Many businesses have been prioritizing the development of their teams, focusing on people development to ensure that individuals are not only trained to perform their tasks effectively but also equipped with leadership skills and the right personalities for their roles. They seek individuals with positive attitudes and strong interpersonal skills, knowing that these traits enhance the client experience when engaging with team members who embody them. And indeed, they are correct. These qualities greatly benefit those working within an organization.
Organizations work hard to create the right culture for their teams. They do this because they know that employees who are satisfied with their work environment will ultimately be more productive*. (*NOTE: The asterisk means productivity is relative. Meaning, how productive can your teams be if they are using processes that haven't been evaluated in the past year or more?)
However, amidst this emphasis on people development, businesses sometimes overlook the crucial role of internal processes in fostering these desirable traits in their employees. What does this mean? Consider this scenario: an organization may have a team of talented individuals, but outdated or inefficient processes within the organization hinder their ability to deliver the best customer experience. Despite their efforts, internal hurdles make their tasks more challenging.
I've conducted various exercises with different businesses, mapping out their internal processes and identifying strengths and weaknesses. It's remarkable how often significant time delays occur due to inefficiencies or outdated practices that haven't been reevaluated in light of technological advancements or changing demands. There's often a lack of assessment regarding the time demands placed on employees within these processes or the satisfaction levels of clients who navigate them. For instance, during client onboarding, is the process effective? Is there feedback from customers who interact with new staff?
When these processes remain unexamined, organizations risk hindering the success of their people, despite their focus on development. The key to unlocking the potential of their teams lies in optimizing internal processes. Therefore, I encourage organizations, especially those prioritizing their people, to revisit their internal processes. By doing so, they empower their teams to shine and deliver exceptional experiences to clients. When all elements align, remarkable outcomes can be achieved.
It's never too late to ensure that the goals of your organization are aligned with your process and that this process is being implemented effectively. Push your business to rise above the ordinary.
If you have any further questions or would like to discuss this topic further, feel free to reach out to me at email@example.com.
My name is Adam Russo, and like many business owners, my journey started with the passion I had for my work.