The Brad Miller Show - Growing You, Growing Your Business

The Brad Miller Show - Growing You, Growing Your Business

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The Brad Miller Show - Growing You, Growing Your Business episodes

  • 057 This is where the magic happens… The STO Creation Process

    You can download the Flowchart of this process here: https://millermarketingandtraining.com/work-with-me

    The Strategic Training Objective Creation Process:  This is where the magic happens!

    You take a “lowly” task and elevate it in status to a Strategic Training Objective

    How do I do this?  What exactly is happening in this process of task to STO?

    • Using the appropriate template from this module, “simply” begin to describe the work.
    • THINK, but don’t overthink. If you experience “overwhelm” you’re overthinking.
    • The “biggest win” here is documenting the work, no matter how rudimentary to start. Perfection at this stage is not the goal – “Getting it out of your experts’ head” is the goal.
    • Use the below ideas and to guide you, motivate you and inspire you…

      •  

      • The work is scrutinized to ensure it is part of the vision – if not, it’s deleted.
      • You ask questions about the work – “what are we doing, why are we doing…”
      • The work is described
      • The work is brought into the light – it is focused on
      • The work is documented – it is no longer just verbal
      • The work is elevated in importance – it gets it’s own STO name
      • The work is named: you create a shared language, a training vocabulary
      • The work is becoming a system – it can be replicated
      • The work can be delegated to someone else
      • You are getting free of this responsibility – a chunk of the work that you once did, is now successfully transferred to another
        • You can do your higher calling work
        • You can work ON the business
        • The work is thought about – THINK
        • The work is broken into segments/modules – Training chunks with a beginning and an end
        • The work takes on accountability – it can be assigned and initialed, you can create quizzes and tests for competency and understanding
        • The work becomes more efficient, you eliminate unneeded steps
        • The work is integrated into all other company systems and divisions
        • The work becomes effective – it is part of the vision
          • 19 min
        • 056 – Creating Your Dream Business with Strategic Training Objectives

          You can download the Flowchart of this process here: https://millermarketingandtraining.com/work-with-me

          This is where you Create the small inventions – that put together create something very special!

          The simple ACT of documenting your work is a system!

          You have to appreciate and understand that simple idea –

          Write it Down and you have a map or a blueprint to do it the same way AGAIN and AGAIN
          Just like CREATING the Recipe

          The Systems Manual Blueprints

          This is how to create your masterpiece business – you have blueprints
          The same idea as a recipe – now think Blueprints

          WORK TYPES:  There are different types of Blueprints because there are different types of WORK

          Concrete and footers Blueprints

          Carpentry and framing
          Electrical
          Plumbing
          Think of everything that goes into building a home – all the different trades – Those are Work Types
          To be able to document all the different Types of Work – we have the term we created, call STO – or Strategic Training Objective

          Here’s the BIG Idea – that took me years and trial and error to figure out how to create Systems Training Manuals

          There’s different types of work, therefore, you need different types of templates

          We tried to create a One Size Fits all template – and it didn’t work!

          Think about all the different types of work in your business

          • Sales work
          • Financial work
          • Office Admin work
          • Marketing work

            • Then – The order fulfillment work of delivering Big on your promises

            We have five different divisions for our Order Fulfillment

            1. Plant Preparation – pulling and prepping plants
            2. Greenhouse – our facility. And lots of different work types there
            3. D and I
            4. Plant Care
            5. Quality Assurance

              6. Your Work Systems must consider the Type of work, before you can create a system for it

              Don’t let this intimidate you – this is your opportunity to Create, Innovate and Invent your work

              This is where you Create the small inventions – that put together create something very special!

              16 min
            6. 055 – What is a system? It’s Documented Work!

              You can download the Flowchart of this process here: https://millermarketingandtraining.com/work-with-me

              Step two in this module called, The Best Way – Matching Work Types with Template Types

              In this episode we discuss template types

              WHAT IS A SYSTEM?
              A method – a form of procedure for accomplishing something –
              Intention: a determination to act in a certain way

              The best way to describe a system is by describing how to document it!

              That’s huge – say that again!

              That gives new meaning to the phrase…

              “It’s not a system until it’s written down” – Michael Gerber

              There are more ways to document a system than just writing it down.

              A system says, This is how we do things here.  Which also says, “this is how we do NOT do things here.”

              What is a system?

              It is a method!  It is intention

              The Story of Bonefish Grill – How do they do that?

              How do you document a system?

              Templates.  A preset format for a document, used so that the format does not have to be recreated each time it is used.

