Having it all in high growth

Q: I started myown business two years ago as a one-man band. Now it’s grown to more than 30 staff and things are getting a bit overwhelming and sometimes a bit out of control.

What recommendations do you have for ensuring the business still continues to grow but in a way that I can still keep it under control, the quality of service offered is not compromised and I can still keep myteam happy? A: Growth, control, quality and happy staff – you want it all. And why not?

Let’s tackle it one by one.

Growth

From sole founder to 30 staff, you seem to have this in hand. As you get larger focus on opportunities you can make ground on without ripping the resource out of what you’ve already built.

Get some guidance to help you see what you can’t see, like an advisory board.

Control

You’ll have to let this go a little. You can’t control the business like you did when you started.

Finding and trust good people and resource them to do the jobs you used to do, so you can focus on what you’re good at.

Systemise and record the operation of core functions, so others can pick up when you step out.

Quality service

This comes from having people who love what they do and want to deliver amazing experiences for your customers.

But the catch is – they won’t do it like you.

Every staff member should buy into the customer promise and deliver it in their own way.

End result – loads of warm fuzzy feedback forms.

Happy staff

This is the reciprocal equation of quality service. Most people gain happiness from pleasing others. If your staff love what they do and your customers love what your staff do, then you’re almost there.

Pay them a decent wage, look after them as people, and challenge them consistently and respectfully so they grow.

It’s about having an awesome vision and the people and systems to get there.

You need people above and below you who are invested, excited and inspired in this to deliver the best your business can be.

Get them, trust them and keep rolling.