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Getting Out of the Field and Back Into Strategy Mode-Part 2
Daniel Jones • October 17, 2024
Part 2: Creating Systems and Processes to Sustain Growth
Recap from Part 1:
In the first part of this blog series, we explored why business owners, especially in service-based industries like HVAC, plumbing, and property management, get pulled into fieldwork. We also discussed how this limits long-term growth and identified the first steps to break free, including delegating tasks and building a trustworthy team. Now, it’s time to dive into the next essential piece of the puzzle: creating systems and processes that will allow your business to run smoothly, whether you’re directly involved or not.
Why Systems Are Critical to Growth
Without systems and processes, your business relies on you to make every decision and complete every task. This leaves you stuck in the daily grind, unable to focus on long-term strategy. Systems create consistency, allowing your team to follow established procedures and make decisions without your constant oversight. They free up your time, prevent errors, and—most importantly—make your business scalable.
When you think of a successful business, it’s not just about offering a great product or service. It’s about having the right framework in place to ensure that the quality of your work remains high, no matter who is performing the task. This is where systems and processes come in.
What Are Systems and Processes?
Let’s break it down:
- Systems: These are the broad, repeatable structures that allow your business to operate efficiently. They might include a scheduling system, customer relationship management (CRM), or even inventory tracking. Think of systems as the building blocks of how your business functions.
- Processes: These are the step-by-step instructions within your systems that tell your employees exactly how to complete tasks. For example, a process might outline how a technician completes a service call, including all necessary steps, from arrival to invoicing.
By having both systems and processes in place, you’re giving your team the tools they need to work independently and consistently. Let’s dive into how you can start building these in your own business.
Step 1: Identify Repetitive Tasks
Start by looking at the tasks you and your team perform every day. These repetitive tasks are the perfect candidates for systematization because they don’t require high-level strategic thinking. In service-based businesses, common repetitive tasks include:
- Scheduling appointments
- Dispatching teams
- Completing service calls
- Managing inventory
- Invoicing and payments
- Responding to customer inquiries
Once you’ve identified these tasks, ask yourself: “How can this be done in a more structured way?” The goal is to create a system that anyone in your business can follow, which will ensure consistency even when you’re not around.
Step 2: Document the Processes
Now that you’ve identified which tasks need to be systematized, it’s time to document the processes. The goal here is to create clear, step-by-step instructions for each task. This doesn’t have to be complicated, but it should be thorough enough that anyone can follow along.
For example, if you’re documenting the process for a service call, it might look something like this:
- Confirm the appointment: Call the customer 24 hours in advance to confirm the time.
- Preparation: Ensure all necessary tools and equipment are loaded in the vehicle.
- Arrival: Arrive at the customer’s location 10 minutes before the scheduled time.
- Introduction: Introduce yourself and briefly explain the work that will be done.
- Service: Perform the service according to industry standards and the customer’s expectations.
- Completion: Walk the customer through the completed work, answer any questions, and request feedback.
- Invoicing: Complete the invoice using the appropriate software and collect payment.
- Follow-up: Schedule a follow-up appointment if necessary, and log the completed work in the CRM.
By documenting processes in this way, you ensure that every service call is handled the same way, regardless of which employee is performing the task. This not only creates consistency for your customers but also empowers your employees to take ownership of their roles.
Step 3: Automate Where Possible
Automation is your best friend when it comes to systems. The more you can automate, the less hands-on work you and your team will need to do. There are many tools available today that can help you automate repetitive tasks:
- CRM systems: Automate customer communications, appointment scheduling, and follow-up emails.
- Inventory management software: Automatically track inventory levels and alert you when supplies are running low.
- Billing systems: Automate invoicing and payment collection to reduce manual work.
- Task management tools: Use software like Trello or Asana to assign tasks and track progress, ensuring everyone is on the same page.
Automation frees up valuable time and reduces the risk of human error, so you and your team can focus on tasks that require more creativity or problem-solving.
Step 4: Train Your Team on the Systems
Systems and processes are only as effective as the people using them. Once you’ve developed your processes, you need to train your team to use them correctly. The best way to do this is through hands-on training and regular check-ins to ensure everyone is on the same page.
