Services or Systems Improvements?

The difference between a small business and those of a corporate or large business is evidenced in the how each viewBig businesss process improvement. Improving the process is how a business delivers a consistent customer experience.

Regardless of the type of business, it is the interaction with the customers and delivery of the product/service that can indicate whether it is operating as a small business or a big business.

A small business or Mom-and-Pop business focuses on service improvements and the big or corporate business focuses on systems improvement. What does that mean?

A small business will focus on the following:

I want to find more ways to delight my customer.
I want to find more things that I can give them to make them feel good about the world.
I want to make them come back to me so that I can do more and more things for them.

Whereas a corporate systems approach would be:

How can I ensure each customer interaction is consistent and seamless?
How can I take less of their time?
How can I empower them with what I do best more effectively?
How can I spend less time getting that done?

Remember, as a business owner, your objective is making your business into an asset that generates income rather than simply working in it as you would any other job.

The question becomes how to deliver a fantastic customer experience more reliably, more effectively, with less of your time and effort. If that is the focus, then it is a big business model. If the process improvement is on building better operational systems, there is potential for lots of money to be made. If, however, the focus is on trying to figure out ways to personally make your customers like your product or service, you are in the realm of a small business. This does not mean that you are doing something wrong; your business can still be quite successful. But the lack of operational processes means that the business relies on you to run successfully, and taking a month-long vacation translates to everything stopping or slowing when you are gone.

Interested in developing or improving processes that take you from a small business model to a large business model? Want to take a month-long vacation and come back to a business that has not faltered or been affected by your absence? A Confident Solutions Coach can help you reach your professional business goals. Contact us today.