Your Business is Only as Strong as Your Weakest Team Member!

     In today's rapidly moving business world, the old adage, "strength in numbers," does not necessarily apply. Contemporarily, the opposite is true. Strength in QUALITY, not numbers should be a focus for entrepreneurs. The most successful businesses today have an emphasis on team-building, an instilled belief in a company motto or moral code, and a shared focus for success. Accountability to one another from a CEO on down to sales staff is critical for a happy workplace. From a happy workplace stems happy employees, and from happy employees stems happy clientele.
     We have all seen shows like Undercover Boss, etc. This lightly touches on the issue I am speaking about here. Most of those shows highlight a big Fortune 500 company. These companies have vast overarching policies regarding demeanor, etiquette, dress, etc. These "morals" or "company standards" get lost in the sheer myriad of employees within a given company. I am not emphasizing that these companies do not hold their standards high and expect great things from their staff, however, by sheer magnitude, it can get lost in translation with a bigger focus on product volume. However, there are some large companies that do emphasize quality over quantity. Ask any Google employee what I am talking about, or Hari Mari. Think of this; when was the last time you went to a major fast food chain, department, or superstore and were floored by the customer service or products? Answer with RARE exception? Hardly ever. There are ways that these companies can better instill these things in their employees if quality was a priority over quantity. My advice? Revamp an orientation program to focus on five star service. Focus on pointed company beliefs/standards heavily to instill them in your staff. If they do not buy into what you are doing or the quality you are providing, neither will your customers.
     Smaller businesses live or die by quality. These entrepreneurs have a few, if any, employees. If they don't nail an exchange, sale, or experience from a new or prospective client, they are toast. Small businesses primarily rely on repeat customers. They work hard to build relationships with people in all aspects. I have seen this in sales, marketing, restaurants and bars, etc. Everyone know a "regular" when they stroll in or call. This is the lifeblood for small business. Happy clientele equals returning revenue (or the ever important REFERRAL!). Side story, I absolutely love my dentist. I grew up thinking dentists were the spawn of Satan only to be placed on earth to torture humankind. My dentist's office today has a very small staff of highly trained people who make me feel wanted, special, and well taken care of. The doctor himself heavily invested in community, training, hospitality, and quality before opening his practice. Initially it was expensive, but it has paid tenfold in itself as he has more referrals than his office can handle. They have patients on a waiting list trying to get in! Each employee he has believes in what his office represents and that the care they give is the best in the city. Go to the best restaurant in your city and you will probably find the same thing; a line waiting out the door or no way to get in without reservations for weeks. I guarantee you it is not for the burger alone, it is the experience and the TRAINED staff/team that is taking care of your night out.
     My point is this; investing in your business beliefs, expectations, training, and the human factor will pay dividends. Whether you open a small dry cleaners office down the street, or the next Google, the initial time and sweat equity of creating a happy team around you will be more than worthwhile. Bring focus to a well-founded orientation or HR program for new hires. Have a rotating refresher for your staff every year. These simple things will pay off exponentially. Not just morally, but fiscally as well. More and more, these two seemingly separate entities are weaving themselves together in our business world today. Believe that people are important (customers AND employees), and all will fall into place. Remember, your business is only as strong as your weakest team member!