You can dream, create, draw and come up with the best ideas in the world, but you need people to help you turn your dreams into reality.’
Value your people, turn YOUR dreams into reality.
Do one thing: We've created a questionnaire for your team members ready to use and a ‘How to' guide of how to use it (please download below).
If you do use it we'd welcome any feedback about how it went and any improvements we can make.
If you feel on a roll our Business Efficiency Test will give you further insight into how each of the key systems in your business is operating - including your customer experience system - and will give you strategies for improving them in a pdf report. Take the test now, to see how you measure up.
As a business owner you know that a high-performing team is essential for a successful business. But how do you start building a team from the group of individuals who currently work for you with all of their different personalities and egos? Any of these sound familiar?
Of course we’re all different - we all have different strengths and different experience, so what can you do, as the leader, to get all of these people to gel as a team?
Well, you can start by viewing individual personality traits in a positive way, and playing to strengths:
But if you’re serious about building a High Performing Team, then here are my top 10 tips:
‘The strength of the team is each individual member. The strength of each member is the team.’ - Phil Jackson
Do one thing: Take a close look at your team, and use our checklist to see how you fare.
And if you or a manager in your business could use some help then check out our MPL ‘Managers' Development Programme.’ Our structured 6-month online programme is aimed at developing the mindset and the skill set of business owners and their managers.
Details and testimonials here:
Thanks for reading.
’Development can help great people be even better - but if you have a pound to spend, spend 70p getting the right person in the door.’
In a recent blog I recommended having your ‘aces in their places’ when it comes to peopling your customer journey. And conversely there will be times when you need to part company with someone who, despite yours and perhaps their best efforts, isn’t improving. In these cases the sooner you realise they’re not the right fit and have an honest conversation with them, the better for both of you.
I’m sure we all know people who’ve had a career change who said, ‘Blimey, wish I’d done this years ago’.
The truth is though, that while effective performance management is easier if you’re giving informal feedback throughout the year, it’s much, much easier if you’ve recruited the right person for you and your business in the first place.
So what do I mean by the right person for you?
I mean the person whose values match your own; who has all of the personal attributes that will see them easily fit into the way you and your team work; their work ethic, their energy, their positive view of life - that sort of thing. Their CV will only tell you what they have experience of, not how they did it, or whether they were any good at it.
Of course, if you’re going to hire to your values, then you have to be really clear about what they are, and that brings me back to two of the most important questions for any business owner to be able to answer:
1. Where are you going?
2. What do you stand for?
If you picked up a pen and paper now to jot down your values, what would you write? Integrity? A passion for Customer service? Continuous learning? Consistency? Having fun…?
And how do those values show up in your business? How do you demonstrate through your every day actions that these are your values? How obvious are they to your team, and what about to your customers?
Once you’re really clear about what you stand for, your values, then you can use them to recruit the right people; the people who stand for the same things.
So, if your core value is integrity and passion for Customers, you won’t want to hire a salesperson who focuses on getting a sale at all costs. If you’re all about making business fun, then you’re not going to take on someone who struggles to find their personality every morning. You get my drift.
A great way to get the right people to interview is to put together a job description that shares the following three pieces of information:
You want this person to fit into your team and hit the ground running, so it’s vital that they know in advance what that means, whether they can see themselves in the portrait you’ve given them. It’s not about hiring Mini Me – you may be an ideas person needing to hire a detail person, for example – it’s about being a good match. Hiring and training cost a lot of money, and you want to get it right first time.
Yes, of course, you’ll have a probation period, but you really don’t want to have to let someone go because you didn’t suss out up front that they didn’t share your values, or that they don’t have the right skills, and then pay to go through the whole process again.
The world is full of businesses who have the ‘wrong’ employees – people with the wrong skills, the wrong values, the wrong attitude, for the business they are in.
I don’t know much about Paul Russell, but he was right on the mark when he said,
‘Development can help great people be even better - but if I had a dollar to spend, I'd spend 70 cents getting the right person in the door.’
Do one thing: Review your hiring system and ask, ‘Am I hiring to my values?