              • Think fill in the blank
              • The template is asking you questions and your answers fill in the blanks

                • Types of templates:

                • Fill in the blank forms
                • Checklists – the checklist manifesto! Huge idea that is dangerously familiar and simple
                • Signs and Labels
                • Step by step instructions. Step 1, then step 2, then…

                  • Other methods for Documenting a system

                  • Pictures – before and after, and how the finished product should look
                  • Diagrams – think putting together KIA furniture
                  • Videos – training videos. Imagine how hard this was just 20 years ago.  Or 50 years ago.  Videos are so easy to make today.  Create your own training videos

                    • Systems Thinking is not just about you the business owner – BUT making systems thinking part of the DNA of your company culture. Which means that part of your company culture is TRAINING – and for training to stick you need Training Manuals

                    A Training Manual is a collection of all of your Systems Documentation in one place.

                    All your templates, signs, diagrams, etc.
                    All your pictures and videos and Any other way you document your work

                    Systems Manuals ARE ESSENTIAL as a WAY to TEACH and Train systems Thinking.

                    Teaching the Recipes from the Cookbook

                    Next episode – we’ll take this one step further with the goal of creating your systems manuals for training.

                    The STO Creation Process

                    23 min
                  • 054 – The Best Way process: The Best Way is Systems.

                    I am finishing up a series of podcasts featuring – Your Best Work, The Best Way process.

                    You can download the Flowchart of this process here: https://millermarketingandtraining.com/work-with-me

                    This is a process to clarify your vision – Your Best Work, and then reveal all the work that makes that vision a reality – And Then…Do That Work the Best Way.

                    And today we introduce The Best Way – and the Best Way is Systems.

                    The title of this process was inspired by an Edwards Deming quote

                    “It’s not enough to do your best, you must know what to do and then do your best.” – Deming

                    The module we are starting today – The Best Way –  is where you document your systems

                    It’s not a system unless and until it is written down!

                    A flowchart is just one way to document a system – there are dozens of ways – and I’ll teach them to you in the next couple of episodes

                    THINK Templates – fill in the blank templates

                    Introduction to YOUR BEST WORK:

                    Your Best Work module has three steps:

                    1. Becoming a systems thinker
                    2. Matching Work Type to template type
                    3. The STO Creation process

                      4. This episode is about becoming a Systems Thinker

                      7 Advantages of a Systems Thinking

                      1. Systems preserve the original intention – The Vision – of the business owner
                          • The vision that you have of exactly how you want to serve people is clear.
                          • Think of a CHEF who creates this masterpiece meal – it is his vision of how it would look, taste, etc.
                            1. Systems allow the vision to be scaled. You can share it with others and the vision can grow.
                                • Without the Recipe system – it would have to be the Chef doing all the work – all the time
                                  1. Systems allow the customers to have a Predictable Experience
                                      • Same amazing meal Every Time
                                      • You create CUSTOMER Loyalty
                                      • Business depends on – and only survive IF customers keep coming back!
                                        1. A system allows you to make improvements.
                                            • Incremental improvements make the vision better and better
                                            • Efficiency to Eliminate waste
                                            • THIS creates more profits – growing the top line = more customers and the bottom line = more profits
                                              1. A system enables you to create something truly remarkable
                                                  • Doing the same work over and over creates Unique Expertise – you begin to see opportunities that don’t come with doing something only once or twice
                                                  • You are serving people in meaningful ways – and they love it and keep coming back for more.
                                                  • You are different – better than anyone else. Differentiated
                                                    1. Systems enable your vision to be accomplished by less skilled people
                                                        • You break the system down into steps and chunks that can be taught to others
                                                        • If your business depends on superheroes you do not have a sustainable or scalable business model
                                                        • Ordinary people – doing extraordinary things with your systems
                                                          1. Systems allows your Vision to happen without you doing the work
                                                              • Scale your business, Create Free time and do the work you love
                                                              • You are the inventor – the visionary – But not the technician
                                                              • Probably you should not be the technician – others can do it better than you – over the long haul.
                                                                • 23 min
                                                              • 053 – Innovation, Marketing and Mindset

                                                                Welcome to a special episode of the podcast with a focus on innovation, marketing and mindset.

                                                                The inspiration for this episode is from one of my favorite quotes by Peter Drucker:

                                                                “Because of the nature business, it has two and only two functions, innovation and marketing.  Innovation and marketing make money, everything else is an expense.”  – Peter Drucker

                                                                WOW!   There’s not a more perfect statement to focus the attention and energy of a small business person.  In my experience, however, most small business people don’t know this, and spend their time on lesser things.  The result is a business that stays small and mediocre, with a business owner who’s not really an owner, but a key employee.

