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The kinds of systems you create will depend on your industry, but there are some every business needs:

  • Accounting systems. Track cash flow and accounts receivable, pay staff and suppliers, and manage tax obligations.
  • Customer service systems. Develop checklists and protocols for everything from answering the phone, to greeting a new customer, to making a sales call. A complaint-handling process is essential - and a great chance to find out what customers think.
  • Customer management systems. The more you know about customers, the better you can service them, target your most profitable clients and track prospects to assess marketing effectiveness.
  • Delivery systems. If you can’t deliver consistently, your customer is going to go elsewhere. Your staff have to understand your quality standards and how to deliver on them, every time.
  • HR systems. A human resources (HR) system covers everything from recruiting excellent people, to training them, monitoring their performance and providing feedback.



From manager to owner
As a manager, you oversee the systems you’ve created but you also need to step back and develop the business.

Rewrite your business plan with new goals and assumptions. Refine your service proposition, identify your most profitable customers and find better methods to market to them.


Look at the key numbers in your business and find ways to drive them higher. Think about how you can:

  • Generate more leads and convert them into sales
  • Increase the number of sales from each customer
  • Increase the dollar value of each sale
  • Increase margins without losing customers