August 20, 2008

Basic Systems Can Make Your Business Swim Like An Olympian

Written by

John Trosko Los Angeles Professional Organizer

What makes a business work?

My professional organizing colleague Lorie Marrero and I were emailing back and forth today about businesses that run smoothly and businesses that run amock.

Today, I brought my Mercedes ML320 to the dealer in Beverly Hills to run some diagnostic work. You can see a picture of my car above right, along with my new nifty *vanity* license plates that were a gift three weeks ago.

Since my problem wasn't requiring an appointment (or so I thought) I talked to a service tech on the phone and he said to just bring the car down. Computer diagnostics are best handled by the dealer and not your local neighborhood mechanic, so I was worried. This was my first experience with the dealership (new car for me). Well oh my gosh, what a sight—I pulled up to the service center at the dealer and that location was like a well-run factory, with gleaming white floors, music, palm trees and kind courteous employees everywhere, including the hurried customers. All those Beverly Hills housewives getting their oil changed demand all this attention I guess. Well, heck, I appreciate all this attention!

Because this was my first time I was so surprised on how fast I got in and got out. How the service tech got my name on the second time, along with the way I like it pronounced. I was able to rent a car on the spot without having to leave the building. The service department is so big, they have their own Enterprise Rent A Car on site, in their own spacious glass office, with SIX people behind the counter renting out cars. I think I am in the wrong business!

Well, I just wish every business ran like this. I know modern adult life is about finding value and the cost of that value. And this got me thinking. What make a business work? What makes a business swim like an Olympian? Here's what Lorie had to say in her e-mail this afternoon:

"Don’t you love seeing a thing of beauty in motion? A well-running business with real systems is getting more rare all the time. It really frustrates me when I go into many businesses and in about 5 minutes I can see about 10 things they could improve easily with basic systems."

So, what makes a place of business a place you'd want to do business with? And do you pay more for convenience, professionalism and knowledge?

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Comments

9 responses to “Basic Systems Can Make Your Business Swim Like An Olympian”

August 20, 2008

Wendy

Love the vanity plates, they are sooo cool and sooo you!!

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August 20, 2008

Jeri Dansky

This post reminds me of my dentist’s office. Yes, he’s a darn good dentist. But I’m also impressed with how every aspect of the office matters to him and his staff – how they sweat the details, and keep trying to make an excellently-run office get even better.
And I definitely will pay more for expertise and customer service. Example: When I first hired my contractor 20 years ago, his was the highest of the three bids I got – but he was the only one I felt comfortable trusting my house to. And I’ve been richly rewarded for that decision; while other people have contractor horror stories, I’ve had nothing but good experiences.

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August 20, 2008

Monica Ricci

John, I have a mountain house. You have a Mercedes. I think we’re even. 🙂
~Monica

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August 20, 2008

Julie Bestry

But we shouldn’t HAVE to pay more for professionalism, knowledge and convenience. It should be the default for any business!
So no, generally I won’t pay more for those attributes, but I won’t do business with any company that doesn’t have them. The mechanics and service manager at Express Oil Change here in Chattanooga have earned my business for 10+ years (for my elderly car). They find me bargain options on parts and even call me the day after any repairs to make sure I’m happy. They ask questions about my family and my business, refer clients to me and even drive me home and pick me up if I’d rather leave my car than wait around…and they’re clean and polite.
And oh, their prices are moderate, sometimes among the lowest in the market. It’s a franchise, but the regional owner demands (and inspires) the high level of quality.

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August 21, 2008

Joanna

Great vanity plates…that was the first thing I slapped on my car (IORGNIZ), even before my magnet signs!
Regarding what makes a place of business somewhere I WANT to do business with…First off, and this is soooo sad to say.. I want them to be happy to see me! Happy to be doing business with and FOR me, and be appreciative of my business. I can’t tell you how many businesses I’ve encountered where they actually have the attitude that they are doing ME a favor by offering their services and they are often surly about it. What is that about? Quite honestly..there is a lot of prejudice against foreign (not native to U.S…have to make that distinction) people who have set up shop here but they are the most thankful for you coming in and let you know it (at least here in central U.S.) Secondly, when they take a real interest in you and make an effort to learn your name (like you mentioned John). I do business with a local dry cleaner who doesn’t necessarily do the best work initially but the counter girls know my name, call me Ms. Braxton with the utmost professionalism and are quick to have garments that aren’t perfect, re-pressed or cleaned BEFORE I even see them.

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August 21, 2008

Margaret Lukens

Recently a business owner asked me for my honest feedback about her product and service. My experience had not been perfect, and I was able to explain to her what didn’t work for me. She really appreciated the information, and together we brainstormed some alternatives. Now I won’t hesitate to buy from her again. She really wanted it to be right for me.

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August 24, 2008

Kim Oser

Good customer service (and a reliable product) creates loyalty. When I find a product or service supported by good customer service, it is hard for someone else to get me to change.
My car dealership has got the right idea too. Sell you a good product, treat you well and keep you for life. The dealership and the service center are about one mile from one another. They greet you as you pull up under an awning (in case it is raining or snowing), take your keys and guide you to the service tech. Their waiting room includes a large screen tv, a play room for kids including video games, six PCs and telephones set up on desks for customer use, complimentary coffee bar, a separate quiet waiting area and the whole facility is wi-fi. Enabling me to be productive while waiting. They too have on-site car rental to pick-up a loaner car. When your car is done, they give you a coupon for a complimentary car wash at the dealer. Most of the folks behind the counter have been there since I bought my car 4 years ago(shows they treat their employees and their customers well). In addition to making me feel comfortable while the work is being completed, I love that the folks behind the counter take a genuine interest in me. They are honest (at least I believe they are). They tell me which of the recommended services are truly necessary or are just extras, likely savings me hundreds or thousands. They have truly created a system that works.
I am sure that their system evolved over time. Clearly by having owners concerned with asking for feedback, listening to their customers and keeping current you can create a system that makes the client know they are important and appreciated. Gotta run and create a new feedback form to discuss with clients at the end of a session. 😉
P.S. Love your new car and tags. Congrats, be safe and enjoy! My dealership is Fitzgerald Toyota in suburban Maryland. Not quite a Benz in LA but I love my car and dealership!

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August 29, 2008

Brandie Kajino

Nice wheels, my friend. 🙂 I, too, love a well run business. Nothing is more frustrating that jaw-droppingly bad (yes, I made that up) customer service. Nice to see you had some great service! It’s a compliment to their product and their brand. 😉
Hope you’re taking a nice drive on that gorgeous CA beach this weekend!

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December 22, 2011

Jessica Waters

First off, I have to say I am envious of your Mercedes, although I do not think it would be an appropriate car for a hilltop location in Southern Vermont. 😉
Second, how does one mis-pronounce “Trosko”? (or maybe I have been mis-pronouncing it all along!)
Great blog post, John, I would like to add that one way people can have a more smoothly running business is to do something as simple as listen to their employees!
I recently heard a story about a former manager who now has a menial position at a company because he is retired, but when he first arrived at the company, he was able to see ways that the existing systems could be streamlined.
Any time he approached his boss (three times over the course of three years!) with a nifty Excel spreadsheet he had generated to demonstrate how they could easily be saving time and money with some simple tweaks, they refused to even look at the chart!
This to me is a prime example of how NOT to run a business and as such, this company has stayed small and regional, rather than grown to its capacity. (not to mention the disgruntled employees!)
I would definitely pay more for better service. God is in the details for sure!

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