                                                                Innovation and marketing are the keys to set you free, along with a mindset to believe it’s for you.

                                                                The podcast is the audio version of a sales letter for an event based on the same ideas:  The Plantscape Innovation and Marketing Live Event.  The event is happening in Fort Myers, Florida in May of 2020.

                                                                You should come, even if you’re not in the Plantscape industry like me.  The principles of innovation and marketing are universal.

                                                                You can learn more about the event here.

                                                                55 min
                                                              • How To Create Names for Your Work

                                                                The Outside Perception – how the marketplace sees you

                                                                The Inside Reality – how your team interacts with your company

                                                                HOW TO NAME YOUR WORK – WITH AN EYE TO OUTSIDE PERCEPTION

                                                                When you put all the pieces of the system together into a whole – You CREATE something worthy of a Name

                                                                It is the Sum total of all of your small inventions and innovations – put together into a Marketable Program!

                                                                People love to buy “a complete solution”

                                                                This is your opportunity to create your own turn-key program

                                                                When you use the word “Program” it can be anything you want it to be!  You are the inventor – you’re the creator.  It’s your creation, name it whatever you want.

                                                                How to create your own program:

                                                                Think, complete solution program

                                                                • a higher perceived value.
                                                                • You’ve thought of everything
                                                                • Peace of mind
                                                                • Tried and tested
                                                                • All inclusive – no extra costs, or fees
                                                                • Set it and forget it

                                                                  • And the all-time best reason for creating a Program …

                                                                  • Recurring Revenue
                                                                  • A monthly subscription
                                                                  • Mailbox money
                                                                    • HOW TO NAME YOUR WORK – WITH AN EYE TO INSIDE REALITY

                                                                    This is how to create your Unique Branded Systems inside your company…

                                                                    From the raw work of the Expert Download, The Sifting, Sorting and Naming Process just naturally leads to naming

                                                                    • Simply raise your Intention in the process, from describing the work to “naming the work”
                                                                      • Separate this work from other work with a name
                                                                      • The name should be short if possible – 5 words or less
                                                                      • Bonus points for a mnemonic device, catchy phrase or rhyme
                                                                      • Occasionally and as appropriate, use the words Program, Process, System, Method, Technique, etc. – even inside your company!
                                                                        • 18 min
                                                                      • The Power of a Name, and naming your work

                                                                        “Remember that a person’s name is to that person the sweetest and most important sound in any language.”                – Dale Carnegie

                                                                        Your work has a name! 

                                                                        There are a lot of benefits to this – Both inside your company and outside

                                                                        The Outside Perception – how the marketplace sees you

                                                                        The Inside Reality – how your team interacts with your company

                                                                        Think Innovation!  Both Inside and Outside your company.

                                                                        You are differentiating your work from every other company

                                                                        Even if… ESPECIALLY If you are in a commodity type business – like plumbing or dentistry – where people tend to just go right to price.

                                                                        Naming makes your work unique and special

                                                                        You are Creating a Process – UNLIKE any other

                                                                        The Power of Naming Your Work
                                                                        • You are creating your Unique Branded System
                                                                          • Your work is your own
                                                                          • You are the Inventor
                                                                          • You have learned how to PLUS IT
                                                                          • The little something extra!

                                                                            •  

                                                                            • You are creating a Shared Language – everyone knows exactly what you are talking about and referring to
                                                                              • Creating company culture
                                                                              • The biggest part of any culture – is language – not just in business but in life
                                                                                • If you can’t speak the language, you can’t relate and become part of the culture
                                                                                • Your Company has a language of its own.
                                                                                • How do you get it? You create it!

                                                                                  •  

                                                                                  • You are innovating your work – “The ABC Process” the “The XYZ System”
                                                                                    • Naming stuff encourages innovation
                                                                                    • You are creating a culture of innovation

                                                                                      •  

                                                                                      • Naming something creates ownership – company ownership
                                                                                        • Watching a documentary on McDonalds bros. Long before Ray Kroc, they had the Speedee System. And they had a mascot – his name was Speedee

                                                                                          •  

                                                                                          • Naming creates ownership inside the company – AOR’s
                                                                                            • Areas of Responsibility
                                                                                            • Naming creates accountability – the work can be assigned

                                                                                              •  

                                                                                              • Naming something Elevates it in Importance
                                                                                                • If something has an official name, it is naturally more important