Here are some tips for training your team:
- Start with a walkthrough: Sit down with your team and walk them through the new processes step by step. Show them where they can find the documentation and how to use any new tools or software.
- Practice: Have your team run through a few mock scenarios to practice using the new systems. This will help them become familiar with the processes and give you a chance to address any questions or concerns.
- Follow up: After the initial training, follow up regularly to ensure your team is using the systems correctly. You can also ask for their feedback to see if there are any adjustments that could improve the process.
Step 5: Regularly Review and Refine Your Systems
No system is perfect from day one. As your business grows and evolves, your systems and processes should, too. Regularly review your processes to identify any areas that can be improved or streamlined. For example, as new technology becomes available, you may find ways to automate tasks that were previously done manually.
Encourage your team to provide feedback on the systems. They’re the ones using them daily, so their input is valuable in refining the processes to make them more efficient. By keeping your systems flexible and open to improvement, you ensure that your business continues to run smoothly and efficiently.
Step 6: Create a Culture of Accountability
To ensure that your systems are followed, you need to build a culture of accountability within your team. This means holding everyone responsible for their tasks and giving them the autonomy to make decisions within the framework of your systems. When employees know what’s expected of them and have the tools they need to succeed, they’re more likely to take ownership of their roles.
Accountability isn’t about micromanaging—it’s about creating clear expectations and providing support when needed. By creating a culture of accountability, you can step back with confidence, knowing that your team will follow the processes you’ve put in place.
The Result: A Business That Can Run Without You
When your systems and processes are running smoothly, you’ll find that your business doesn’t rely on you as much for day-to-day operations. This frees up your time to focus on growth, strategy, and big-picture goals—exactly where you should be. You’ll no longer be trapped in fieldwork, and your business will become more scalable, consistent, and efficient.
Coming Up Next:
Part 3: Delegation, Accountability, and Leadership
In the final part of this series, we’ll explore how to hold your team accountable, delegate effectively, and develop your leadership skills to guide your business toward long-term success.
#SystemsAndProcesses #BusinessGrowth #SmallBusinessTips #ServiceBusinessSuccess #EntrepreneurLife #AutomationForBusiness #DelegationSkills
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I’ve been seeing a lot of posts from newer folks talking about different services they want to offer. These ideas often seem driven by the need to make money right now—especially during the slow season when their client base isn’t big enough to cover their expenses. Some of these offerings align with their core business, but many don’t. I get it. Nothing is scarier than going into your first slow season knowing your income isn’t enough to cover what you need. But I want to take some time to share what I’ve learned—through trial and error—about the risks of branching out too soon. My hope is to help others avoid the long-term damage that can come from overextending before your core business is strong. Let’s start with a lesson I learned early on in lawn care. The Golden Rule of Mowing In lawn care, there’s a simple rule: never cut more than one-third of a blade of grass at one time. Why? Because when you take too much off the top, the grass has to shift all its energy into regrowing the blades, sacrificing root health and lateral spread. This leaves the grass weaker, less able to withstand stress, disease, or drought. This isn’t just about grass—it’s a powerful metaphor for business. Especially when you’re starting out, the same principle applies: overextending yourself by taking on too much too soon can weaken your business’s foundation. The Danger of Expanding Too Quickly When you’re building your business, it’s tempting to branch into other services—tree work, fence installation, junk hauling, pressure washing, you name it. And I totally understand why. It’s hard to watch your team sit idle in the off-season, or to see your bills pile up when your client base isn’t where it needs to be. But jumping into too many services, especially ones outside your expertise, can hurt your core business. Here’s how: Lost Focus: Expanding too quickly can distract you from refining your core services—lawn maintenance, landscaping, or whatever your primary offering is. Strained Resources: Just like grass sacrifices root health to regrow its blades, you risk spreading your team, equipment, and finances too thin. Think about this: if you add services now, can you realistically manage all of them once your core business picks up again? And if not, will you tell clients you’re no longer offering those services? Either way, there’s a cost. Reputation Risk: If you take on work outside your expertise and underdeliver, it can harm your reputation. And if you have to stop offering those