operations

Three P's

The Three P’s – Policy, Process, Procedure

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The Three P’s are kind of a big deal here at Red Barn. However, many people don’t quite understand what the difference is between a Policy, a Process, and a Procedure. In fact, many people use the terms interchangeably, and often incorrectly. Regardless of how you use them, it’s important to know that they are a vital part of your Operations. How can you hold yourself and your team accountable if you don’t have everything outlined, documented, and available?

Everything we do at work is governed by the Three P’s. Having unclear, undefined P’s is not so bad if you are a solopreneur, but if you have employees, vendors or contractors, and clients – you need clearly defined and documented P’s for everyone to follow.

So what do the Three P’s stand for?

The policy is the Rules and Standards that your company adheres to.

The process is the What, Who, and When.

The procedure is How and Where.

The Policy

Policies are at the top level of the Operational System. They state the principles by which your business will operate. You should aim to have a written Policy for every one of your business operations.

The Policy defines the RULES within which everyone involved in the activity will operate. It can also define minimum STANDARDS to be delivered. An example of a policy may be that the time clock is required to be used to document working hours – no handwritten time slips will be accepted.

The Process

The Process sits one level down from the Policy. It outlines how the rules and standards set by the Policy will be achieved by listing the tasks to be done, who does them, and when they do them.

The Process is the WHAT, WHO, and WHEN. An example of this would be that all hourly employees (who) are required to use the time clock to document their working hours (what) by punching in and out at the start and end of their shift and lunch breaks (when). Managers (who) are responsible for checking the timeclock log (what) on a daily basis (when) for missed punches.

This isn’t where all the details live. It’s simply just the tasks involved in the process. The process should make sure it covers all the rules and standards defined by the Policy. Not every Process needs to have a Procedure. The Procedure is where the details live, so if you need more information outlined than listed in the Process, spend a little more time documenting the Procedure for each task.

The Procedure

Procedures support the Process by defining exactly how you want each task to be executed.  It lists the step by steps tasks to complete the process. It captures the HOW the task is done and WHERE to find the resources to do the task.

The level of detail to put into your Procedures depends on your level of comfort, who will be doing the task, and any requirements based on your company’s industry and certifications – like manufacturing and ISO certifications require very detailed procedures.

In our example of using the time clock, for the hourly employees, we would detail how to use the timeclock – do they swipe a card or enter a code, what buttons do they need to push to get their punches to register, what is the process if they miss a punch, are their rules on how early or late they can punch in without discipline, etc. You must also outline the tasks for the Managers – how do they check the log, what do they do if an employee is too early or late, how do they record a missed punch, etc. Who do they contact if there are issues with the timeclock?

A Procedure addresses a single task performed by a single person, so it should be relatively succinct, but complete enough that the person doing the task does not need to ask questions.

You will note that the Procedure is strictly the set of steps, and where to find the resources needed to complete the task. There’s no When and there’s no Who because that information is in the Process. The Procedure is designed to be picked up and carried out by anyone assigned to the task.

Spending time documenting your Three P’s will result in improved efficiency, less confusion, and mistakes, and allow you to delegate tasks or onboard new employees faster. Overall, better operations mean happier customers.

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From Employee to Consultant – the Transition

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There is so much damn talent in the Boomer pool.  As part of that generation, I’m continually fascinated by the number of us who have zero interest in really retiring.  Sure, most want to get out of the structure and politics of Corporate USA, but they aren’t ready to drive a golf cart around the Villages in Florida yet – they want to share their brain power and get paid for it.

Many execs I talk to are fascinated with the prospect of becoming a business coach or a consultant specific to their field of expertise – be it operations, leadership, sales or marketing.  Some get even more granular and are industry specific such as finance, manufacturing or insurance.  They want the flexibility, they want to choose who they work with, and they want to feel like they have purpose – that they are creating a legacy.

The roadblock happens when they actually have to launch a business and market themselves.  Most stop at this point and determine it’s not worth the effort – they become overwhelmed and either stick with their job for another 10 years or head to Boca and become snowbirds.

It’s not that difficult to make the transition. It’s a process. 