                                                                                                  •  

                                                                                                  • Naming distinguishes this work from all other work – it is it’s own work
                                                                                                    • Your work tasks should be unmistakable
                                                                                                    • When you ask someone to do XYZ – there is Zero confusion

                                                                                                      •  

                                                                                                      • Naming creates “Training Chunks” or Work Units.
                                                                                                        • All work is part of a bigger picture, but work needs to be broken into Steps that can be described and documented
                                                                                                        • Work is Big and Complicated and has a lot of moving parts
                                                                                                        • It is like creating a start time and stop time
                                                                                                        • A beginning and an end
                                                                                                          • 21 min
                                                                                                        • The Mighty STO – A TASK On Red Bull
                                                                                                          THE Mighty *STO:  Strategic Training Objective

                                                                                                          The STO is a term to describe a chunk of work.   And, it distinguishes work as a Unit that can be described and trained.

                                                                                                          Training is TRANSFER!

                                                                                                          You are transferring knowledge and expertise from one person to another
                                                                                                          The transfer has to be done in segments

                                                                                                          You could call them work tasks – BUT you miss some of the power of creating a systemized method for doing the work.

                                                                                                          SOP – Standard Operating Procedure

                                                                                                          •  There’s nothing standard about Your business

                                                                                                          Here is the difference… And STO is, A Task On Red Bull

                                                                                                          What’s the difference between a “task” and an STO?

                                                                                                          Definition of a Task: a definite piece of work assigned to or expected of a person.  A piece of work to be done or undertaken.

                                                                                                          STO/Strategic Training Objective:  a task that has been scrutinized (examined and inspected closely) to,  1. ensure it serves and advances the vision, and 2. is accomplished in the most efficient manner.

                                                                                                          Gimme an ‘S’ – Definition of Strategic:   Carefully designed and planned to serve a particular purpose or advantage.  Strategic also means, relating to the gaining of overall long term competitive advantage.

                                                                                                          Strategic:  Each one of our STO’s has been fine-tuned, tweaked, and innovated through many years of Trial and Error and then Trial and Success – “carefully designed and planned to serve a particular purpose or advantage.”  Please respect the strategy and our “careful design.”

                                                                                                          Gimme a ‘T’ – Definition of Training:  The action and work of “teaching” another person a particular skill or body of knowledge.

                                                                                                          Training:  All effective training requires a trainer: someone who is very familiar with the skill or process being taught.  The trainer uses the STO Form and teaches Step-by-Step according to the documented system.  Telling is not Training!  The act of telling someone about a task is not communicating all the details, steps, innovations and “strategic reasons why” we do something in the manner that we do it.  That is why we train using our Systems Training Manuals and teach each STO step by step.

                                                                                                          Gimme an ‘O’ – Definition of Objective:  A specific result that a person or system aims to achieve within a time frame and with available resources.

                                                                                                          Objective:   A simple term for objectives is “a piece of work.”  The objectives are the work tasks that must be completed on a recurring frequency to fulfill our vision.  If we are doing a “one time” task it is not included in our training – only the objectives/tasks that occur with frequency (once a day, week, biweekly, etc.)

                                                                                                          19 min
                                                                                                        • Your Business is a Puzzle – Sifting, Sorting and Naming the pieces

                                                                                                          You now have your RAW Expert download!  Awesome!  Huge!  High-five!  This is a really big deal, and shows your commitment to create a business that works.

                                                                                                          Now we are going to take it and process it into a Refined Form.  It was raw, but we are going to refine it so that it serves your business in so many ways.

                                                                                                          Module 3 – The Sifting, Sorting and Naming.

                                                                                                          You are creating a systems manual for your business, A Training System

                                                                                                          1. You are creating a job description. Everyone knows what is expected of them.  SO FEW businesses have that for a new hire.  This is a list of what you are responsible for.  You get Agreement on the FRONT END.  So hard to add more to a job description later
                                                                                                          2. You are creating the Table of Contents for your Training Manual – That is a big deal bc Orientation Day of a new hire is essential
                                                                                                          3. You are putting things in writing – The written word has authority
                                                                                                          4. Your Training gets respect – Your Company gets respect.
                                                                                                          5. You have standards that are setting Expectations. If you don’t have a level of expectation, people will make up their own.  Theirs will not be as good as yours.
                                                                                                          6. YOU are NAMING Your work – you are creating your unique branded system.

