When you start to scale you need investment, regardless of what industry you are in. This investment isn’t always financial it could be in the equipment you use or in the technology you may need to upgrade to a bigger CRM database or you may need to upgrade the people in your office. Unfortunately the person you bought on when you were turning over £50,000 a year may not have and may not want to develop the skills you need them to have at a £250,000 business.
This is one of the reasons we plan out ahead of time to make sure that we can clearly see what the challenges may be in the future.
Equally you need to make sure you have a detailed process system, at Sparkle Cleaning we have almost 500 processes written up to follow, we also have training systems for all levels of our management teams and everything gets reviewed once a year. Because everyone will need to work very independently as you move from that growth to scale there isn’t the time to walk people through the simple things, you need to make sure they are able to go and pick up a detailed systems manual and see how to word that email or where to order that product from.
You also need to build out the culture, this can be done through core values and rules of the game however the best way to do this is to create a process for it and make sure the management team know what they need to do, make sure that they know when to send gifts and whose birthday is it this month.
Howard Schultz, founder of Starbucks is a keen believer in this and often says that you can’t over invest in the culture of the business, sometimes the smallest things you do to a client or team member makes all the difference.
The biggest challenge to scaling your business is always going to be the employees and managers. You have to limit who has access to what, the employees need autonomy meaning that they need to know what to do and when to do it, they don’t need to know the ins and outs, they just need to know how to do their job however the managers need control, if you as a business owner try and keep everything close to your chest and not let your team make decisions you will be limiting what you can achieve.
It’s one of the hardest things to learn but you must learn to let go so your managers can control their direct reports.