4 Business Processes You MUST Have In Place Before You Can Grow
I had decided to bring you some clarity today, Clarity around which business processes and systems you need to focus on creating first so that you can document them. You can delegate them and you can become. FREE! Hey there, my loves welcome back to CPTV I'm CP, and this is the place for aspiring and growing entrepreneurs who want to turn their passions into businesses and their businesses into freedom. Does that sound like you? Of course it does.
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So you've already come to terms with the fact that you need to create business processes and systems, and you already know that if you don't your opportunity to scale your business and to get to that next level of freedom is pretty much non-existent. But the fact still remains creating business processes and systems in your organization is much easier said than done. It can be so overwhelming and an absolute cumbersome concept that will absolutely create anxiety in the mind of hustling entrepreneurs who are trying to grow a business like you and me, because, you know, you need to create the business systems and processes and you understand how important they really are. You just can't seem to get out of your mind the fact that it seems like there are hundreds that you need to work on all of them right now. So where do you start? Where should you focus your efforts and your energies first so that you can have the most impact and the best strategies to grow fast? Well, in today's episode of CPTV, as we continue this business process lab series, I will go ahead and link to that right now. So you can binge, you know,
I had decided to bring you some clarity today. Yeah. Clarity around which business processes and systems you need to focus on creating first so that you can document them.
You delegate them and you can become free. So let's get to work. Okay. So let me break down these core business processes and what makes them so different. Yes, you will need tons of processes in your business in order to truly scale it in order to be able to hire other people. And ultimately in order to get to that freedom that you desire, but at the core of business operations, there are some primary processes that you will want to create. And I have learned what they are over the years, and those processes will be central to your entire business and specific to certain products or services that you choose to sell either way.
You always want to start here because once you have these created, documented and optimized, you will finally have the capacity that you need to handle a volume of sales, which brings in more revenue and your customer needs. You see, I hear entrepreneurs say all the time that they want tons of customers, they need more sales. They want that big contract. They want to secure that big money opportunity. And I get you.
I mean, I feel you, that's what it's all about. Right? All of those dreams are extremely valid and very good. But I need to ask you what, if you did get an influx of a thousand individual customers tomorrow, or if you got that email saying that you got a huge order and that you need to fulfill 10,000 units in the next couple of weeks, would you be ready? Could you handle that? What would you do? Do you have a well-oiled machine that all those customers in that huge order can flow through? Now you're probably saying girl, I will figure it out, bring it on. I'll work it out. I'll make it happen. But the reality is, and trust me from my own experience and getting that big contract.
When I wasn't ready, you can bust your behind and work 24 seven to make it happen. But if you're winging it and you're not ready, you will mess it up and lose the opportunity to take advantage of that blessing. If you're answering no CP, I'm not ready. I just haven't had the time yet. Then you got to get ready, boo, because I'm telling you that you are blocking your blessings from the universe.
You're trying to manifest this huge volume of sales with your words and your thoughts and your meditations, but your actions are telling the universe. No, I don't really want that big break. No, I'm not really ready. And no, I'm not really prioritizing that manifestation in those blessings. So the first process that you have to create and document in order to get ready is what I call your money in and money out process. Now,
money in what system do you need to create in order to receive your money in order to get paid? Are you going to accept credit cards and PayPal? If so, what does that look like? Have you set up your Stripe and your PayPal accounts and all of your APIs that you need, are you deciding to send out invoices? If so, what will they look like? Will they be electronic? What will your billing cycle look like? When will those invoices be due? How will you collect all of them? Will you ACH people or will you wait for snail mail? Okay. All of those questions must be answered. When you are creating your money in business processes, you must think about them in advance. And once you do, you will be able to determine product by product and service by service. What is going to be your process to quickly and frictionlessly get your money. Let me give you an example. Okay. So I was interested in working with someone as a freelancer in my business.
They had to do a special project for me that I was working on. And I was specifically looking for someone with some experience and expertise. And while this person didn't have years and years of experience, I thought, yes, their vibe is the same as mine. Their voice is very similar to mine.
So I'm going to go ahead and give them a shot. So we went through what I did feel was a very disjointed, disorganized sales process. I mean, I had to email back and forth all the time. I had some difficulty getting responses, stuff was taking forever. And then all of a sudden text messages got involved. Cause I was over it. Even at that point, I was thinking about how annoyed I was by what I was experiencing, but I still took it to you breath and said, okay, let's just keep going.
