Creating convenience and expediency will drive your business to greater success

We live in a world of instant answers and instant gratification.

From microwave dinners to on-demand tv shows, our world offers us what we want when we want it.

Customers assume that every business is capable of operating at this higher level and when those expectations are not met they quickly look elsewhere for the solution that fulfills their need.

It’s important to develop and put in place the policies and procedures that allow your business to meet this expectation, not only for your customers approval but for your employees so they have ready information to effectively communicate about, and be able to complete efficiently, the task at hand.

During my time at Business Point (a shared office space provider for small businesses) I not only developed the business centre office leases but the accompanying documentation so new employees understood how to complete the leases and new tenant businesses understood the services available.

As well, I wrote and produced the "Welcome Package" that each lessee would receive so they had all the information they needed to access their office and the resources that we provided including booking additional space, accessing the Internet, using the printer, parking rules and more.

“Human beings have an innate inner drive to be autonomous, self-determined, and connected to one another. And when that drive is liberated, people achieve more and live richer lives.” - Daniel Pink

Putting into place these forms and procedures reduced the time spent addressing individual inquiries and created a more professional environment for the services that Business Point provided.

Regularly evaluating these forms and procedures helps to anticipate and eliminate the rough spots that can otherwise make an everyday task into an unwanted time-suck of emails and phone calls by putting the required answers into the hands of those that need it.

Every business needs to break down the steps of their processes and provide two sets of documentation that allow employees to understand what needs to be done, and in what order, as well as the actual forms that are presented to customers that are easy to understand and puts the information they need into their hands.

By keeping a log of customer inquiries businesses can improve their systems and processes allowing more time to be spent on generating new business instead of just trying to hold onto existing business.

This will also effectively reduce the amount of time spent in repeating answers to questions that should not have to be asked by each new customer.

Whether your are creating a refund policy that is easy to understand or an advertising media kit to handle questions about formats, sizes and prices, putting this information together and having it available in expected places will help to move customers farther along the sales process and closer to placing their order.

You will also reduce time spent educating existing customers about the products and services you provide, quite possibly allowing your business the opportunity to add-on sales.