In my business I often come across managers with one thing in common; they are flying by the seat of their pants! People who are ‘accidental managers’. You know, the great team member who is plucked from their team and given a management role or the talented business owner who finds themselves managing people as their business grows. They have little or no training or development and rely on what they’ve learned along the way from managers around them, good or bad. And if you need a great management role model, we can learn some really crucial lessons from Ole at Man Utd.
Lesson 1 - Nurture your Culture
Many clients say to me, ‘I really want to improve the culture of my business. I want to get it right.’ So what can we learn from Ole? First of all, he had a really clear idea of what he wanted the culture of Man U to be. The thing with culture is that it starts with values; it starts with the values of the person at the top. Ole clearly is a man who has strong values, a really clear idea of how he wants to operate. And how quickly did he get those players to buy in. Despite the massive egos and the big superstar baggage everyone came on board.
It’s always easier to instil a culture from scratch than turn an existing one around. Yet that’s just what he did in a remarkably short space of time.
So great first lesson, nurture the culture you want to build. Think about your values; what do you stand for? Then act them every day.
Lesson 2 - Build Unity
Prior to Ole it seemed to be ‘the staff and the players’ or at least ‘the manager and the players’. You only had to look at the body language and eye contact, or lack of it. This was reinforced by the manager’s public criticism of his players and team selection. Then the rumour mill started about bust ups and personality clashes. Ole immediately started to build unity in his language and actions;
it’s always, ‘We, the team,’ ‘We, the squad,’ ‘We, the club’. I absolutely love that he’s brilliant at sharing praise, shouldering blame and reinforcing the positives. Just look at the individuals within that team and how well he brought them together and instilled ‘we are one team; we are united.’
So the second lesson is unity. Make your business one team.
Lesson 3 - Inspire and Motivate
One of the common questions I get asked by people on our Managers’ Development Programme is, ’What's the difference between a manager and leader?’
There'll be books written on how managers are the logistic experts, they keep things ticking along. A big part of a management role is making sure that the attention to detail is there, that mistakes aren’t made and if they are, that they're learned from and so on.
But these days in any business, you have to be a leader as well. You have to inspire and motivate the team, and modest as his media persona is, Ole is clearly a very inspiring and motivating guy. He didn't immediately crack the whip. I’ll bet when he first met with the squad, he took them into a room and shared his vision of what it was like to be a Man U player and how privileged they were to wear the shirt. That would be his style.
That is something I find that a lot of managers and business owners miss. They miss sharing their vision. ‘Where is this all headed? Where are we all going together as a team and why?’ He inspired and motivated them so well.
He clearly showed them how much he believed in them, and as a result, they believed in themselves. He’s also been great at supporting those who were having a hard time. Look at the difference in confidence in young Rashford who played with his eyes on the ground unable to hit a barn door and then look at the difference under Ole, confidence and self-belief is oozing from his pores. Yes, he recognised this was crucial for success but also just because this was in line with his values, that he would look after his people. He would keep each individual feeling confident and part of the team.
He also treated them like adults. Sometimes, particularly new/young managers feel their role is to be the boss, to talk at people, to tell them what to do. When you have adults or adult conversations with people in your team, when you give them the training and development and support that they need, when you really believe in them and remember that you have a responsibility to help them to fulfil their potential, that's when you get your team to take ownership. That's when people start to step up and go, ‘All right. I'm responsible for this. This is my job.’ And you can see that now at United, the team are taking ownership. They are taking responsibility, and they’re acting like adults.
Third lesson - look to inspire and motivate your team to build ownership and belief.
Lesson 4 - Have fun!
It’s become obvious over the last few months that Man U players are enjoying their football again. It’s like a huge weight has been lifted off them and they’re playing with the swagger of teams of old. And Ole himself is chilled and smiling, setting the tone.
We are lucky with what we do, a lot of us, and why not have fun doing it? Why not encourage our teams to have fun? People are at work for so many hours of the day, it's part of our responsibility as managers to help people enjoy it, not dread coming into work and be managed by us.
Fourth lesson - create an enjoyable workplace. This goes back to culture and values as well.
Lesson 5 - Learn, learn, and then learn some more!
