(an excerpt from Chapter 6 in Becoming an OBM)
In a nutshell the name of the game is simple:
Is there a better way to do this?
This isn’t just a one-time thing; it is something that you will always be doing as an OBM. In fact, you may want to commit to reviewing your entire Standard Operating Procedures guide at least once a year – we call this a Better Way Audit. There are always new online systems and tools that may make it possible to automate something you’re doing manually. Ask yourself (as well as your “front line” team members), “Is there a better way to do this?”
It is also really important to plan for continued business growth and to act as though your client is a big company (even if they aren’t yet).
If you look for systems that have varying packages and options that can grow with the business, this can save you the stress of having to switch systems down the road. As an example, in order to help one of my clients look more professional, we signed up for a toll-free phone number. The toll-free service provider offers lots of bells and whistles. Right now we’re using the simplest option; however everything is ready to go for when my client needs to add additional extensions or other options.
Automating is one of my favorite things about working online. Anything that will take a task off my plate is ideal in my mind.