services later, it could create confusion or disappointment among your clients. Focus on Growing Your Core Business The healthiest grass grows strong roots before it spreads wide. The same is true for your business. Before you branch into other services, focus on growing this blade of grass—your core business: Master Your Core Offering: Deliver consistently high-quality results in your primary service. If you offer lawn maintenance, keep your offerings tied to that—mulch, leaf removal, weeding, pruning. Keep it relevant, and master these first. Build a Loyal Client Base: Your core customers are your foundation. If they trust you, they’ll refer others and be open to new services you offer later. Develop Systems and Processes: Make sure your current operations run smoothly without requiring your constant involvement. Your core service needs to function like a well-oiled machine before you add complexity. Focus on growing this blade of grass—not at the expense of your roots, and not by watering down your focus with other offerings. Expanding the Right Way Once your core business is healthy, profitable, and supported by a competent team, you’ll be in a better position to expand—just like healthy grass can handle a heavier cut without harm. When you’re ready, keep these tips in mind: Add One Service at a Time: Grow deliberately, ensuring you have the skills, equipment, and team to support the new offering without compromising your primary work. Test the Market: Gauge interest in the new service before fully committing. Deliver the Same Excellence: Apply the standards and systems that made your core business successful to the new service. A Lesson from My Experience This isn’t just theoretical. Early in my career, I made the mistake of overextending myself. I took on more than I was ready to handle, and by the time I realized it, I had to eat my hat with a lot of customers. I was lucky—my willingness to admit my mistakes and show humility kept some of those upset clients from leaving. But it was a hard lesson to learn. Take it from me: focus on your one blade of grass right now. Build your core business first, and the rest will come. I’d love to hear from others, especially experienced landscapers—what are your thoughts on this? What lessons have you learned about branching out too soon or too late?
Conclusion: Transitioning to Strategy and Unlocking Business Potential
Building a team that shares your vision and values is just the beginning. The real challenge is maintaining that alignment over time, especially as your business grows. Without regular communication and a strong culture, even the best teams can drift off course, leading to frustration, inefficiencies, and setbacks. To keep your team aligned and motivated, you need to create an environment where your vision is clear, feedback flows freely, and every employee feels valued. This blog will show you how to use communication and culture to keep your team working together toward the same goals. Why Alignment is Crucial for Success When your team is aligned with your vision and values, you get: Consistency: Everyone understands the goals and standards, leading to consistent results. Engagement: Employees feel connected to the company’s mission, which boosts morale and productivity. Efficiency: A shared understanding reduces confusion, duplication of efforts, and costly mistakes. Growth: Alignment creates a foundation for scaling your business without losing quality or focus. Without alignment, your team may work hard, but not always in the right direction. Miscommunication and competing priorities create friction that slows progress and causes frustration. The Role of Communication in Team Alignment Regular and intentional communication is the backbone of team alignment. It ensures that everyone understands the company’s vision, values, and goals and knows how their role contributes to the bigger picture. 1. Host Regular Team Meetings Weekly Huddles: Use these to review short-term goals, celebrate wins, and address immediate challenges. Monthly Check-Ins: Dive deeper into progress toward long-term goals and share updates on company initiatives. Vision Refreshers: Periodically remind your team of the company’s vision and values to keep them top of mind. 2. Create Feedback Loops Encourage two-way communication by actively seeking feedback from your team. Ask questions like: “What’s working well in your role?” “What obstacles are you facing?” “How can we improve as a team?” This not only helps you identify issues early but also shows your team that their opinions matter. 3. Communicate Expectations Clearly Make sure every team member understands their responsibilities and how they contribute to the company’s success. Use tools like: Job Descriptions: Detailed outlines of duties and expectations. KPIs: Clear, measurable goals that track performance. Checklists and SOPs: Standardized processes that eliminate guesswork. Building a Culture of Alignment Culture isn’t something you can dictate—it’s something you create through actions, values, and reinforcement. A strong culture keeps your team motivated and aligned, even when you’re not watching. 1. Lead by Example As the business owner, you set the tone for your company culture. Demonstrate the values you want your team to embody, whether that’s accountability, customer focus, or innovation. 