The final thing that I really wanted to bring up as a lesson from Ole is his desire to learn, his desire to be the best possible manager he can be. And one of the things that stops us learning is our ego. Not for Ole. Instead of Alex Ferguson being the ghost of Christmas past or the old guys in the balcony criticising their fellow Muppets, Ole’s got him in giving talks to the players. He’s brought back Mike Phelan, Utd through and through and gaining from his years of ‘been there, done that’. And you get the impression that Ole is like a sponge soaking up knowledge and experience so he can do the best for the club, the fans and the players.
That's really what I want for each of you. I want you to be the best possible people managers that you can be; the best leaders. So think about the lessons from Ole. Think about your values and your culture. Think about how you can create unity in your team. Think about the development and support that you're giving, not to the team as a whole, not just to the stars, but to every single individual, however minor their role is in the team.
Think about how much you're inspiring and motivating the team who work with you. Think about how you're going to become a better manager, a better leader; what you need to do and the skills you need to develop. Explore where you can learn the lessons you need to learn to keep improving, keep developing, and be the best manager that you can be.
Fifth lesson - keep on learning.
Do one thing: do your team members know how you started and where you’re heading? If not, start by sharing with them the story of your business.
And if you or a manager in your business could use some help then check out our MPL ‘Managers' Development Programme’. Our structured 6-month online programme is aimed at developing the mindset and the skill set of business owners and their managers.
Details and testimonials here:
Thanks for reading.
‘The one right way gives your customers the consistency they love and increases profit, which you’ll love.’
For years, I labelled myself as a ‘process’ person when really I’m a ‘making life easier’ person. I’ve lost count of the number of times I’d use the word ‘process’ at network meetings, and see the shutters go down. I’d try ‘systems’ and they’d think I was a techie, into software and IT. I’d used language that put me in a box that no-one wanted to open ‘except in emergency!’
You know what I mean. You’re a ‘get on and do it’ person, and the people who love process are the ‘Rule-Bound Reggies’ of this world, paralysed by the need to analyse, lacking creativity, shackled by the need to ‘follow the system’ – right? Well, sometimes! The truth is, we all need to get past the language.
The only reason a process or a system exists is to make life easier for you, your managers, your team, your customers. There is no other reason for them. But if like many people ‘a process’ brings you out in a rash then try replacing it with ‘a how to’.
At McDonald’s there is a system, a ‘one right way’ a ‘how to’ for everything, from toasting buns to taking on a new supplier; from mopping the floor to assessing franchisee performance. Yet I don’t remember ever really talking about having systems. They weren’t something we did in addition to the day job; we worked with them every single day, unconsciously. It was just the way things got done.
So I want you to stop thinking about process; I want you to stop fretting about developing systems; and I want you to focus on making ‘the way we do things round here’
SIMPLE LOGICAL REPEATABLE.
At Macs, these were three key ingredients of each and every system that are imprinted on my mind. Three words that encapsulate why McDonald’s systems work:
That’s what makes business systems effective.
The other block I find some people have is that somehow the ‘one right way’ is not for creatives. So I’d like you to think about Masterchef. You’ll recall the episodes when the creative contestants have to go into Michelin star restaurants and cook the chef’s dishes to exactly the same demanding standards of content, taste and presentation. I’ve never heard those chefs go, ‘Oh I’m gonna do it my way’ or ‘I feel hidebound by having to produce this in exactly the same way’. No, they use their skills to deliver the same excellent standards and consistency and take pride in achieving them.
If you don’t watch Masterchef what about Bakeoff. A baker will follow tried and tested methodology, the one right way, for baking the cake to free up their time to try new flavours or to focus on decorating their showstopper. It just makes sense.
Think about an author who has a system for plot outline and development, research, character development, and a schedule to work on certain aspects of the story. A disciplined approach to the basics creates time for the creative story-telling.
And so in business, systems keep the nuts and bolts of your business; your invoicing, purchasing, marketing, recruiting etc in motion, and form a platform for the creative people to ‘do their stuff’. The one right way gives your customers the consistency they love and increases profit, which you’ll love.
