Turkey In The Snow Drift and Season’s Greetings

Posted on December 24, 2011 by Lyle

I originally sent this story to subscribers and customers Christmas Eve 2008. I thought it would be nice to post it here.

“Why is the oven element glowing red in one spot”, my wife asked me from the
front door of the house. I stopped shovelling the heavy snow and headed indoors
for a look. “I’ve turned it off because I wasn’t sure.” she said as I looked in
the oven.

She’d put the Christmas Eve turkey in the oven about one and half hours ago
and was checking it when she noticed a red spot glowing brightly on the oven
element.

“I don’t see anything now” I said. I turned the oven back on and went out to
continue shovelling snow.

It had snowed all last night and all day today. This on top of a week of
snowy days. It was snowing so much the walks needed shovelling as soon as I
finished. For Vancouver, this was unusual weather. The last white Christmas was
ten years ago, 1998. They announced it on the radio earlier today.

After I finished shovelling I came back in and opened the oven to check for
the red spot. No spot. I guess it’s alright. Then I noticed the oven didn’t feel
very hot. Not even that warm really.

“The oven’s not very hot” I said. “Wait a minute. It’s not working at all!”.
“That’s what the red spot was about. The oven element had burned out.”

I had replaced it three or four years ago and now it’s gone again.

Great! Here it is Christmas Eve, 3:30 in the afternoon and with a half cooked
turkey.

I frantically phoned around for a replacement element but every place was
closed early because it was Christmas Eve and it had been snowing all day and
all night.

Now What?

“We could take the turkey over to my uncles place and use their oven.”, my
wife suggested. “They won’t be using it tonight.”

Problem was there’s two feet of snow in the streets. Even with my wife’s
all-wheel drive Subaru Forester I didn’t relish making the trek. Even if it was
only a few blocks away.

Then I thought of the BBQ. “We could BBQ it.”

I’ve never cooked a turkey in a BBQ before. I had heard it could be done. At
least I think I had heard it could be done. This seemed like a good time to try.
In fact, it was a perfect time to try.

Of course, since I’d been shoveling the backyard walkways all week the snow
was piled high around the BBQ. More shoveling.

We decided to leave the turkey in the roaster pan and popped it into the BBQ.
I just hoped there was enough propane left over from the summer.

Turkey Dinner Saved by the BBQ after Digging it out of the Snow Drift.

Well, there was enough propane. The turkey cooked up really nice. We had a
nice Christmas Eve turkey dinner. Certainly, a tale to retell at future
Christmas dinners.

I hope your holiday isn’t quite a memorable. My best to you, your family in
this joyful holiday time.

May you have a healthy and prosperous 2012.

Posted in Good Will | Leave a comment

Begin at the End To Create Your Customer Centric Systems

Posted on February 3, 2011 by Lyle

In the quest for quick results, business owners often start systemizing at the obvious place – their lead generation systems. Lead generation is perceived to bring in more business and hence more money. And who doesn’t like more money? It’s exciting. The phone rings off the hook, people stream in the door. What’s not to like?

The problem is this is starting at the wrong end of your customer centric systems. What good is getting loads of prospects if you can’t handle them and turn them into sales and then deliver? Sure, you can handle some increased demand, but probably not well or for long. It is better to start at the other end of your customer centric systems.

What Are Customer Centric Systems?

These systems are about bringing in business and delivering your products and services. Your customers are directly exposed to these systems. In contrast, your business centric systems are about managing and operating your business. Customers seldom see these or experience them directly.

You can break customer centric systems into three broad categories:

  1. Lead Generation Systems

    2. The various ways of attracting the attention of prospects and getting them to contact your business to find out more and hopefully become customers.

  2. Lead Conversion Systems

    3. How you receive prospects and convert them into customers willing to hand over their money for what you are promising to provide.

  3. Fulfillment and Service Systems

    4. How you produce and deliver your product or service and how you provide customer service.

The End is Your Beginning

When you start systemizing your customer centric systems, begin at the end and work backwards.

  1. First, create the systems that deliver your product and service.

    2. You want these to be effective and efficient. Doing these first ensures your business can handle the increased demand. It also reduces the amount of rework and customer complaints you have to deal with.