This person is the right fit for me. And then it came time for us to settle the initial payment for the project. I received a text message with the invoice, which really wasn't an invoice. It was kind of some numbers. It was a message that said, this is the initial down payment so we can get started. Okay. But this text message gave me no indication on how to pay the invoice, how to actually give them the initial deposit. So I had to actually text back and ask, how do I give you my money? What the hell? So I do, how do I pay you? And there were crickets. And then my text message, notification thing, ding.
And I got, um, well, uh, you can just cash at me. What you're in business. You're a professional, I can't cash app. You from my business to your business.
I can't track that for accounting purposes. I don't even have my business tied to a personal cash app. That's not how you send from business to business. All of a sudden that person's money in process became too overwhelming and too annoying for me as the customer.
And I began to think about the fact that if this project worked out and I wanted to use them for later projects, because I'm about long-term relationships, right? It was going to be just as annoying and just as difficult to actually get my money and give them my money. So I had to say bye-bye and go in a different direction. I need it to be smooth. I need it to be frictionless. I need it to be a good customer experience, especially for what I was about to be paying.
And that person's lack of a money in process, lost them. My sale is that you would, you have lost my sale. You get where I'm going, okay. Create your money in processes.
How are you going to collect your money? How are you going to provide a way for people to pay you and pay you seamlessly and frictionlessly, don't figure it out. After you've already tried to start selling something, focus your attention on that core process and watch how much money flows through it because you are prepared. Now, when I say money out processes, I'm specifically referring to how you handle your refund requests and how you handle cancellations.
What will your business system be that will include the policies you have created and how will you and your team enforce those policies? How will you ultimately keep your word to your customers who ask for refunds or try to cancel? Nobody likes to think about the idea or concept that money is going to be going out of their business. I get it, but it is what it is. My love. It is a basic part of having a business. There will not be 100% customer satisfaction all the time. And when there isn't, that person may request a refund or request to cancel a service that you are providing. So how are you going to handle that?
How do you process those requests? How do you plan for that? Will you try and talk them out of it? Will you offer them something to make them change their mind? Will you say, um, how can I fix things? How do you make sure that if you do issue that refund, that it is done in a way that satisfies the customer so much so that they will still endorse you and still give you amazing reviews. Because if you haven't noticed the nastiest of all comments and reviews are about how hard it was for somebody to get their money back. And the first thing you will see are the words, scam and fraud and thieves.
And that may not be true. It really could just be that they didn't have a great out process. They weren't prepared. So they haven't been able to process it efficiently or in the timeframe that the customer was expecting them to or even wanted or in the timeframe that the policy said it would be processed, especially if you've got a refund policy that says you will refund as long as this, that, and the other is true. But if you don't have any way to actually make sure that this, that, and the other is satisfied so that you can issue that refund, you become the thief.
And internally you need to know what you're doing from a refund perspective. For example, you're accepting credit cards in your money and process. We just talked about that, right? So you set up your Stripe and when someone charges their credit card with you, it will go into that Stripe account, right? But you've got Stripe set up so that it withdraws and puts money in your bank account every single day. But your refund policy says that people have 30 days. So on 29 day on the 29th day, when you receive that refund request, the money that they gave you is already in your bank account Boo you probably already spent it because you have stuff going in daily. So now you have to refund from your actual business finances instead of just pulling it back out of Stripe, because you didn't wait 30 days to have that money withdrawn, right? You waited a couple of hours. So your money out process may include refunds will be issued and honored within seven days so that when you set up your Stripe to only withdraw after 10 days, then if someone requests a refund, it has an impacted your business, financial records, and you still have the money in strike, safe and faith.
It's still sitting in your Stripe. So it comes back out of your Stripe. You feel me. So sit down and create your refund and cancellation money out processes. These are two of the most critical and yes, like I said, there will be others, but you got to start somewhere. And I recommend that you start there, it's going to definitely get you moving in the right direction towards being able to scale. So core business process. Number two,
that you need to die document is your sales processes. Of course, right? The core of your entire business is sales. So it is natural to understand that you've got to create sales processes and I've already done so many CPTV episodes on sales processes. But I think there is a particular one that will be gold. And for you. So if you haven't already seen it,
it is my proof video. I'm so silly up anyway. So I'm going to go ahead and link to that right now in the cards. So getting back to it, documenting the sales processes that you will use in your business is core. If you don't already have documented step-by-steps of how someone enters your company as a lead and lead your company as a paying customer, then you got to get on it immediately.
