AuthorRich Peterson | SA

Rich Peterson has spent the last 10 years planning, mapping & reimagining the processes of hundreds of SMBs. Whether the goal is more money, more time, more clarity or more customer smiles, the painful process is worth every minute for our successful clients. ----------- I use affiliate links on my website and only recommend what I use, have used or have vetted in the best interest of my readers. I may earn a commission if you click on an affiliate link, but it won’t cost you extra.

Rules for automation

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Automate as many non client facing tasks as possible. Build into your workplace a culture of kaizen, continual improvement and incentive your staff to automate the parts of their job that don’t provide client-facing value. Whether it’s filtering emails, task management automation, automated messaging, helpful notifications or others, create a workplace whether ideas are shared, staff roles evolve...

Paint two pictures

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Paint two pictures. The business x10 with your current systems and the business x10 with different systems choices. There are some insightful tools that a systems adviser uses to help you see your business from different angles and perspectives. Using these tools, they can give you a snapshot of how your whole boat sails today and then plan ahead. By painting the picture of your business with 10x...

Go through the workflow movements to build empathy

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Empathy is the key to deeper insights in an organisation. It’s through spending time “on task” that you start to see your service as your staff & clients see it. Where is the friction? Where does information go from offline to online and back again? Where are the touchpoints where you need humans and what are the repetitive tasks that could be automated? Switch roles for the day so you can...

Don’t mix communication & task channels

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We’ve all been in the situation where someone is speaking in a meeting, sending chat messages or reeling off tasks over the phone. You’re grabbing for a pen, double-tapping to open your notes app or finding anything you can to try and not forget anything. By splitting out your communication into a clear channel, people start to see communication channels for encouragements, company news or urgent...

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