Yes, you do have a process for that

Yes, you do have a process for that

When I work with clients on pretty much any issue, a question commonly asked is "What is your process for doing X?" (For example, "What's your process for onboarding new members?")

Very often my client will respond "We don't have a process for that." But that answer is, more often, technically incorrect.

While the association may not have a formal or documented process, they very likely do have a process for it. They may even have several different processes for it, depending on which staff person is doing it. And that's where the problem lies.

Whether you know it or not, you have a process (or several) for most things you do. And the problem is, if you haven't formalized the process, by definition, different staff will execute the process in different ways. And of course, different processes will lead to different customer experiences, different data collected, and very likely poor outcomes.

So no matter what the process is, you need to have it formalized, standardized, and (ideally) documented. Because if it's not, it's not being done consistently, which will lead to all kinds of problems downstream.

Wes's Wednesday Wisdom Archives

Documenting Process is Critical

February 22, 2019

When it comes to managing data successfully, process is critical. For example, a client of …

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Motion vs. Action

February 14, 2019

In James Clear’s book Atomic Habits (I recommend it!), he discusses the concept of motion vs. action. …

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Are You Answering Your Calls?

February 7, 2019

I’ve written about this before, but apparently I have to keep repeating it. If you’ve …

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Who do you trust?

January 31, 2019

Who Do You Trust I was reading an article recently about Warren Buffet’s “rules” for …

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Set benchmarks to measure progress

January 24, 2019

It’s impossible to measure progress if you don’t know your starting point. This sounds axiomatic, …

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You’ll make incorrect decisions. Acknowledge them and fix it.

January 17, 2019

A client of mine recently wrote the following to me: “It’s so hard to set …

You’ll make incorrect decisions. Acknowledge them and fix it. Read More »

"Experience is unobservable to everyone except the person who it happens to."

January 10, 2019

In Dan Gilbert’s book Stumbling on Happiness, he writes: “Experience is unobservable to everyone except …

"Experience is unobservable to everyone except the person who it happens to." Read More »

Know Your Audience Before You Speak

December 20, 2018

This one may seem obvious, but when you’re speaking to anyone, whether it’s one person, …

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"Behavior is a function of the person in their environment."

December 13, 2018

Lewin’s equation says “behavior is a function of the person in their environment.” (He was …

"Behavior is a function of the person in their environment." Read More »

Signal-to-noise ratio

December 5, 2018

Signal-to-noise ratio Signal-to-noise ratio, formally used, applies to electricity and engineering, and refers to how …

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