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Establishing Standards and Implementing Systems: Key to Successful Delegation
Importance of Defining Standards in Delegation
Standards are expected and acceptable performance measures that define how a task should be done or a serviceโ provided. They clarify expectations, ensure quality, provide a basis for performance measurement, achieve customer satisfaction, and improve efficiency.
How to Define Standards: Analyze tasks, define Key Performance Indicators (KPIs), involve the team, and document standards in Standard Operating Procedures (SOPs).
Applying Systems: The Path to Replication and Growth
A system is a set of organized procedures and rules aimed at achieving a specific goal efficiently and effectively, allowing processes to be replicated and standardized.
Why Systems are Important: They ensure standardization, repeatability, scalability, easier training, and continuous improvement.
How to Build and Implement Systems: Map processes, identify bottlenecks, design the system, document it in SOPs, train employees, and monitor and improve the system.
The Relationship Between Standards and Systems
Standards define “what” we want to achieve, while systems define “how” we will achieve it. Successful delegation requires both clearโ standards and effective systems.
Formula (Hypothetical): S = f(C, A), where S is Success, C is Criteria, and A is Systems.
Example:
* Standard: All customer inquiries must be answered within 24 hours.
* System: A CRM system with automatic reminders, ready-made templates, and reports to measure response time.
The Role of Technology in Applying Systems
Technology automates processes, improves communication, and provides data for decision-making.
Examples of Technological Tools: CRM, project management software, communication and collaboration tools, marketing automation tools, and property management software.
Practical Examples and Related Experiences
- Ritz-Carlton: Employs strict customer service standards and detailed employee training systems, with all employees trained on “12 Golden Standards.”
- Disney: Invests heavily in employee training at “Disney University.”
- Real Estate Example: A real estate team sets a standard to provide a Comparative Market Analysis (CMA) to all potential clients within 48 hours, using specialized CMA software, ready-made templates, and employee training.
Common Challenges and How to Overcome Them
- Resistance to Change: Involve employees, explain benefits, and provide training and support.
- Lack of Resources: Prioritize tasks, focus on critical processes, and seek cost-effective technological solutions.
- Difficulty in Measurement: Use a variety of metrics such as surveys, customer reviews, and retention rates.
Chapter Summary
- clearโ standardsโ and effective systems are essential for successful delegation.
- The chapter addresses misconceptions about delegation and provides a scientific view on building a high-quality service team.
- customerโ loyalty stems from adherence to high standards, not individual agents.
- Excellent service resultsโ from well-defined standards that should be communicated to the team.
- Systems are roadmaps for consistent application of standards, ensuringโ quality service regardless of the executor.
- Lack of systems and standards limits company growth due to dependence on individuals.
- Companies like Nordstrom, Ritz Carlton, and Disney prioritize customer experience and invest in training employeesโ on service standards.
- Organizing services and setting standards improves customer service by ensuring consistency and quality.
- Successful delegation ensures better, more consistent serviceโ through clear standards and effective systems.
- Investing in systems and team training increases company growth and profits.
- Customers are loyal to standards, not individuals.
- Real estate agents should become leaders and trainers who define standards, design systems, and train the team.
- Real estate companies should adopt a quality-focused organizational culture and invest in employee training.
- Applying systems and standards improves customer experience, satisfaction, and loyalty.
- Delegation based on clear standards and systems enables business expansion and increased sales without affecting service quality.