And the one right way is always evolving as part of your improvement cycle. So your team come up with a better way as circumstances change and that becomes your new ‘one right way’. So you establish the ‘one right way’, the ‘how to’ with the people doing the work then you regularly review it together, improve it, train it in and off you go again. Your team can then work independently, taking ownership of the task and pride in what they do. And you have the trust in them to get on with driving your business(es) forward or spending more time with your family.
‘Systems are not chains to tie you down, they are wings to help you fly’.
Do one thing: Our Business Efficiency Test will give you an insight into how each of the key systems in your business is operating, and will give you strategies for improving them in a .pdf report. Take the test now, to see how you measure up: https://scorecard.mariannepage.co.uk
An effective Customer Journey Map gives you a clear and detailed picture of how your customer uses your product or services, and how customers and potential customers go through the buying process. It gives you and your team an overview of your customers’ experience and shows how they move through your sales funnel, which in turn helps you to identify opportunities to improve their experience.
To make it effective, you need to rethink what you believe you know, and fully understand every touch point a customer has with your business. There’s no one template that fits all businesses when it comes to mapping your customer journey, but there is a system, what a surprise! So here it is.
If this is your first attempt at mapping, then the most important thing is to keep it as simple as possible, but make sure it gives you all the vital information that you need. Remember that to make it effective you need to step out of your own shoes, and into your customers’ shoes. Take off those rose-tinted specs and see your operation as the customer sees it… as it is, not as you want it to be, or as it should be.
When you have your mindset right, follow these 6 steps…
Make sure that you know your customers intimately
You may have been told about the importance of building your customer avatars (a picture of your ideal customer). For customer journey mapping, these avatars are essential, giving you insights into your customers’ motivations, their buying habits, what they think, how they make buying decisions, what they want to achieve and so on. To get the best possible results, you’ll create a customer journey map for each avatar.
Work out the phases in your customer journey
How do potential customers hear about you? What are their first interactions with you?
What is their step by step experience with you? Your customer phases may include things like: Research, Purchase, Discovery, Recommend, Choice. For your first map, keep it simple and don’t over-think things.
Know what your customers want to achieve
In customer journey mapping, it’s crucial to keep in mind that this is not about you, it’s all about your customers. It’s all about what they need, what they want, their pain, their goals.
Go through each phase of your map and think about what your customer wants and needs when they’re in this phase, so that you can give them what they are looking for.
For example, if they are looking to put a toe in the water and try your products out before they commit to a purchase, but you don’t have any free resources, then you are not helping them to accomplish their goal. Or if they are trying to find you online, but your website is not ranked on Google, then again you have stopped them from accomplishing their goal. You have put an insurmountable hurdle in their way.
List your customers’ goals clearly under each of the phases in the journey map, because you can only accomplish your goals if your customers accomplish theirs.
Identify the touch-points and Moments of Truth on your customer journey.
For each phase, identify the interaction points between you and your customer, and the opportunities you have to connect and engage with your them as they try to reach their goals. These will include interactions that you have off site and onsite, through marketing, in person, and over the phone.
Some of these touch-points are more critical than others, e.g. when they try to call you does someone answer the phone, and how do they answer the phone?
These are your Moments of Truth. Map them out too as you will need to pay particular attention to them when you come to take action.
Understand your time-frames
Work out the time it takes for a customer to move through each phase of their journey with you. Is there more that you could do to help your customer achieve their goal for that phase, or speed up their journey?
Assess the team members/external support involved in each interaction
Look at who you have involved in supporting the customer journey. Do you have ‘aces in their places’? Are your best people looking after and monitoring the Moments of Truth? Do they have the support they need?
Are they following simple, logical and repeatable systems to get the job done? Have they had enough training? The right training?
For your customers to accomplish their goals in each phase of their journey through your business, there must be effective systems in place, and well-trained people owning and running those systems.
Walk through every step of the customer journey with your team, and at each step ask ‘Why? Why do we have this step, do we really need it, does it add value for our customers? Why do we do it this way, could we make it easier?’
