When your customers ring your business, do they always get the same professional greeting? Does the call always get answered promptly and the customer go away feeling positive about their experience with your staff?

Writing a call script and making sure the person answering the phone has had the correct training can make a big difference to the way your customers feel.

Looking for new customers is important but looking after the customers you have already invested in is CRUCIAL.

Make sure that you think about how to make sure every contact with your firm is a positive one and start to write a procedure for it.

Do you find that some months your work goes really well and all the 'i's are dotted, all the 't's are crossed.  Then other months holidays or sicknesses mean that work is rushed with some tasks not even getting done?

If you start to develop checklists for the work which MUST be carried out each month it will have two benefits - nothing will be missed AND your work will become more consistent meaning that your customers know what to expect.

Making sure you can produce the same results week after week and month after month is important to growing a business and your reputation.

Do you feel that your work gets done, and done well but the process seems to leave you and your team stressed out all the time?

Writing a procedure manual or a basic set of notes and checklists will help you and your team move away from having to remember everything in their head.

For a lot of us the work shouldn't be stressful, we do it month in and month out but with no systems in place we may find we are having to remember every detail which means we get stressed and tired. 

Our business has recently built on our existing systems in the hope that we can stop having to remember each little quirk for each client.  Having a more detailed set of instructions for each client will hopefully mean we have more time for learning about new clients and new techniques as our brains will be a little less tired!