  • The key is to flesh out your biz idea while at your current job. Let’s actually find out what your target client profile is, what you will charge, what your capacity is, and hell – let’s land a few clients.  In other words – let’s try it before you commit.
  • In the consulting world – you don’t NEED a ton of clients to make 6 figures. You just need the right ones.  (see the first bullet)
  • You do need to be a biz owner – so you have to set up an LLC, get insurance, hire an accountant and an attorney, manage the books and pay taxes – oh and find damn health insurance which is often a big expense. If you can ride the health insurance coattails of a spouse or partner – that’s a win!
  • You do need to market yourself and be a salesperson. This is the part where most execs melt down – but deep breath, this isn’t all that difficult.  No need for a 5 figure website and fancy branding package to start – let’s first see if you like it.  Next, we start with your current network – there is a ton of low hanging fruit to tap into for your first clients.   Once you’ve decided to go forward, setting up a simple website and building out content, nurturing your pipeline and clients will be important.  That’s Phase 2 and you can always outsource that part – marketing is a revenue generator not an expense.

I’ve coached countless people through this process with grand results. Plus, I’m one of “those” – I left my corporate job to become a biz coach and marketing consultant/implementor.  In other words – I’ve been in your shoes.

If you aren’t ready to retire – don’t.  Consider the consultant gig – it’s beyond rewarding on so many levels.  Legacy type rewarding – you are literally will change lives and make a great living doing it…on your terms since YOU are the CEO.

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MK’s Cake Theory

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I always learn something from my clients – always!  That’s what makes my role as CEO at the Red Barn so fascinating and well, fun!

One such client is Mary Katherine (MK)  Moore, Director of Marketing at NeuGroup.  She is a quintessential southern, fierce red-head with some great stories and tons of great analogies.  MK is a firm believer in do what you do best and stop wasting time on what aren’t your superpowers.  I call it her Cake Theory.

As MK tells it.

I’m a great baker.  I know the process for making a fabulous cake. The perfect texture in the crumb, delightful filling, and frosting that doesn’t mask the taste of the cake but compliments it.  I also have all the right tools – Kitchen-Aid mixer, scale, measuring gadgets and of course an oven that doesn’t burn everything that’s put in it.  Oh – and add in some fabulous cool aprons  – because you have to, of course, look the part.  I also ALWAYS have the perfect ingredients on hand at all times so when the urge hits me to whip up a cake – boom, I can do it and have that baby in the oven in 20  minutes.  Depending on the recipe and the size of the pans (of which I have every which one you can imagine) my cake is out of the oven and cooling in 25-60 minutes on the perfect cooling racks.  45 minutes later it’s ready to frost.  Of course, it’s displayed on a delightful vintage cake stand that every southern grandmother would be proud to put on her linen covered porch table, with a pitcher of sweet tea on the side.

The result – no stress, a perfect cake, and super happy guests who have been invited over for afternoon tea and cake.  BOOM!

Now – ask a non-baker to do the same task.  No tools, no ingredients on hand, and hell no on the knowledge that you need to alternate the flour mixture (sifted not once but two or three times) with the milk, and that you need to beat it just the right amount – not too long, but not too short to get the perfect cake.

The result – STRESS, hot mess, bad cake, unhappy guests, and super unhappy baker.

Now equate this to business.  When you ask someone to go WAY OUTSIDE not only their comfort zone but their skill zone you will indeed get the unskilled baker’s barely edible fallen cake – one like you would see on a Pinterest FAIL list versus MK’s fabulous coconut cake with 7 minute frosting that would win a blue ribbon at any county fair.

Moral of the story:  Do what you do best, outsource the rest.  No one is GREAT at everything, but we are all great at something.  Stop wasting time, money, and energy trying to be something you are not.

Be like MK, be a blue ribbon winner not a Pinterest Cake Fail.

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It’s all about the Ops…the Ops

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“Help – I’m getting eaten alive by my competitors. I need a marketing intervention ASAP.” I’ve gotten this call, chatted with this person – more than once. When I first started out in the entrepreneurial world – I only offered marketing. Strategy, Traditional print support, that transformed into more digital work – but you know – Marketing “Stuff”. I quickly learned that if Sales and Marketing aren’t communicating or playing nicely in the sandbox together that my marketing will be less effective. So, we added in Sales training and support into the mix. We look at sales goals and capacity to ensure that our marketing endeavors are a cohesive match made in heaven.

