Your Family Business Standards Are Failing. Here’s the Fix.

13 Oct

You know what great service looks like in your business.

But does everyone on your team see it the same way?

And more importantly, can they deliver it consistently when you’re not there?

It’s something we see in family businesses all the time. The owners know exactly how they want clients looked after, but somewhere between what they’re expecting and what the team actually delivers, things can get a little patchy.

And that’s where problems start.

In this episode, Caroline and I talk about how to make great service something your whole team can deliver, not just the people who’ve been around long enough to know how you like things done.

We share some practical examples from our own businesses, including a simple bottle of water that made a surprising difference, and why giving your team the right level of responsibility can completely change how they handle clients.

We also look at what happens when things don’t go to plan, because let’s face it, no business gets everything right all the time.

The important thing is what happens next.

If you’re running a family business and want your team delivering consistently great service without everything coming back to you, this is a conversation worth having.

In today's podcast you’ll discover:

00:38 – Why having good people doesn’t automatically mean consistent service
02:49 – Why what’s obvious to you might not be obvious to your team
04:36 – What a simple bottle of water can teach you about service standards
07:11 – The difference between saying you deliver great service and actually delivering it
08:46 – How giving your team more responsibility can improve the client experience
12:06 – What to do when your team gets something wrong
14:47 – Why recognising great work is just as important as addressing mistakes

Quotes

“If you’ve got standards and they all depend on one person, then you actually just have a dependency, not a standard at all.” - Mark Creedon

“Your team wants to do the right thing. But good intentions don’t deliver great service. It’s about making sure it’s super clear what’s expected of them, and that they actually have the ability to deliver it.” - Mark Creedon

“The standards you walk past are the standards you accept.” - Mark Creedon

“If your service standards are set really high but they’re not consistent, you won’t maintain client retention, and you won’t get new clients either, because word about town is that you’re a bit patchy.” - Caroline Creedon

“You have to own it, acknowledge it, resolve it, and look at how to improve it next time, so that it doesn’t happen again.” - Caroline Creedon

The Mastermind for Business podcast is powered by Business Accelerator Mastermind, a coaching program that helps service business owners and professionals double their revenue whilst halving their time in the business. Each week, Mark Creedon, a Business Coach at Business Accelerator Mastermind, speaks with some of the best business minds in the world and shares simple, practical steps you can take to create the business you always wanted.

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About Mastermind Business Accelerator

Mastermind Business Accelerator is a hands-on practical program aimed at driving results fast. Spearheaded by Mark and Caroline Creedon and a range of highly qualified experts, the program will give you back the freedom you hoped for when you first started your business or professional practice. With his coaching program, Business Accelerator Mastermind, Mark helps business owners maximise their time, set and achieve goals, while remaining accountable.