If you are tired of parts not being ordered, customers not being called, or bills not being paid on time, or the daily “finger pointing” that goes on when you address these issues with your employees, then now is the time to create an organizational chart. Whether you draw it out on paper or purchase an organizational software program to do it for you, creating a business organizational chart is the first step of seven in this eight- part series to organizing your service contracting office, once and for all.
Let’s Start With Some Rules
When creating your organizational chart, it is first vey important to understand that there are three sets of rules to make.
1. RULES OF RELATIONSHIP – These are the rules that define how everyone is to treat one another in the company. Everybody must follow the Rules of Relationship if you want to create respect between the customer, the employee and the owner. Here are a few common Rules of Relationship:
- No talking behind someone’s back.
- Praise in public, criticize in private.
- No cursing or swearing.
- Remember the Golden Rule.
- Always use “please” and “thank-you.”
2. RULES OF OWNERSHIP – These are the rules specifically designed for the Owner in order for him or her to lead the company and keep it on track when it veers off course. It is important to note that the Owner is not an employee, however, the Owner becomes an employee as soon as they begin to work IN the business. If an Owner is doing the work of an employee in the business, then they must follow the Rules of Employeeship. (see below)
Here are a few common Rules of Ownership:
- To select the direction of the company: Service, Construction, Remodeling, etc.
- To innovate new methods and create new systems for the Employees to work without the Owner.
- To give back to the community that supports them.
3. RULES OF EMPLOYEESHIP – ALL employees should follow these rules to maintain order and control in the company. The Rules of Employeeship are located in each Employee’s JOB DESCRIPTION CONTRACT in full detail along with a JOB PRIORITY LIST posted in each work area for transparency.
Remember, if the owner steps in to do an Employee’s job for even a lunch hour, then they are to follow the same rules that are in that Employees Job Description Contract. If the owner does not follow the specific rules laid out for each job there will most definitely be some sort of blowback by the employees.
Here are a few common Job Priorities of a Customer Service Representative:
- Have All Scripts Prepared Before Answering the Telephones.
- Answering the Telephone – Selling and Scheduling Calls.
- Making Quality Customer Follow-Up Calls.
- Rescheduling or Delaying Calls.
- Sending Out Thank You Cards to Customers.
- Scheduling Pre-Paid Service Agreements.
- Performing Opportunity Follow-Up Calls.
- Paperwork and Filing Service Tickets.
Once you have outlined the rules, you can begin to map out the organization, starting at the top with the Owner or Board of Directors. I have included a link to one of our very first organizational charts, giving you an idea, some of our thought processes at the time. You can see that the chart does not have too much detail, and Joe and I wore many of the hats until we could hire someone. Over the years, this chart became much larger. We began using a whiteboard to map it out, with so many more hats and many more employees.
Please note that even though there were two owners at our company, there was only one CEO: Joe. This is because there can only be one quarterback on the field at a time, and ultimately Joe was accountable for the decisions made on the field. If at any time I felt he was not doing his job, then we would have hired someone else.