melbourne vic business process workflow expert

How To Correct The Four Types Of Workplace Error

As human beings, it is a part of our nature to make mistakes even when we try to take extra care in preventing them. Errors unknowingly creep into most of our works. Even if the members of your team are diligent to the point of being perfectionists, this doesn’t mean that they will not slip up every now and then.

 

Everybody makes mistakes. So as the business leader, you need to be doing everything in your power to set your team up for success, making sure that they’re producing consistently excellent results.

 

melbourne vic business process workflow expert

“Mistakes are a fact of life. It is the response to error that counts.” – Nikki Giovanni

 

Will you believe me that with ONE simple tool, you can support your team towards those ends? Before I tell you about this amazing but often overlooked business tool, let me first discuss the four different reasons that people get things wrong at work.

 

1.  SOME ARE NAIVE 

Some members of your team don’t know how to do the job, but they never really try to work it out either. There’s not a straight pathway forward for them and they simply don’t know how to do the job. For them, this is enough of a reason to not even try. They sit back and don’t do anything about it. To simply put it, they are naive. While it would be great to see them getting up and having a go, if they have never really been instructed, or if they don’t have the knowledge, it’s very unlikely that they will have got the task right in the first place. 

 

2. OTHERS ARE GO GETTERS 

There might be some members of your team who don’t know how to do the job but they have given it a red hot go to try and figure it out themselves. This second group is a little bit more motivated. They will go right ahead despite their lack of instruction or support, but at the end of the day, they don’t know how to do the job either. They’ve never been shown or it’s never been confirmed that they knew how in the first place. These are the ones who will try and do the best that they can. Unfortunately, they try to do the work but they simply don’t know how and they just won’t get it right. 

 

3. MANY MAKE MISTAKES 

A lot of employees people do know how to do the job but they simply make errors They are shown what to do yet they make a simple human mistake. For a momentary lapse, they forget how the task should be done and they don’t get the job done properly. Unfortunately, the outcome is not what was expected or desired.

 

4. A FEW WILL SABOTAGE 

A painful scenario to see is when people do know how to do the job but they deliberately do it wrong. This is a really toxic situation for your workplace and one that reflects a deeper problem around your workplace culture. These people know what to do, and then they do it wrong on purpose, actively sabotaging the output of the business.

 

Now all four groups of people have come from a very different place. And yet all four of these scenarios will result in work not getting done properly because mistakes and errors are made. This is costly and expensive for your business. All four of these groups simply needed one simple tool to keep them on track. 

 

That tool is …

 

(drumroll …)

 

a checklist. Comprehensive checklists will solve all of the problems you face with workplace errors. If you have a checklist, you will be immediately providing instruction for people who don’t know how to do the job. There the steps clearly laid out. At each point of completing this step, the person can tick it off and confirm that they knew what to do. 

 

A checklist will also help those people who make accidental errors. With a checklist, they will be reminded which items need to be clearly ticked off so that there’s no room for forgetting. 

 

And then finally, for that last person deliberately getting doing things wrong, this checklist will provide a really great accountability tool. A checklist will require the user to tick off those items and in doing that, the person who is prone to sabotaging the business will then be held accountable for doing each part of that job properly. 

 

A checklist is more than a simple efficiency tool, it will actually help bring everyone onto the same page and guarantee that regardless of the differences between people, the performance of all of your team will maintain high standards every single time.

 

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If this blog has got you thinking about ways to make a difference in your business, please go right ahead and message me. It would be great to hear more about what you do, and the ideas you have for your business moving forward. I’m happy to answer your questions and love nothing more than to lend a helping hand along the way. There are always steps you can take to provide more certainty for your growing team, and sustainability for your business and both of these things always create more freedom for you. Reach out today CONTACT US 🙂

Business management trainer Melbourne based

Hearing Silence From Your Customers? Here’s Why.

Everyone knows great customer experience is at the hub of any successful business. Studies show that 51% of people who have a negative customer experience will never return, but 64% of customers say they will return to a business on the basis of good service over price, any day of the week. It’s important to get your customer service right. But how do you know if you’re going well?

 

If your customers aren’t providing feedback you’ve got no way to measure your performance. You can try to interpret your sales results for hints and clues but the better way to find out how you can improve your customers’ experience with your business is to hear it directly from them, straight from the horse’s mouth. 

 

Business management trainer Melbourne based

“A customer talking about their experience with you is worth ten times that which you write or say about yourself.”
― David J. Greer

The more information you get from your customers, the better you can perform. When you have accurate feedback from your customers you can increase their satisfaction to reduce your churn rate. Many businesses don’t do well at this, so getting it right will put you miles ahead of your competitors.

