Systemising your business can feel like a double-edged sword. On one hand, it promises efficiency and scalability. On the other, there’s a fear it might strip away the human touch that sets your business apart.
The good news? You can streamline processes without losing the personal connection your clients and team love. Here are four proven strategies to intentionally design new systems while preserving your business’s humanity.
1. Tailor-made, not cookie-cutter Systems
Automation doesn’t have to mean impersonal. Thoughtfully designed systems can streamline tasks while maintaining a personalised touch where it really matters.
Each clientele is as unique as the business itself. Ask yourself what really matters to your clients and where your funds and your team’s precious attention should be focused.
THOUGHT STARTERS:
• Automation could be used for repetitive processes if your clients value it (e.g., appointment scheduling). If your clients instead value the social interaction of booking an appointment via phone or even in person, those funds might be better directed to a receptionist/account manager.
• Design your system to incorporate opportunities for human connection, like personalised thank-you notes, check-in calls, and birthday or milestone gifts. All of this can be systemised to create a stellar client experience.
2. Involve your team in System Design
Your team is on the front lines of your business, and their input is invaluable. By involving them in creating your new systems, you’ll both ensure practicality and encourage their sense of ownership.
THOUGHT STARTERS:
• Host brainstorming sessions to gather insights on both inefficiencies and improvement opportunities. Your people might need a little encouragement to start sharing, but their insights are invaluable treasures waiting to be discovered.
• Encourage broader team feedback during pilot testing of the new system: does V1 of that system deliver on a practical level?
Systems designed to deliver Experiences are invisible, but have a deeply personal impact.
3. Make Customer Experience
the essence of every System
Efficiency should enhance—not replace—the human connection your customers value. Design systems that streamline back-end processes while amplifying front-end service (AKA the experience).
THOUGHT STARTERS:
• Map out the Customer Journey to identify touchpoints where personalisation matters most. Remember, as in the first strategy, to pay attention to what your clients value most.
• Use tools that improve response times without compromising empathy: think AI-assisted but human-led customer support.
• Every system in your business should align with your core mission of serving people, not just provide a digital way to tick tasks off.
4. Stay flexible and evolve over time
No system is perfect forever. Planning at this stage to be adaptable and keep that continuous improvement going in the future ensures your systems grow alongside your business and continue to meet human needs.
THOUGHT STARTERS:
• Can you schedule quarterly team surveys and client engagement initiatives to ensure the system still serves its intended purpose? Stay attuned to team and client feedback to address any pain points quickly.
Systemising your business in a deeply intentional way is the path to delivering outstanding experiences - for your clients AND for your team and partners too.
By involving your team, focusing on customer experience, and continuously improve, you can design intentional systems that are both efficient and empathetic. After all, people are the real key to success, and your systems should always work to elevate them.
Eager to balance tech and touch for maximum impact? Let's brainstorm your way to success!
