If you're a business owner or manager, you've no doubt interacted with seemingly intelligent people, with much expertise and impressive backgrounds; people with certain "know how," but who don't seem to get the WHY of an obvious situation.
When a lemon tree is ripe for the picking, anyone who has ever tried to deprive it of its fruit soon discovered it has thorns, and can be as self-protective and obstinate as some of the prospective customers you’ve met with, trying to get THEIR business, in order to grow yours.
A diagram of a Customer Experience Map is a great document to have in your Operations Manual.
Procrastination is a paralyzing quandary that many of us deal with on a daily basis in business. It's easy to become sidetracked, even immobilized, choosing to deal with non-essentials that require little commitment or perseverance, rather than face opposition or confrontation.
WHY do so many owners choose to endure PAIN on a daily basis? WHAT could I possibly say to convince them, that without written processes for their day-to-day operations, they are doomed to endure longer and longer hours, stress, errors, lost revenue, rework, sleepless nights, tears, internal backbiting, dissatisfied customers—two steps forward and three steps back?
What does a business owner or manager do when the PAIN OF DISORGANITIS strikes?