 

There are three simple steps you can set up to ensure you get feedback which keeps you on the up and up when it comes to providing a fantastic customer experience:

 

1. Earn it! (go over and above)

Why would a customer bother to give your business feedback if they’ve been disappointed by your service? Chances are you won’t hear negative feedback because the typical Australian response is to take these comments away from the business and share them instead with family and friends. Getting that feedback at all can be tough. Set yourself and your team up to earn great feedback by establishing crystal clear customer service processes so that the same excellent service will be delivered every single time. 

 

2. Ask for it! (again and again) 

Once you’ve earned that positive feedback, the next thing that you need to do is ask for it. This is a brave thing to do because if you’re going ahead and ask your customers what they really think about the experience they had with your business, then you may not be pleased with the results. But being brave enough to do that also means finding out exactly what the experience has been, which is the starting point of getting better. Knowing is better than not knowing so be brave enough to ask for feedback.

 

3. Reward it! (show your gratitude)

Go out of your way to reward the customers who have gone out of their way to provide you with feedback, even if their comments were not positive or not flattering. In many ways, this negative feedback is more valuable than any other because gives you insights to learn about the things that are keeping other potential customers away. You can set up rewards in any number of ways which will mean your system could look different from others. You could give out reward points, discounts, loyalty bonuses or even physical thank you gifts. Whatever you do, set up a simple and sustainable process that gets you rewarding any feedback you get. These comments are the gold nuggets of ongoing improvement.

 

Building a good product and marketing it well is the job only half done. Collecting customer feedback is critical to the growth of any business. Providing your customers with the levels of service they expect is important, but the only way to understand what your customers really want is by collecting and analysing their feedback. A lasting commitment to developing a customer-centric culture, followed by a fierce commitment to gathering, analysing, and sharing the feedback across the company plays a vital role in propelling your business forward. 

 

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If this blog has got you thinking about ways to make a difference in your business, please go right ahead and message me. It would be great to hear more about what you do, and the ideas you have for your business moving forward. I’m happy to answer your questions and love nothing more than to lend a helping hand along the way. There are always steps you can take to provide more certainty for your growing team, and sustainability for your business, and both of these things always create more freedom for you. Reach out today CONTACT US 🙂

Business management trainer

How To Manage Your Creative Team

What got you here won’t get you there. The World Economic Forum tells us that creativity is related to nine of the top 10 skills and attributes that are beneficial for business moving forward beyond 2020. The marketplace is changing and so is the pathway to business success. Now more than ever before, business owners need to know how to leverage the assets that only come from the thinkers, the creators, the innovators, and disruptors. 

 

Tapping into their skills, however, may require a different kind of managerial approach than the one you use to guide your more logic-driven team members. Creatives, after all, are artists by design — which means many of them may not respond to the same kind of management that works to motivate more analytical employees. Understanding those differences and how they affect your workforce will make you a more effective manager. 

 

Working with the “right-brained” (more creative) members of your team requires a different approach to that best for “left-brained” (more analytical) employees.

 

Visual Instead Of Words 

When you communicate well means you understand others and they understand you. Knowing how to use the most appropriate methods of communication in any given situation is central to effective leadership. For the creatives in your workplace, it will help to include visual elements in your communication. Typically, creative people are highly visual in the way they engage with the world. Don’t rely exclusively on spoken or written communication. The addition of images, videos, diagrams, charts, graphs, etc. will also help to convey what you mean.

 

Guidelines Instead Of Rules 

Your workplace policies and guidelines should always reflect your unique style as a business leader, as well as the individuality of your business. But when leading creatives, consider bringing loose guidelines instead of tight, strict rules. This comes back to choosing the specific outcome you need, then making the pathway to get there more wide open and free-flowing. Keep the rules as general as possible to give more choices to your creative team members, and to give yourself as much flexibility as possible in enforcing them. This is how you can provide the creative members of your team the wide-open working environment they need to perform at their best. 

 

Check-ins Instead Of Strict Accountability 

Every member of your team deserves the supervision, rewards, and support that come from being held accountable for maintaining high standards, including your right-brained staff. However, the last thing you want to do is frustrate and stifle their flow by micromanaging them. You don’t need to know every minor task that your creatives do. You need to make expectations clear, check in every now for updates, and give them enough space to complete their own work before submitting it to you in the agreed timeframe. This approach crafts more space for your creative team members to work in flow and experiment with new approaches. 

 

As with all of the good things in life, the key is balance. Leadership that manages creative employees well is a leadership that knows where to tweak and alter their expectations, setting clear goals and opening wide open spaces to get there. All good leaders know relationships with their employees won’t be one-size-fits-all. This gives employees everything they need to thrive, including the freedom to do so.

 

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If this blog has got you thinking about ways to make a difference in your business, please go right ahead and message me. It would be great to hear more about what you do, and the ideas you have for your business moving forward. I’m happy to answer your questions and love nothing more than to lend a helping hand along the way. There are always steps you can take to provide more certainty for your growing team, and sustainability for your business, and both of these things always create more freedom for you. Reach out today CONTACT US 🙂