I’d been reading Al Levi’s column in PM for months before meeting him at a C2000 meeting where he spoke. After that, I had no doubt. We needed him to get our operations to run smoother. Our company had been growing at more than 20% a year and that’s a good thing. But it was creating bottlenecks and stress for everyone.
With Al’s Operating Power! manuals we were finally able to document exactly how to run our business instead of it running us. The ongoing process of training and getting buy-in from the staff are the real secrets to what makes it so successful for us. Our already-good CSR conversion rate jumped from 75% to 92% with the manuals and the scripts in place! We got so good at capturing the call that we had the luxury of being more selective about the calls we wanted, so we went back and re-wrote a script for just this purpose. Imagine that!
I know how stressful life as an owner can be. Being so dependent on key staff to overcome the daily fire-fighting needed to keep things going without repeatable and documented systems is exhausting. Now, my staff is more easily cross-trained to help out in a pinch wherever they’re needed. That has made a big drop in the level of our stress. The funny thing is that our guys know what is expected of them so they enjoy coming to work. And, the good news is that with the manuals they are prompted to make the right add-on suggestions and avoid going too far without quoting prices.
I’d recommend Al to anyone who’s interested in taking charge and enjoying less stress and more profits.