You want to create processes for every function in your firm. This means starting with the script that the receptionist says when she answers the phone and transfers the calls. You want this person to have an attitude where they are happy to be alive when they answer your phone. They are the first point of contact for people calling your firm so you want to create a great first impression with the ‘right’ person answering the phone. You will want to create or update a job description for every position that includes all the responsibilities of that position so the person doing it knows exactly what they are responsible for and by what their performance will be measured.
Every position in your firm should have a procedures manual at their desk. One benefit is that they don’t have to ever ask you how to do something since it is in the manual. You don’t have to tell them a second or third time because it is in the manual. When someone is out sick or on vacation and someone else needs to know how to do something that person is responsible for, it is in the manual. If you have to terminate someone, the learning curve is greatly reduced because you have a manual for that position. Someone new that may start might see a better way to get something done when it is documented. If you do a certain process only a few times a month, a quarter, or a year, it is all documented so you don’t have to waste time trying to remember how to do it. It may take a little while to create the proper procedures, but it is so worth it in the long run.
Anne M. Bachrach is known as The Accountability Coach™. She has 23 years of experience training and coaching. The objective is to work less, make more money, and have a more balanced life. Anne is the author of the book, Excuses Don’t Count; Results Rule!, and Live Life with No Regrets; How the Choices We Make Impact Our Lives. Go to http://www.accountabilitycoach.com/landing/ and get 3 FREE gifts including a special report on 10 Power Tips for Getting Focused, Organized, and Achieving Your Goals Now. Join the FREE Silver Inner Circle Membership today and receive 10% off on all products and services, in addition to having access to assessments and resources to help you achieve your goals so you can experience a more balanced and successful life (http://www.accountabilitycoach.com/coaching-store/inner-circle-store/).
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