                                                                                                            7. We have a Living Ambiance Plant Program. There are a lot of small systems inside that program, that the client never sees. For example:

                                                                                                            • SPANX
                                                                                                            • Spin
                                                                                                            • Pack
                                                                                                            • Adjust
                                                                                                            • Nip
                                                                                                            • Xchange
                                                                                                              • Sifting, Sorting and Naming…
                                                                                                              • The Expert Download Work. You are taking all of the content from spending a couple hours or more with your Experts, and categorizing it
                                                                                                              • The content is Raw and Unorganized – Just like a box of puzzle pieces
                                                                                                              • Turning the pieces of the work to reveal what “type” of work it is so that you can categorize it
                                                                                                                • Sort the Expert Download work into two big categories
                                                                                                                1. Framework pieces – these are the main heading pieces
                                                                                                                2. Supporting pieces – these are the sub heading pieces

                                                                                                                  3. Note:  In an outline format the Framework pieces would be a Roman Numeral “I” and the supporting pieces would be a letter “A” underneath.

                                                                                                                   

                                                                                                                  23 min
                                                                                                                3. Eliminating Discretion at the Operating Level of Your Business, with The Expert Download

                                                                                                                   

                                                                                                                  The Expert Download – interview process

                                                                                                                  You are going to do this interview with someone in your business – WHO?

                                                                                                                   

                                                                                                                  • The person most expert at delivering an amazing customer experience – Not just one time, but consistently…predictably
                                                                                                                    • Why?  Because that’s what’s needed to grow a business over time
                                                                                                                    • This person – The Expert, knows the big vision of the company and how their work fits into this Vision.
                                                                                                                    • They know how to Show Up Big – every day, every time.

                                                                                                                      • THAT’S What Grows a business – repeat customers who say great things about your company.

                                                                                                                       

                                                                                                                      For that to happen you have to …

                                                                                                                      Eliminate Discretion at the Operating Level of Your Business…

                                                                                                                      • A quote from Micheal Gerber in the E-MYTH!

                                                                                                                        • What does that mean?

                                                                                                                        DISCRETION:  the Freedom to decide what should be done in a particular situation.

                                                                                                                        The Expert Download is helping you to Eliminate Discretion

                                                                                                                        YOU, the business owner, the Visionary gets to DECIDE what should be done!

                                                                                                                         

                                                                                                                        If you want repeat customers who say great things about your business…They need to have an experience that’s Scripted and Designed and Executed flawlessly Every Time they do business with you.

                                                                                                                        Your staff can Not make it up as they go along.

                                                                                                                        Contrary to popular belief – your team actually likes this!  People like to know what the expectations are.

                                                                                                                         

                                                                                                                        THAT’s what you’re doing in this process – You’re creating the Recipes for Success.

                                                                                                                        You are writing the cookbook!

                                                                                                                         

                                                                                                                        The Expert Download Process

                                                                                                                        Step by Step

                                                                                                                        Step 1:  It Starts with Vision

                                                                                                                        • Refresh yourself with the Company Vision Statement.  Make sure a copy of the Vision Statement is available to all
                                                                                                                        • Refresh yourself with the Division Vision Statement.  You’ll want a copy of this one too
                                                                                                                        • The Goal is to connect the pieces of the work of this division with the Vision of this division…Making sure all the pieces are in the box.  If there are pieces missing, the Vision will not be complete.

                                                                                                                          •  

                                                                                                                          Step 2:  Working with the Experts – in this division

                                                                                                                          • The Experts are the staff people most familiar with the work of this division.  It could be the business owner or key team members.

                                                                                                                            •  

                                                                                                                            Step 3:  The Interview Process

                                                                                                                            • Use the document: “The Expert Download Questionnaire”
                                                                                                                            • Brainstorming Rules apply:  no judgment, just ideas.
                                                                                                                            • Describe the what, not the how.  The how comes later.
                                                                                                                            • Consider including an industry OUT-SIDER.  Avoid “stupid assumptions”

                                                                                                                              •  

                                                                                                                              • The Setting:
                                                                                                                                • The setting is a place where you can be uninterrupted for a couple of hours or more
                                                                                                                                • It is comfortable, uncluttered and orderly
                                                                                                                                • Offsite is best.  At a hotel conference room or some space inside one of your customer’s offices
                                                                                                                                • The Process:
                                                                                                                                  • Begin asking the Experts using the Questionnaire doc.
                                                                                                                                  • The scribe is writing the responses on Sticky Notes
                                                                                                                                  • The goal is Short answers – not long descriptions
                                                                                                                                  • REMINDER:  The answer is the What do you do, not How!
                                                                                                                                  • Sticky notes go on the wall or whiteboard – Do not work on categorizing them now.  That step comes later!
                                                                                                                                    • 20 min