But THEN…. I learned. I can have a kick ass marketing strategy and a rock star sales team BUT if there is no process to get the stuff out the door, or the supply chain is running a muck OR the servicing of the client is God awful – then Houston, we have a problem. You got it, all my fabulous marketing and sales guru stuff doesn’t matter because we have unhappy clients. Unhappy clients tell a whole lot of people how they feel.

So – we now start from the beginning. We focus on the operations, the leadership and the culture. Who are the people, what is the process and what is the capacity for growth and scale?

You see it really is about the ops – the operations of the business. The times my Spidey Senses said – “Cindy, this is an ops issue not a marketing/sales issue” yet the client was hell bent on the fact that they had rock solid ops, employees, blah blah blah – it failed. Every Single Time – my marketing and sales strategy failed. Why – because of everything I said above.

You must have a strong foundation before you can grow – or you will topple over. What if the pyramids were upside down? That’s a Jenga nightmare waiting to happen.

Here is how we do it – and you can surely do this yourself, but my guess is adult supervision is needed. (another thing I learned – business owners need to bring in experts to get S**t done sometimes)

1. SWOT of your business. What’s working, what isn’t.
2. Leadership – Do you even have good leadership?
3. Team – are they happy? Are they productive? Are they efficient?
4. Customer Journey and Experience – do you have happy customers? How do you “touch them” along the way?
5. Marketing – what is your “Why” – who the hell are you in the world? What is your story?
6. How will you tell your story – and how much money do you have to do it?
7. Who the heck is selling – every company has to sell something, I don’t care who you are.
8. Who is pulling it all together – who is running the ship, managing the process? PS – often the dude or dudette at the top isn’t the one. They are visionaries, not project managers.
9. How are you tracking successes and failures?

9 Steps – and trust me – you don’t want to skip any of them. Not my first rodeo, I’ve fallen off that bull just a few times and I’ve learned a few things along the way!

If you need that adult supervision –send us an email, send up a smoke signal or hey – pick up the phone and call us.

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How Your New Marketing Campaign Could Create Business Chaos (And How To Avoid It)

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When it comes to marketing, you don’t want to be a victim of your own success. Done well, marketing can create incredible results — Getting your products, and services in front of a new audience, putting your brand front and center, and generating lots of new business.

That could be a disaster.

Let’s back up a bit…

You see, marketing affects every part of your business — If they’re not ready to handle an influx of new customers and the demand that brings, it can create big problems that damage your brand and reputation. As responsible marketers (and, frankly, lovely people), we want to make sure that doesn’t happen.

So, here’s how to look at all the “operational” bits of your business to make sure they can channel the torrent of new customers!

Your website, eCommerce store, or online presence. Make sure your website can handle the load. You’ll want to double-check response times, even when there’s lots of people on the website. Ensure all your calls to action are super clear, track how your visitors are using your site, and make tweaks and updates to make the sales and conversion funnel easier.

Your sales and onboarding process. Talk to your sales teams, sales call center, and onboarding operations. Make sure everyone knows what’s coming and that you have enough technical capacity and the right number of staff to handle all your calls.

Ensure all your sales staff are properly trained and know all of the processes, incentives, and other information they need to close sales. Find out if your sales department needs more resources. The aim is to deal with all your customers quickly, efficiently, and well, and ensure they don’t have to wait too long on the phone. Because hold music sucks.

Your logistics and distribution[/x_custom_headline][cs_text]If you need to ship products to wholesalers, retailers, or customers, make sure you’ve got the right logistics and distribution in place. Ensure you can pack up and dispatch your products quickly, so there are no delays or problems getting them delivered.

Your customer service area. When you get more sales, you also get more customer service requests. Ensure your customer support center is properly staffed and that you can handle and resolve customer issues quickly. If you’re marketing new products or services, ensure all of your support staff are properly trained on their use and possible problems.

Your software and business processes. Make sure you’ve got good communications and collaboration tools in place across your business. Your teams need to be able to talk to each other efficiently, track customers and actions, and ultimately provide a high level of service to everyone.