As it sounds, the customer journey is the route your customer takes through your business from first deciding that they want what you have, to choosing to buy what they want from you, through every step of your sales process, to receiving and paying for their goods or services, and hopefully leaving you good feedback. It’s well worth the investment.
Do one thing: Our Business Efficiency Test will give you an insight into how each of the key systems in your business is operating - including your customer experience system - and will give you strategies for improving them in a pdf report. Take the test now, to see how you measure up: https://scorecard.mariannepage.co.uk
Like many business owners, I used to make the mistake of thinking that what was crystal clear and obvious to me would be crystal clear to my ideal client. That they would take the time to jump through my hoops, understand my jargon or click more than once, to find out more about me and my products.
Like many business owners, I’d over-complicated my very simple business.
I’d made myself difficult to do business with, forgetting the key lessons I’d learned at McDonald’s:
Visibility – make sure that you’re somewhere that your ideal clients can see you. Then have great branding – your equivalent of the Golden Arches sky sign.
Accessibility – be available when and where they need you to be, easy to reach and easy to understand.
Simplicity – be easy to do business with; straightforward; no hoops, no added complications, no unnecessary steps in your process.
As a Restaurant Manager at McDonald’s, I was tasked with walking my customer journey (or doing a ‘Travel Path’ as it was called), every hour. This meant walking about 100 yards (old school) up the street and back, looking for what my customers might see and notice, - litter, cleanliness, etc. And on my return what about first impressions seen from the Customers’ eyes, - tables and floor clean, team smart and busy, no queues - you get the idea.
Of course, we don’t all have bricks and mortar businesses. For many of us that first impression is online, and very often will begin with a Google search, followed by our website, maybe followed by a phone call, and so on. Very different businesses but they all have one thing in common: every customer goes on a journey through them.
To give Customers the best possible experience, we need to understand the key phases of that journey, the ‘Moments of Truth’ along the way, and any opportunities for improvement. It’s vital that we view it through our customers’ eyes; through their very real experience; not what the experience should be, or what you want it to be, but what it actually is, day-to-day. Ask those in your team who work with the journey every day, how simple and straightforward it is; how many hoops you’re making your customers jump through; how much unnecessary information you’re asking your customer to provide.
An effective Customer Journey Map gives you a clear and detailed picture of how your customer uses your product or services, and how customers and potential customers go through the buying process.
It gives you and your team an overview of your customers’ experience and shows how they move through your sales funnel, which in turn helps you to identify opportunities to improve their experience.
To make it effective, you need to rethink what you believe you know, and fully understand every touch point a customer has with your business.
There’s no one template that fits all businesses when it comes to mapping your customer journey, but there is a system, what a surprise!
Look out for next week’s blog where I’ll share our customer journey mapping system with you.
So, you have a big Vision that gives you goosebumps and it’s plastered on your wall in huge letters. You’ve started to plan with your team about how together you’ll make that Vision a reality. And you’re all buzzing about the future and cracking on. Great stuff! I can feel the energy from here.
Now, all that’s missing is an effective Personal Management System. Not the sexiest title I’ve come across but even the most inspiring vision, and the smartest of plans will be wasted if you don't have the means to keep yourself on track.
A Personal Management System
Your daily routine is the cornerstone of your personal management system, and should be crammed full of habits that will maximise your productivity, and move you closer to your Vision.
1. Get into the habit of planning your day the evening before (and your week on a Sunday evening). At the end of the day, you’re usually very clear about what still needs to done, what the priorities are, what tomorrow’s frog* will be. Advanced planning like this makes sure that you hit the ground running.
2. Chunk your work into 90 minute segments. This is a good timeframe for focus, and FOCUS is the key word - don’t multi-task - if you’re going to work on a sales letter, work on it for the full 90 minutes, or until it’s done, if you can do it within the 90.
3. Peak Practice - Work out which part of the day you’re at your peak - for me it’s first thing in the morning - and use that 90 minutes to ‘eat your frog’ - *do the thing that you don't necessarily want to do, but that’s weighing you down mentally, because you know you really need to get it done.
Just get focused and eat the damn frog! It’s a really good success habit to get into.
