Your people will be better, quicker.
A sometimes-overlooked benefit of automation and the correct systems and processes, is that training your staff, especially new staff, becomes easier and quicker.
You won’t have to settle for the fact it can take 3 to 6 months for a new recruit to become operationally efficient and a profitable member of your team.
It takes up to 2 years in some industries!
Look at McDonald’s again. They certainly don’t wait 3 to 6 months for a member of their restaurant team to get up to speed. They’re in the fast food business, and everything happens fast.
They also don’t rely on luck or chance to ensure their staff are working at high efficiency as soon as possible. Systems, processes and training have been created to make this happen.
Pret a Manger have a ‘Pret Academy’ where they train all their staff, from ‘Team Members’ to top level managers. Everyone receives induction and training into the business and culture.
Now, you don’t need a fancy city centre training facility or be a national chain to benefit from quality, systemised training for your team.
Embed the training into their job.
You can have systems in your business that tell your staff what to do and when. Not just as training for new members of your team, but as a mechanism for quality control and process management for even the longest standing members.
I remember training to be a qualified electrician nearly 20 years ago. One of our instructors came from the aviation industry and worked as a maintenance engineer on aircraft. He explained to us the importance of the right systems and processes, in that industry.
No matter how long you had been in the job, or how experienced you were… you were not allowed to carry out a single piece of maintenance without using the step-by-step reference manuals, specific to each process and each aircraft.
Your business might not carry such a high cost of failure as aviation, but it can sure benefit from the right training and day-to-day management processes.
You could have software systems with everything your team needs, right there on the screen, inside the systems they already use, such as…
- Training Videos
- Sales Scripts
- Next Step Instructions
- Dedicated Task Lists
This helps to simplify and speed up training, and crucially eliminates ‘Chinese Whispers’ style training.
It is not just the new guy who kills productivity.
What would the impact be on your business if you could halve the time it takes for a new team member to become operationally efficient and profitable?
Remember, if you just stick someone in a job and expect the person sat next to them to ‘show them the ropes’, there will be no structure to the training. It will take longer, and in reality cost more.
Also, if Sally has to spend time teaching James, the new guy, how to do his job, whilst trying to do hers, you lose productivity on both counts.
How much do you
spend waste on ‘dead wages’ in this scenario?
A lack of systemised training also increases the chances of bad habits spreading through the business, as there is no single source of truth.
Everyone ends up doing it the way they have been shown, what they remember or how they think it should be done.
Don’t make the mistake of thinking your business does not have systems and processes, because you did not deliberately create them. If you have 10 members on your team and you didn’t create the systems… you have 10 different systems running at the same time.
This means your customers have a 1 in 10 chance of actually receiving the service you think they receive.
But you just won’t know.
It also means when a customer returns more than once, they could have a different experience each time. And it’s unlikely to be ‘the best’ experience every time.
Author: Pieter De Villiers
Pieter K de Villiers is slightly obsessed with systems. The systems and process automation he builds for small businesses are transformative, to say the least. Pieter is a Co-Founder of Blue Peg Group and the Amazon best-selling author of “Barefoot Business: 3 key systems to attract more leads, win more sales and delight more customers without your business killing you”.