Not having a true sales process is a business killer. And in the short term, it is definitely a business Staller. Honestly, I recommend creating a sales process for every single product and service that you add in your business. Yeah, sure. Each of them may have some similar sales processes included, but there will be nuances and specifics and marketing that will change from product to product. And if you ever want to delegate the sales part of your empire, you have to create the map. Now, remember that story that I just told you about,
remember how I alluded to the fact that the entire sales process with this guy was completely disorganized, convoluted, and very annoying for me, I'm not lying. Y'all I was so determined to work with this startup entrepreneur who was trying to grow their legacy and all this other stuff, but I secretly kept probing and asking, please leave. Please put me into a sales process. And I realized they couldn't put me in a sales process because they didn't have one. They were winning it all along and it was obvious.
And when you're ringing, winging it, your sales processes make you look unprofessional and nobody wants to give their money to an unprofessional. Do they trust me? Not everybody is going to be as diligent as I was to stick in there. I gave this entrepreneurs so much rope. I'm an entrepreneur coach and trainer. So I was obviously rooting for them, but the average person would have been like, boy, bye. Okay,
bye Felicia, Felicia. In the very beginning, you need to realize that your problem may not be your product or your price, or even your marketing. The reason why you don't have enough sales or can't seem to get them moving in the right direction, where you can actually quit that full-time gig and do your business. Full-time could very easily be tied to the fact that you don't have a sales process to seamlessly and frictionlessly send people into and through when you've got a sales process that makes it easy for people to buy from you. You can sell more people, but until then, it's going to be slow. Your going to be slow. And I've already talked about what selling slow means to your business, right? So if you're sitting there right now thinking I don't have enough sales CP, I need you to help me with sales. I don't think I'm ever going to be,
be able to sell enough to make enough money in this business. Then I need you to take a deep breath and realize, and really analyze whether or not you have created the sales processes that you need to even make that possible. Because if not, you have skipped a core business process that must be created and you have to create it.
Now you have to go back and unskip it, or just give up on the idea that you're ever going to sell thousands, let alone millions of dollars because without a process, it ain't going to happen. It just won't trust me. So before I get into that third core process that you have to create and document, I want to make sure that I address a question that is probably in your head right now. Alright, CP, after you tell me the main processes that I should be documenting, are you going to help me actually get that done? And then the answer is, of course my love. I want you to go ahead and grab my free guide to creating business processes, that scale with an SOP template, it's going to walk you through the steps of actually creating these processes and documenting them effectively. And it's absolutely free from my CPTV family. So go ahead, click the link in the description and in the comment sections below and grab your copy. I told you, I got you in this lab y'all.
I ain't playing with you. I did not come with you. You knew that was coming didn't you, you know, I'm beehive all day long, right? Okay. So moving on to core process, number three, your service processes. That's right. When I say service processes, I'm really talking about two primary pieces, right? Your onboarding process, and then your product or service ongoing delivery process. Those are really at the core of what you need to document immediately.
Now you will absolutely have others. You'll have specifics related to ongoing customer support and what your product or service delivers as you continue to grow your business and create new products or services, which is how you're actually going to fulfill your responsibilities. Post-purchase that's really is all about service delivery processes and ongoing service processes. So whatever your primary product or service is that you're going to be providing to the customer. You need to sit down and document. Step-by-step how you're going to do that.
If you're a product based business, whether it's tangible products or digital products, how are you going to make sure that your customer actually receives in their hands, what they've purchased? What does that look like? If you're a coach, I'm a consultant or a service-based provider, you have to sit down and map out. Step-by-step how you're going to do what you say that you're going to do for your customers. How are you going to get them that service that you promised, or how are you going run your coaching calls or your coaching programs, or how are you going to get them the service that they've actually paid for? You need to document everything that you want to include that you will include, and don't worry, it will evolve, but you've got to start somewhere. And even more importantly, what does your onboarding process look like? And I say more importantly, because onboarding is really the first true exposure that your new customer has to what it's like to do business with you. If how your customer onboarding runs in it, does it smoothly.
And to your customer satisfaction, you'll be creating a customer experience that pretty much ensures that they will be a customer of yours for life, and they will buy from you again and again and again. And don't worry. I will be doing more videos specific to onboarding processes for product based businesses and coaches and consultants and service-based businesses and speakers and non-profits. But let me give you a little example. Okay. When I get a new coaching client, after they have made their purchase, and I've actually received that notification that a purchase has been made my team, and I immediately add them to their personal coaching portal.
