Case Study #1 – Business Systems Developer… to the Rescue!!
Sandy called looking for help. She had recently bought a small business, an on-line home and cottage holiday rental service. Sandy had an expanded vision for the business but after a few months she did not know how she was going to manage. Yes, she had a phone, fax, Internet and email access, but the systems she had in place were not enough to administer her new plans for the business.
Though Sandy had vast work experience, she had never been solely responsible for everything, from answering the phone to filing, bookkeeping, scheduling, payroll, etc. It is not unlike becoming a parent for the first time: no matter how many times we may have babysat in the past that is nothing like actually being a parent. Without support, the experience can be overwhelming.
I assured Sandy that this was typical of first time business owners and that nothing was impossible with the proper supports in place. We identified her urgent needs, and quickly created a simple but effective scheduling calendar, tracking system for paperwork, and basic forms and questionnaires for potential clients. We went on to deal with bookkeeping. Given she was out of town, we decided the best service we could provide would be to help her find a local bookkeeper. I developed selection criteria and participated in the process of securing a qualified bookkeeper. I contributed to the initial meeting and discussions and provided support and input to better prepare Sandy to organize the paperwork for the bookkeeper. Some of the other services we provided this company were:
- Development of policies and procedures for two different levels of clients
- Development of work standards and ethics for staff and contractors
- Set up of filing systems
- Support to new admin staff
- GST filings
- Development of a three-year financial projection for the business
After several sessions, I continue to provide services and support on a less frequent, intensive basis. Sandy has the systems and know-how to administer, monitor and grow her business. She has a foundation now on which she can move to the next stage of small business development; playing the role of a manager through delegation of tasks to employees.