4. Set yourself mini deadlines - always good for those of us who like a bit of last minute pressure - make them ‘drop-dead’-lines too! Absolute must delivers! Breaks are always a good deadline. Holidays are also excellent. Ever noticed how much more you get done in the days leading up to a holiday, or the minutes leading up to any deadline.
5. Switch Off. Both breaks and holidays are essential for your long-term productivity too - refreshing and re-energising your mind and body. The most successful businessmen and women really get this, and have made breaks long and short, a habit they will always keep.
6. Daily Exercise. Other daily routines and success habits that are good for your mind and body, include taking at least 30 minutes exercise a day - even if it’s just a walk down the road and back - and drinking plenty of water - two litres is the recommended amount isn’t it? I’m no scientist, but I can testify to the power of a lunchtime walk for clearing your head and setting you up for a productive afternoon.
For budding entrepreneurs, there are three other personal management essentials:
A Personal Management System takes discipline and time to develop, but when you learn to manage yourself, the business will be a piece of cake!
Do one thing: look back over today/yesterday. Did your work take you towards your Vision? Did you have frog for breakfast? If not, look to adopt these good habits and improve your routines.
For more information on how MPL can help you, contact us here: email@example.com
‘9950! I just need to go up and down stairs a few times; I’m nearly there!’
Are you hooked on your 10000 steps a day? It’s that time of year again when we review how those new year resolutions are going. Use the stairs, eat less sugar, get off the bus a stop early.
With the state of obesity and the impact on a stretched NHS, there’s a real abundance of programmes and adverts out there helping us to eat better, sleep better and particularly move more. The aim is 10000 steps a day. Apparently that number was a pretty random figure, yet like me, you probably know someone who is addicted to achieving it daily.
Many of us have started to use watches and fitbits to measure our activity and keep us focused on our daily steps target. Research has shown we can get so hooked on our target that we’ll (literally) keep going that extra mile, to ensure we achieve it.
So if personal targets like this can work so effectively, what about business? Are targets in business good or bad? Well, I would say that it really depends on the target.
Did you hear the one about the train driver that went straight through every station to ensure he kept to his timetable! (Probably an urban myth.) But I did know of an organisation whose target was to process work in two days. So guess what happened to work not completed in that time? Yes, it got fitted in as and when, so managers could concentrate on getting new work done in the timescale by which they’d be judged. These managers were celebrated even though their old work was piling up. But at that time the age and level of that work was not a target and not measured, until it began to impact on the Customer. You probably have your own examples of targets where true customer service is not at their heart.
If you set a target and either celebrate it’s achievement or give people hell if it’s not reached, guess what? People will start to deliver it at any cost. If that target is not holistic or engenders fear of failure, somewhere down the line the business and your people will suffer.
So there can be dangers in target setting but also great rewards.
So what makes a good target?
A good target will always take you towards your business vision - so you need to be clear about that for starters.
It will be holistic - in the best interests of both your Customer and your business to engender a culture of excellence.
You can’t set targets just to improve profit - you’ll probably succeed in the short term, but what will the long-term cost be if you’ve achieved your target by cutting corners on quality?
Equally, you can set targets aimed at driving Customer satisfaction above everything else, but this could cause big problems if you ignore the needs of your business profit.
You want productivity – but if you focus on productivity without any thought for quality, customer focus or value for money, you may end up being very productive doing all the wrong things.
You get the gist.
Targets, like your SMART* goals, will be challenging, but achievable. You’ll be able to measure them, and celebrate their achievement with the team.
The very best targets drive your people and your business to excel and give everyone a real sense of achievement - just like your fitbit!
Do one thing: Review your business plans and ask yourself - are my plans a route map to my business vision / my destination? Do I have targets as key milestones along the way and are those targets holistic with the customer at their heart? Do they create a culture of excellence? Is my whole team involved in their creation and achievement?
For more information on how MPL can help you, contact us here: firstname.lastname@example.org
*SMART goals traditional definition:
S - Specific
M - Measurable
A - Achievable
R - Realistic
T - Time-bound
Marianne is the author of three books, and is currently working on her fourth, whilst regularly writing her blog, we hope you enjoy it :-)