Service Businesses Case Study
Marie Management has helped 32 service entrepreneurs with for-profit companies across 6 states with operational systems and strategies. As a result, 30% of the company's new earnings from scaling were contributed to adding philanthropic arms of their own to the business model through a corporate responsibility program or nonprofit with us.
Service Business Problems
Problem #1 Owner Balance: Service Based Company Owners are often guilty of over working in the business and transitioning that stress to the company, its staff and clientele. Often we found that the systems of the business were non-existent because the owner spends more time in the business and not on the business. Service Based Companies require leadership from the owner and a business structure that allows everyone to thrive both collectively and together.
Problem #2 Delegation & Outsourcing: Service Based Company Owners are not able to increase revenue, income streams and scale within their markets because one person is still completing all business and management tasks beyond the necessary development stage. Business Owners have to spend time determining what needs to be done, releasing power and control in order to get it done by someone that possesses the skills to complete it that does not require a learning curve.
Problem #3 Internal Infrastructure: Service Based Companies seldom possess thorough operating systems across the business that create consistent capacity. Internal Infrastructure for service based businesses consist of systems for documentation storing and distributing, human resources, marketing, advertising, compliance, fee schedules, financial management, contract storage etc. Service Business owners avoid completing these steps, systems and structural necessities because they are caught up daily in offering/providing the services themselves.
- Mechanical Companies streamlined their internal systems, built cross-functional operations and trained both internal and contracted staff to deliver exceptional services.
- Cleaning & Maintenance Companies developed management systems, human resources best practices implementation, automations and internal system integrations.
- Distribution & Supply Chain Companies diversified revenue streams, completed business model development for expansions and implemented training procedures.
- Waste & Recycling Management Companies automated technological systems and strategically involved new structural processes, policies and procedures for scaling.
Identify the Ways Marie Management Can Solve Your Problems As a Service Business Entrepreneur
After an initial assessment, audit, strategic plan development and consulting all inefficient processes, existing technology systems and operating management systems required solutions in the following areas:
- Customer Knowledge: Rather the service business is identifying its customer by the user, the buyer or the founder it needs to be determined which approach will be targeted. Understanding their needs, developing relationships with them and managing various customers where they are is priority for service based businesses.
- Product & Program Knowledge: It is imperative to understand what the business is selling just as much as it understands how it's selling it. Goals, outcomes, results and impact must provide the customer a complete perspective on the services provided.
- Outcome and Experience Measurement: Service businesses must separate the what from the how of their programs, products and services in order to establish measuring tools and KPIs.
- Customer Management: Managing the customer from point of contact to the final contact with operating systems, marketing, advertising and communication systems.
- Real Time Service Maintenance: Being able to put off or delay customer needs or wants is not an option in the service business. Managing capacity and creating an appropriate company culture where customers are serviced according to standards in real time is crucial to business survival.
- Coordination: Service businesses require an integration of all internal and external capacity in order to manage systems like human resources, marketing, advertising and team management. Service businesses are required to do these activities and then deliver the services of the business in real time unlike many other industries.
- Separating Operational Decisions From Business Success: Business success is related to the steps taken to satisfy and retain existing customers, new customers, new markets, profit earnings and reduced costs. Business Operations is the management of those activities and all other company departments daily.
Service Industry Businesses scale to invest their profits in programs that provide services to vulnerable populations.
With these implemented solutions our Service Industry companies become equipped to scale in order to implement their philanthropic arms with the following new operations and management processes in the following places:
- Human Resources Systems
- Training and Development Programs
- Management Protocols
- Policies and Procedures
- Standard Operating Procedures
- Project Management
- Customer Relations Management Systems
- POS Systems
- Financial Management System
- Marketing & Advertising System
- Communication System
- Referral Management
Upon completion of streamlining and scaling the for-profit, Marie Management consultants began to build the philanthropic arm of the entrepreneurs choice (nonprofit, non-governmental organization, philanthropic arm, corporate responsibility program, private foundation, association or trust) with the following steps:
Step 1: Organizational Structure Development
Step 2: Board & Business Network Development
Step 3: Committee Development
Step 4: Program Development
Step 5: Strategic Planning & Logic Model Development
Step 6: Fund Development
Step 7: Outreach Strategy & Development
Step 8: Department Development
Step 9: Operational Systems
Step 10: Marketing, Advertising & Sales Systems