In my last blog post, I said that in order to really move the needle on profitability, you must focus on two key areas of your business:
- Products (the items or services you sell)
- People (the staff you employ and the people you serve)
Today, I want to hone in on People. It’s been said:
It’s not about what you know but who you know.
That old adage rings true in many situations, including your business. The people you employ and the clients you serve can drive your business and its profitability up, up, up or drag it down to bankruptcy.
I can’t overstate that who you hire to do each job in your company is critical to its success. So, take your time in the hiring process. Learn all you can about each applicant, test their skills and knowledge. But most importantly, figure out if they will be a great fit with the culture of your business and if they have the character traits that match up with your company’s values.
When it comes to how the work is getting done by your staff, look for inefficiencies and seek to eliminate them. (You don’t want work being done twice, after all!) You should be encouraging your team to challenge how things are done and bring solutions for better efficiency. (You might even consider giving bonuses to staff who find better ways to serve your customers.)
Jim Collins, in Good to Great, said:
“…Leaders of companies that go from good to great start not with “where” but with “who.” They start by getting the right people on the bus, the wrong people off the bus, and the right people in the right seats. And they stick with that discipline—first the people, then the direction—no matter how dire the circumstances.”
You have clients who aren’t a good fit; you know you do. When it comes to clients, do an analysis of several indicators to determine if they are the right fit for your company. Look at the “cringe factor” of each client. Do you cringe every time you see their name on the caller ID because you know you’re about to hear bad news? Consider value and loyalty, and whether each client finds value in the services you provide and is loyal to you and your company.
It’s important to realize that the time you spend on the clients who are the wrong fit takes you away from serving the right clients. 20% of your clients will yield 80% of your profits, so it’s really important to filter out the 80% in order to identify the 20%.
If you currently have staff or clients in your business that aren’t the right fit, then it may be time to make some changes to get people in the right seats on the bus. I would love to hear from you about what changes you have made in the People of your business.