Tightening Up on Operations!
During #COVID, you have the perfect opportunity to revisit your business operations and optimize prior to re-opening. The key to streamlining operations is to implement simple processes that your team can easily repeat!
Operation manuals will help ensure that your business operates methodically, remains compliant, and provides a consistent customer experience for your clients. Manuals likely in need of some 𝑟𝑒𝑗𝑢𝑣𝑒𝑛𝑎𝑡𝑖𝑜𝑛 include:
Employee HR Manual
This is an orientation to your overall business philosophy. You should include your Mission, Vision, and Core Values as well as information about your culture and brand. Of course this manual should include policies regarding time off, annual reviews, benefits, corrective action, etc. However, challenge yourself to make this a wholistic intro to your organization and not just your policies.
Your protocol manual should detail how to complete every service including pre/post rituals, retail recommendations, and follow up strategies. I like to house all the contraindication info, pre/post procedure instructions, consents, and adverse reaction advice here as well.
Front Desk Manual
The front desk manual should be an ever-evolving bible of best client experience tactics, scripts, how-to’s, and training items. Dust this off at least quarterly for updates and team-training!
Representing your organization’s largest body of work, this manual includes all the daily, weekly, monthly, quarterly, and annual processes completed to make the business buzz. Each process and procedure should be spelled out in such detail that another employee could take over seamlessly. This should be revised regularly and used as a cross-training tool for vacations and extended absences.
Clearly defining and documenting all systems is the most direct path toward building an efficient business. Take a critical eye on what needs revision, addition, or systemization. While this process is arduous, you will ultimately reap the benefits with higher profits.