I really like the expression ‘undocumented chaos’ to describe how some people run their business.
This is the oldest map of the world, the ‘Imago Mundi’. It dates from between 700 BC and 500 BC and it’s written in cuneiform! Maps are not a new idea.
Keeping everything in your head and expecting people to remember what you said or at times read your mind is futile.
Plus, you miss out on the opportunity to sit quietly and imagine how good it could be if everyone was organised and working together. What synergies could you find? What steps could you drop that were necessary before but are now thoughtlessly executed but no longer required?
Start with how you want to interact with your customers and work back from that. A great customer experience, that develops repeat business and great reviews, does not happen by accident or simply evolve of its own accord. How do you want people to feel after buying from you?
Of course, your first attempt to map out your business will not be perfect but I promise there will be benefits, even if you get one good idea that you can execute from a session of mapping it out it’s worth the effort.
Think through all the steps your customer go through when dealing with your business - how do you want them to feel
What are the things you and your people do to support that step? are you consistent?
Do your staff know what to do at each step? can they look at something if they have forgotten?
To be most effective, map from the top down, implement from the bottom up.
If this seems daunting then do a piece at a time. Look for some executable benefit from each session you do. Is there something you can action straight away?
Bring your team in too. if you have a large problem to solve and the neatest most elegant solution is not obvious to you, ask them. They will love being involved and flattered that you considered their opinion. Human beings LOVE to make a difference.
A beautiful, highly regarded and sustainable ‘Cash ATM’ that earns money while you sleep does not build itself. You will need to have some sort of blueprint to aim at and work through.
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