That goes for the software, systems, and processes your business relies on. If possible, stress test workflows, handoffs, and other possible bottlenecks so you can identify and resolve issues before they become a big problem.

All of this might seem like a lot of work, just because you’re launching a new marketing campaign, but if it does as well as you hope, you’ll be extremely happy you’ve got the right resources, training, and support in place to create super-happy customers.

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10 Habits of Hyper-Productive People

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I\’m Jenn (that\’s not me in the picture). I’m known at the Red Barn as the Ops Beast – and I didn’t get that name by procrastinating. I take pride in being efficient and quick while still maintaining the level of quality needed to do my job. Don’t get me wrong – I’m not perfect – but I’ve learned where I excel and how I like to work.
I’m sure you’ve seen articles before in your social media travels on habits of hyper-productive people – it’s a list of must-do’s to follow in order to conquer the world, your to-do list, and your inbox all before lunch. But let’s be honest – how many people follow all those guidelines – and I don’t know about you, but I’m NOT getting up at 4am.

So, lucky for you, I’ve created a condensed list, with my two cents of course…

Common must-do’s in order to increase your productivity.

Work backwards – no really, it works. If your end goal is to create a presentation for the Board, break down the timeline and task list into smaller, manageable subtasks with specific dates that will allow you to get the project done on time. You won’t feel so overwhelmed and you’ll be able to cross the subtasks off your list making you feel more accomplished!

Prioritize Your To Do List – Handle your most pressing issues first. I know it’s easy to get pulled into helping others or taking care of something that’s easy to knock off the list, but handling the Must Do’s first, will help ease stress and eliminate a last minute panic to meet a deadline.

Take a break – as often as you need to. I know this seems counterproductive, but your brain will thank you. Struggling to get through something that your brain just doesn’t want to do is basically torture. Take a break, get up and move around, and let your brain reset and refocus. You are bound to make less mistakes and use less time and energy in the long run.

Manage your energy – Your energy is just as important, if not more important than your time. If something on your to-do list requires a lot of energy and focus – do it when your brain and body are at its peak. For some this is first thing in the morning (like Cindy), for others it might be later in the day. This also works well for creative types – if you aren’t creative in the afternoon, don’t leave those types of tasks for when you don’t have any creative juices left in the tank.

Stop obsessing over email – if your inbox is flooded with emails every few minutes, stop checking it constantly. Set up a rule on how often you will check it. We think of email as a tool, but it can be ridiculously distracting. A good rule of thumb, if you can’t explain something in a few sentences or it will take multiple emails – just pick up the phone instead.

Stay healthy – Get enough sleep, exercise, and proper nutrition. This one is HUGE for me. I make sure I get at least 7 hours of sleep, eat fairly well, and have a set schedule of when I go to the gym. Unless it’s an emergency, I don’t compromise on these. They keep me sane and energized so I can embrace the Beast within!

Say No and Learn to delegate – These are NOT my strong suits – so I commiserate with you. It’s a process but learn to say NO if you simply don’t have the time to help others or take on additional tasks. Also, learn to delegate when possible. It’s hard to give up control, but if you don’t, you’ll burn yourself out.

Stop multi-tasking – trust me on this one. You are way more productive focusing on just one task at a time vs three. The time it takes you to bounce back and forth between multiple projects, is time that could have been used towards completing just one of them. Your brain needs to refocus and adjust each time you switch gears – plus it leaves you open to making more mistakes.

Plan for tomorrow– before you leave for the day, update your To Do List and regroup on what you need to accomplish tomorrow. When you get to the office tomorrow – you can get right down to work and crossing things off the To-Do list.

Create your own system – What might work well for me, may be a disaster for you. And that’s OK! It’s about progress, not perfection. Try making a few small changes each week and see how they affect your productivity. Remember, it takes at least 21 days to create a habit, so don’t throw in the towel after 21 minutes.

You’ve made it through the list, hopefully you’ve picked up a few tips and tricks and are ready to start down the road to a more productive YOU! I’d love to hear some feedback on what works, what doesn’t, and any additional tips you might have. Now get into Beast mode and start tackling that To-Do list!

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