In that portal, I have built an onboarding communication sequence. They receive a welcome email and a walkthrough to make sure that they have registered and logged into the system. They received their coaching agreements and my coaching commitment pack, which really describes what the coaching relationship and process will look like. Step-by-step they receive a couple of video trainings to walk them through how to utilize the coaching system and what our relationship and first calls are going to feel like. And then they received a calendar link to automatically plug them in for our initial coaching and onboarding call. Yes. I mean,
there's a few more steps in there that I didn't discuss just yet, but I'll get into them later for you guys, but you get the gist of where I'm going with this, right? As soon as my customer gives me money, they are going to within 10 minutes, expect to have access to their product or service. I mean, they want it immediately, don't you and my onboarding process ensures that within an hour, they are already seeing action. And no, I didn't wing that process. I sat down when I decided to offer coaching programs and consulting services, and I created what I wanted that onboarding experience to look like for my customers. And I made sure that it included steps that made it easy for my clients and customers to feel the love right, and easy for me to get them onboarded so that we can get to work immediately on their business needs. So as you can imagine,
your onboarding service process is going to be huge for your business. That initial timeframe from purchase to the actual delivery of your product or service is the timeframe that if a customer is not happy, they will request a refund, honey, they will cancel quickly. So bottom line you've be on your when it comes to onboarding your clients. So document it, write it down, refine it, tweak it, make it perfect.
Why would you ignore something so important to your money? Because it is a core process of your business. When you start, when you want to scale, when you want to grow just the whole time you're in business, um, what of your customers going to be critical? Okay. And now the number four process that you need to create first, your marketing process. Now we're talking about marketing processes and I do recognize that a lot of people out there interchange marketing process with marketing strategy, but I don't think they're interchangeable. I feel that those two are very different things.
The way that I see it is that your marketing strategy is really the what right? And the marketing process is the how, and a lot of entrepreneurs spend so much time in their businesses thinking through and painstakingly, planning out a marketing how or strategy, but they never quite make it to really, truly documenting and mapping out what that marketing strategy will look like. Right? So I create SOP's for my marketing processes in the very beginning of my businesses, when I was first starting out in the field first few years, all those years ago, I had several different marketing processes because I was kind of testing things out, tweaking them and finding the perfect steps that really did create the leads and the audience that helped me meet my goals. But once I found that perfect process that really worked, it became my standard process in my business. And it became my core business marketing process. Do you understand the difference between the strategy and the process? Now let me know in the comments below, because I can give you more, if you don't let me explain even better. My overall marketing strategy is to provide free, valuable content to a wide audience of entrepreneurs on a consistent basis. Okay. You just kind of summarizing,
I give away valuable content and tools in the hopes that entrepreneurs will want to access them and ultimately become a part of my CP insider's email list. So my overall marketing strategy includes content marketing and social media strategies. Obviously we're on YouTube right now, right? But my marketing process is very specific and it includes the step-by-step of how I get people into my marketing funnel. So while I do provide content and valuable tools, once they have clicked to access a valuable tool, my marketing process really begins.
And that includes getting their email address, giving them the freebie, putting them into an email nurture that helps us get to know each other, making sure that they understand and can expect what days to get the marketing content from me. And then ultimately making sure that on a regular, consistent, weekly basis, they are receiving that valuable content from me. You get where I'm going. My marketing strategy is what I'm going to do to provide valuable content. My marketing process is how I'm going to do that.
I'm going to capture their email. I'm going to get them on my list. I'm going to nurture the relationship and continue to deliver value through my weekly newsletters. So documenting this, how it's just as important as knowing the, what, if you don't have a game plan and a step-by-step process of how you're going to get someone into your marketing funnel.
You are going to waste time and become overwhelmed and ultimately not be able to do it no matter how much effort you put into that, what you won't see, the results you won't reap the rewards. That's why your marketing process is your number four core business process. That must be documented immediately. Okay. This is video two in our process lab series. What do you think was I right? It was a lot of information.
I know. I mean, I'm CP, right? And guess what? We still have so much to cover. This is just the beginning, because like I have already mentioned several times for the next few weeks.
We're going to be focusing on knocking out your process, documentation and creation in 2021 for your business, right? The path to freedom is to do it, document it and delegate it. And now we're going to be diving into each of these core processes individually. So next week we're going to be focusing on money in processes and then money out processes and all that good stuff. So if you are hella pumped about our direction, smash that like button, and don't forget to subscribe in that bubble right next to me. So you can catch us next week and every single week after that hit that bell. And don't forget to share this video with someone else that you know, needs to work on their business processes, because I believe that we all do a little bit, right.
And make sure you grab that free grab guide to creating business processes that scaled with the SOP template so that you can get started. Busting out those processes. And until next time, my love stay safe. Bye bye.