2. Recognize and Reward Alignment Celebrate employees who go above and beyond to uphold the company’s vision and values. Recognition can be as simple as a shoutout in a team meeting or as significant as a performance bonus. 3. Foster Collaboration Encourage teamwork by creating opportunities for employees to work together on projects. This builds trust, improves communication, and reinforces shared goals. Real-Life Example: Aligning Through Culture and Communication Jessica, the owner of a cleaning service, realized her team was struggling with consistency and morale. She started holding weekly meetings to review progress and recognize top performers. She also implemented monthly one-on-ones to discuss individual goals and challenges. Over time, her team became more cohesive, and their performance improved. Client satisfaction ratings went up, and turnover decreased. By prioritizing communication and culture, Jessica created a team that was motivated and aligned with her company’s mission. Steps to Maintain Alignment Today Schedule your next team meeting and use it to discuss your company’s vision and goals. Create a system for recognizing employees who embody your values. Ask your team for feedback on how to improve communication and collaboration. By consistently reinforcing alignment through communication and culture, you’ll create a team that not only meets expectations but exceeds them. Is This Your Struggle? Let’s Talk If this is an issue you are struggling with, I would like a chance to interview you for a program I am working on. This is not a sales call; this is market research. If you will give me 30 minutes of your time, when we conclude the call I would be happy to give you some free actionable steps you can use to help solve some of your issues. Schedule here: https://go.thryv.com/site/DanJonesConsulting/online-scheduling?service=0nafyomx1atct78q
Delegation Done Right: Trust, Training, and Follow-Up
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Empowering Your Team with Clear Roles and Accountability
When it comes to building a team, most business owners focus on finding people with the right technical skills for the job. But if you’ve ever hired someone who was great at their work but clashed with your team or failed to meet your expectations, you know that skills alone aren’t enough. The secret to building a high-performing team that drives your business forward is hiring people who align with your vision and values. These employees don’t just complete tasks—they become invested in the success of your business and take ownership of their roles. Why Vision and Values Matter Your vision and values define the culture and purpose of your business. When your team members share these, they’re more likely to: Stay motivated and committed to doing quality work. Collaborate effectively with others. Take initiative and solve problems in ways that align with your goals. Hiring based on alignment with your vision and values helps avoid common challenges like: Employees who prioritize their own way of doing things over your systems. Team members who are disengaged or don’t take pride in their work. Frequent turnover because of cultural mismatches. How to Define Your Vision and Values Before you can hire for alignment, you need to clearly define your vision and values. Ask yourself: What is the ultimate goal of my business? What do I believe in as a leader? What qualities do I want my team to embody? For example, if your vision is to deliver outstanding customer service, a core value might be attention to detail or empathy. These values will become the foundation for your hiring process. Hiring for Alignment: Practical Steps 1. Write Job Descriptions That Reflect Your Vision and Values Your job postings should go beyond listing skills and experience. Highlight what you stand for as a business and what type of person will thrive on your team. For example: "We’re looking for a team player who shares our commitment to delivering exceptional service and values integrity, reliability, and a positive attitude. If you take pride in your work and want to grow with a company that values its people, we’d love to hear from you." 2. Use Values-Based Interview Questions In interviews, ask questions that reveal whether a candidate shares your values. For example: For teamwork: "Tell me about a time you worked with a difficult team member. How did you handle it?" For integrity: "What does accountability mean to you in the workplace?" For problem-solving: "Can you give an example of a time you went above and beyond to solve a problem at work?" Listen for answers that align with your values and show a willingness to grow and contribute. 3. Focus on Attitude Over Experience It’s often better to hire someone with the right attitude and train them on the skills they need than to hire someone with all the experience but none of the drive or alignment. Look for candidates who are coachable, enthusiastic, and committed. 