The phrase “Business processes” may sound like a big company scary and corporate thing right?
How do you ensure that your customers receive a consistently good experience when using your company?
This week, Robin Walker of Green Robin Solutions and I chat about business processes and the critical role they play in running your business. I also share an example of a terrible business process from Halfords. I’ll also share a recent experience of a slick business process from Fords. Both stories perfectly demonstrate the confidence they give you in each company.
Halfords own business processes of repairing minor faults with a vehicle such as changing light bulbs is disgraceful and at best, completely incompetent, with untrained staff working in the dark, trying to follow YouTube tutorials of how to do what they ahve already told you they can do and are about to charge you for. I have had several interactions with Halfords “We-fit” service and in every single interaction, they have manage to damage expensive parts of my vehicle, fail to do the job correctly or done a very poor job such as fitting Dashcams and the wiring for them, or I have had to stop them mid-flow to prevent damage to my vehicle as one of their staff was trying to chisel off my radiator cover to change a bulb.
Ford’s process on the other hand is exceptionally different and completely at the other end of the scale. Ford’s business process means you book in for a time where NO waiting is required and your work is carried out fast and correctly the first time, every time and they will even let you watch too if you want to.
Needless to say that due to Halfords terrible processes, they not only lost our business but they also earned themselves a 1* review and a complaint about such poor service and the attempt to repair vehicles that they are not qualified nor equipped to do.
It is so critical to be consistently good and it’s just as important to ensure you dont forget things. It can be as simple as making a checklist to ensure you dont forget anything or a flowchart for each customer interaction.
Robin said about the show appearance:
Running a business is like spinning plates. When a person starts a business, they have their core skills for example Accountancy, but there are so many more activities which a business owner must do from marketing to ordering office supplies.
In this episode of the WESH Live Show, Richard and I discussed business processes and the benefits of having them documented in an easy to digest form will help a business owner to share a task and in certain cases outsource them.
Weekly show summary:
I hope you enjoyed this weeks show and I truly do hope you found it useful in some way.