1. Automate Processes Whenever Possible
Your first step to creating an online business is to automate and systematize the parts that will make your business efficient. When deciding which tasks to automate and systematize, a good rule of thumb is to distinguish between growth tasks and repetitive tasks. If it’s a recurring task, find a way to automate it. If it can’t be automated, create a system for it.
Automation shouldn’t be an issue for most of your tasks. Typically, repetitive tasks take up 80% of your tasks, while growth tasks take up the remaining 20%. It’s worth noting that marketing is one of the most popular roles for automation. More companies are expected to use marketing automation tools in the coming years. In fact, spending on marketing automation tools is skyrocketing and is expected to reach $25.1 billion per year by 2023, a sharp jump from $11.4 billion in 2017.
If you’re interested in exploring marketing automation tools, check out HubSpot, Marketo, and Pardot. There are many other tools in this sector that are also a bit more niche, such as email marketing tools. A few good options to try are ActiveCampaign, GetResponse, and Mailchimp.
Speaking of trials and process optimization, if you want a fully supportive, all-in-one Web site management system, take advantage of the 14-day trial. It’s free and no credit card is required, so you have nothing to lose.
One last category is worth mentioning here. Using project management tools can also help to improve your efficiency and systematize the processes. If you’re looking for project management tools, Basecamp, which lets you create to-do lists, bulletin boards, and schedules, is worth a try. Their business plan sells for $99 a month and provides unlimited projects and users with 500GB of available disk space.
2. Systematize Processes and Create SOPs
Your next step in building a business that runs itself is to lay out standard operating procedures (SOPs) whenever possible.
SOPs are basically step-by-step instructions on how to perform a task or procedure in your business. They ensure that the tasks are done the same and correctly every time. Developing a SOP is an important part of hiring your first employee and all subsequent ones.
Do you know those processes and tasks that couldn’t be automated? This is a great place to start working on an SOP.
The key to writing an SOP is to be as clear as possible. After all, the goal is for someone else to take over the tasks in your absence, right?
So write them down as if you can’t answer any questions. You can even include instructions on how to manage automated processes in your SOP. So, your basics are fully covered.
If you want to go the formal route, there is an international standard for SOP formatting called ISO-9000. It includes five sections: introduction, purpose, responsibilities, scope, and procedures.
Of course, this is not the only format your SOPs can use. You can get creative and use visuals like this flowchart format that Process Street uses. Or you can go the audio-visual route and create a video. The ActiveCampaign video guide is a great example of a video SOP that captures the task of creating welcome letter automation on a computer screen.
Create systems and SOPs for as many of your business tasks as possible. Whether you use written, visual, audio, or video as a format, give an explanation explicitly.
With an SOP in hand, you’re ready to pass it on to your team members.
3. Delegate as Much as Possible to a Trusted Team
Whether it’s a full-time employee, a virtual assistant, or multiple freelancers, your next step is to delegate all standard tasks to your trusted team.
To hire the right team members, it’s not only important to be selective in who you attract, but it’s also important to set them up for success. Your goal is to keep your team long-term as your business grows.
Not many companies are capable to do that. Unfortunately, turnover is on the rise the number of small businesses with an annual turnover rate of more than 20% tripled from 2015 to 2017.
These days, it’s not common to spend an entire career with one employer. For example, millennials spend 1 to 3 years at their jobs, while people from the baby boom generation spend an average of 10 years at their jobs before switching jobs.
There are two ways to avoid increased turnover and frequent job changes:
Treat your team with respect – value their opinions, solicit feedback and pay them competitively
Invest in your team’s growth – support their growth by investing in their continuing education
4. Make Customer Service a Priority
Another key step to creating a business that works without you is to make sure customer service is top-notch (and remains so without you).
Why? The alternative – a poor customer experience – isn’t very satisfying.
More than half of Americans have abandoned a planned purchase or transaction because of poor service. And 33% of consumers have switched companies after just one instance of poor service.
What’s more, a positive customer service experience can make or break your brand marketing. Consumers will tell an average of 15 people about a bad service experience and, positively, 11 people about a good one.
Marketers are well aware of what depends on a positive customer experience. So much so that they are increasing their responsibility for it. 43% of marketers are taking this responsibility, up from 27% the year before.
Good customer service affects not only your new customers but also your current customers, so don’t forget about them.
In terms of a specific action, focus your efforts on after-sales marketing, which is becoming a trend. In fact, last year marketers allocated about 30 percent of their resources to focus on aftermarket.
This isn’t surprising, either, because existing loyal customers bring in more revenue. There’s nothing better than that, is there?
