Are Missing Systems Creating Friction in Your Business?
So much of the client work done in small businesses is done without a system for tracking it, or with disjointed tracking done on notepads, sticky notes, and digital notepads.
I recently realized how much this disjointed tracking can lead to friction in the workplace–and not in the way you’re probably thinking.
Yes, having to-dos written in multiple places is a very disorganized way to work. But beyond that, this method doesn’t provide a cohesive system to visualize, manage, quantify, or contextualize all the work that’s done. That may not seem like a big deal, but allow me to elaborate.
First, I want to clarify that the core system for managing client work in a service-based business is typically Client Relationship Management (CRM) software, and maybe also Project Management (PM) software. And on top of one or both of those, you also have to have strong processes that include details about how the software should be used.
Also, some necessary context: my realization came while working with a former client who does not have CRM or PM software. With that context in mind, let’s get back to the story.
During a Habit Story debrief with the client’s team, one team member mentioned to us that they’re unhappy in their role because they’re primarily doing “administrative and clerical work” for the company, when their role is supposed to be focused on sales and account management.
The irony of their comment is that they are doing sales and account management activities all day long. But they’re not tracking their activities anywhere that provides perspective on the work for them or the owner.
The saying "seeing is believing" applies here, and the lack of tracking means the context and magnitude of the team member's work aren't visible to anyone. Without this visibility, they feel like they’re just pushing digital and physical paper around all day long.
The reality is that without this team member’s efforts, their company wouldn’t have sold any new client projects or moved existing projects forward.
But this team member ends each day feeling like they only did a bunch of clerical work because the accounts and projects are being managed in their head and from a notepad–that no one else can see.
I had this same problem as an employee, and it was a driving force in starting For the Love of Systems. This is a common issue in small businesses, and many don't realize it's even an issue. We're on a mission to change that!
The real problem is that team members' efforts start to feel meaningless when they go unacknowledged, even if the work they’re doing is vital work.
Beyond disgruntled team members, these missing systems can create other problems, such as:
Inability to collaborate without constant meetings, emails, and chat messages
Inability to clearly see the value your team members are bringing to your business
Inability to understand the true scale of your operations
These issues can run deep, and they’re often “death by a thousand cuts”-type of problems. When they eventually pile up, they make you and your team feel so much friction that burnout ensues.
Given this insight, is there anything you can change about how and where you’re managing work in your business?