  2. Next, create the systems that convert prospects into customers.

    3. You want to take maximum advantage of the opportunities (prospects) that present themselves to learn more about your business and your products and services.

  3. Finally, create the systems that attract prospects to your business.

    4. Develop the systems that will bring in quality leads without wasting your scarce resources.

Why Develop Systems in This Sequence?

Think of your customer centric systems as a pipeline. One end attracts prospects. The other end produces satisfied customers. The idea is to increase the flow of customers through the pipe while providing better products and services for less cost and more profit.

Increasing the amount of intake before the rest of the pipeline can handle it is pointless and wasteful. Attracting prospects costs money and takes time. If you attract hordes of new customers before you can handle them then you risk providing a bad experience for customers. Increase the capacity of the pipeline by starting at the output end and working backwards.

Remember, we are just talking about putting systems into place. We are not talking about replacing equipment and facilities and spending piles of money. Just creating and documenting better ways to do what you currently do.

When

Start now, but do not feel you need to get it all done right away. Getting your fulfillment and customer service systems done first is a great start. You will see benefits immediately through reduced costs, reduced waste, improved customer satisfaction, fewer quality issues, and reduced stress on your employees. Of course, you will also be able to handle more business when it starts to appear.

Summary

When you start to develop your customer centric systems begin with the end. First, develop the systems that deliver your product or service to your customers. Then, develop the systems that convert leads into customers. Last, develop the systems to attract the prospects into your lead conversion system.

Posted in Getting Started | Tagged , , , | Leave a comment

How to Create Useful Operations Manuals

Posted on January 19, 2011 by Lyle

Don’t make the mistake of including all your business system in an operations manual. You’ll just end up with a massive manual that no one uses. Give every employee a copy and you’ll not only kill a few trees but everyone will risk back injury trying to use it. With all those systems how is an employee supposed to figure out what their responsibilities are - it is just plain overwhelming.

Instead, create operations manuals that are specific to each employee position in your business. For example, Sales Manager Operations Manual, Roofing Estimator Operations Manual, or Accounts Payable Clerk Operations Manual. These role specific manuals are much more useful.

With role specific manuals each employee clearly knows their responsibilities. They know what tasks are theirs, how to perform them, and what is expected of them. This can make them feel more secure and less stressed in performing their job. It allows them to focus on doing their job well.

Include two types of systems in a role specific operations manual

First, include systems that are only performed by an employee in that position. That is, only one individual is responsible for operating the system from beginning to end. For example, systems that only the Sales Manager does or only the Job Estimator does.

The second type of system to include is cross-function systems. These are systems in which multiple roles are involved in operating the system. The people involved might be within a single department, across departments, or even across companies. Every role involved would have these systems in their operations manual.

What else should be in an Operations Manual?

Consider including company specific information. Think of it from a new employee point of view. What other information would be of value or use to them? How about company background and history, products and services, industry overview, company wide policies and guidelines, mission statement, department listings, information about company founders and current executive.

What should not be in the manual?

Do not include system components such as forms, worksheets, or checklists. Keep these in a readily accessible place where employees can get them as needed. For example, store pre-printed copies in a supply cabinet or print when needed from an on-line library.

Who should have an operations manual?

Every position from President to Janitor should have an operations manual. Every employee, every manager, every executive should have a manual for each role they perform.

How should an operations manual be presented?

Three-ring binders are a good choice for manuals. Since the contents are always being updated a binder makes it easy. Often a single binder can contain both types of systems – it’s just a matter of size. If you use a single binder, separate the systems into the two types. If the manual gets too big then create two manuals for the role, one for each system type.

Besides being a quick reference the role specific operations manual has other benefits. It becomes easier to orient and train new hires. A great deal of the information they need is consolidated into a single source. Role specific manuals protect proprietary company information by not exposing all your secret sauce to every employee, nor putting it at risk of theft or loss.

Good operations manuals alone won’t guarantee their use. They need to be kept reliably up-to-date. Demonstrate their value by referring to them yourself and make sure your managers do as well. Have your employees take part in creating the systems for the jobs they do. When they contribute they feel a sense of ownership and will be more likely to use the manuals.

Posted in Documentation, Operations Manual | Tagged , , , | 1 Comment