4. Involve Your Team Include a trusted team member in the hiring process to get their perspective on how well a candidate might fit into your company culture. Real-Life Example: Transforming Hiring Practices David, the owner of a cleaning service, used to focus solely on experience when hiring. He quickly realized that while experienced candidates knew the technical side of cleaning, they often clashed with his team and required constant supervision. After redefining his hiring process to prioritize values like reliability and teamwork, David started bringing on employees who were eager to learn and committed to his vision. His turnover rate dropped, morale improved, and his business became more efficient. Start Building Your Ideal Team Hiring for vision and values takes time, but the long-term benefits far outweigh the effort. A well-aligned team doesn’t just complete tasks—they actively contribute to the growth and success of your business. Here’s your next step: Write down your vision and core values. Update your job postings to reflect these principles. Prepare values-based questions for your next interview. Is This Your Struggle? Let’s Talk If this is an issue you are struggling with, I would like a chance to interview you for a program I am working on. This is not a sales call; this is market research. If you will give me 30 minutes of your time, when we conclude the call I would be happy to give you some free actionable steps you can use to help solve some of your issues. Schedule here: https://go.thryv.com/site/DanJonesConsulting/online-scheduling?service=0nafyomx1atct78q
As a home service business owner, your business likely started with you wearing every hat—fieldwork, sales, admin, and even customer service. This hands-on approach is often necessary in the early days. But at some point, it becomes a roadblock. If you’re still working in the field daily, answering every call, and making every decision, you might feel productive, but you’re unknowingly holding your business back. Growth demands a different approach—one where you step out of the daily grind and embrace the role of a leader. Why the Hands-On Approach Fails Over Time Being deeply involved in your business can feel like the right thing to do. After all, it’s your business, and no one else will care as much as you do, right? But here’s the hard truth: when you stay in the trenches, you’re preventing your business from reaching its full potential. Here’s why: You’re the Bottleneck: Every task and decision has to pass through you, which slows progress and limits what your team can achieve on their own. Reactive Mode Dominates: You spend so much time putting out fires that you have no time for big-picture planning. Burnout Looms: Constantly juggling fieldwork and management is exhausting. Burnout not only impacts your effectiveness but also stifles your creativity. Growth Stalls: Without time to focus on strategic goals, your business reaches a plateau, unable to scale beyond its current state. The Shift: From Doer to Leader Transitioning to a leadership role isn’t easy, but it’s essential for breaking through growth ceilings. Leadership is about working on your business, not just in it. Here’s how to start making the shift: 1. Define Your Role as a Leader Leadership means guiding the business, not micromanaging it. Your focus should be on: Setting clear goals for the business. Communicating your vision to the team. Developing systems and processes to create consistency. 2. Learn to Delegate Delegation isn’t about passing off tasks you don’t want to do; it’s about empowering your team to take ownership. Trust your employees to handle responsibilities, and provide them with the tools and training they need to succeed. 3. Prioritize Strategic Thinking Set aside time each week to think about your business’s future. What’s working? What isn’t? What opportunities are you missing? This clarity will guide your decisions and keep you focused on growth. 4. Focus on Team Building The right team can transform your business. Hire for alignment with your vision and values, not just skills. Then, create a culture of accountability where everyone knows their role and strives for excellence. Real-Life Example: A Leader's Transformation When Sarah, the owner of a pest control business, realized she couldn’t keep up with fieldwork and manage operations effectively, she decided to make a change. She began documenting her processes, training her team, and stepping back from day-to-day tasks. Within a year, she hired a reliable operations manager and focused on growing her client base. Her revenue increased by 40%, and she had time to think about expanding into new services. Sarah’s transformation didn’t happen overnight, but it started with a mindset shift: she saw herself as a leader, not just a worker. Steps to Start Your Shift Today Write Down Your Vision: What do you want your business to achieve in the next year? Five years? Evaluate Your Time: Conduct a time audit to identify tasks you can delegate. Empower Your Team: Train your employees to handle more responsibilities, and give them the freedom to make decisions within their roles. Commit to Leadership: Block time on your calendar each week to focus on strategy and planning. Is This Your Struggle? Let’s Talk If this is an issue you are struggling with, I would like a chance to interview you for a program I am working on. This is not a sales call; this is market research. If you will give me 30 minutes of your time, when we conclude the call I would be happy to give you some free actionable steps you can use to help solve some of your issues. Schedule here: https://go.thryv.com/site/DanJonesConsulting/online-scheduling?service=0nafyomx1atct78q
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