One of the reasons elite athletes do so well is they have a consistent discipline. A clear training schedule and set of benchmarks that they must adhere to.
It’s the same for crack military teams. Everyone clear on their role and the expectation in that role
It’s also true for airlines. Clear and concise communication. An understanding of everyone’s role and a clear expectation that they will carry out that role.
You can bet this also applied to whatever sporting team won the premiership in whatever code you follow. They get the job done because they have a discipline and dedication built on the back of a clear set of standards and behaviours
They get the job done because they have a discipline and dedication built on the back of a clear set of standards and behaviours
Show me a high performing team, a successful organisation, any elite body or winning team and I’ll show you a group that understands the power of standards and benchmarks.
In business, this is also undoubtedly true. When it comes to sensational service it is absolutely true! Yet few businesses really tap into the value of standards and benchmarks. Some, like McDonalds have built a multi-billion dollar empire on the back of it. “Would you like fries with that”
Invariably these standards and benchmarks are put together or pulled together by the leader or leaders of a business. So ask yourself theses questions. As an organisation, do we have a clearly communicated set of standards and benchmarks? Do we execute on those behaviours? (Plenty of businesses have them, but few hold people accountable to them) Do our people know what is non negotiable in our business? (Its good to have the must do’s sorted, but it’s also good to get clear on the must not dos as well)
If the answer is no, then you have got some work to do. If the answer was wishy washy (I’m not sure or I don’t know) then you have some work to do. If your answer was yes, well, you still have some work to do.
I have spent two decades helping businesses get their standards and benchmarks sorted. When they’re sorted the business functions better and when the business functions better, you cant help but make more money.
the business functions better and when the business functions better, you cant help but make more money.
Here is how you go about it.
1. You need to be ultra clear on what you want to achieve as a business before you start creating standards and benchmarks. If your strategy is all about service but your standards and benchmarks are all about sales you wont get the result that you want
2. Get everyone involved. If you involve staff at every level in the process of setting the standards and benchmarks, you will get better buy in across the whole business. Way too often I see leaders create a set of standards and benchmarks that are forced upon staff and the staff push back. They think its stupid, cumbersome, a waste of time. Often they are dead right. You can’t create a set of standards and benchmarks from an air-conditioned office on the top floor. You need to get them from the coalface where the business comes into contact with its revenue source.
3. Once you have created a set of standards and benchmarks you need to communicate them. Not only what they are but also why they exist. What purpose do they serve? “Would you like fries with that” is an up sell. A simple question that does not make the customer uncomfortable but adds to the bottom line (some up sells, like insurance in banking really upset the customer)
4. The leaders need to walk the talk. You simply cannot have a set of standards and benchmarks that only apply to one group of people. If you decide that everyone must where a shirt and tie but turn up some days without one. The standard is shot to pieces. As a leader, remember this, people are far more likely to do what you do than what you say to do. If you decide that every customer must be greeted as soon as they enter the store but don’t do that when you’re on the floor the staff wont either.
5. Test and measure. I can guarantee you wont get it right the first time, so test what works and what does not work. Get mystery shoppers in, ask customers for their feedback, test for efficiency and effectiveness. Check for consistency. Is it being done in the right way, in the right time, on time, every single time?
Standards and benchmarks are not only the path to high performing, high achieving, successful businesses; they’re the very foundation, the springboard for success!
