Prior to my entrepreneurial journey, I harbored the belief that the majority of businesspeople were fundamentally dishonest. This notion was even reinforced by my friends who warned me against starting a business, arguing that it would turn me “deceptive and ethically dubious.” 

This is not surprising considering our shared experiences of being victims of unjust business practices – concealed fees, exorbitant charges, or subpar customer service.

However, this viewpoint changed dramatically when I started my own business. I came to realize that it’s not that business people are inherently unethical; it’s more that they are routinely misinformed. 

Only a handful of entrepreneurs actually begin with the motive to deceive their customers. Most aim to effect a positive change in the world, while also turning a profit. 

Therefore, the most underestimated strategy to scale your business is enhancing the flow of information.

The Transformative Power of Information Flow and Efficient Management Practices

While this solution might not seem glamorous, and that’s probably why it’s frequently overlooked by many businesses. As a business proprietor, you are balancing a multitude of tasks and often lack the capacity to scrutinize every detail of the business. 

As businesses grow, the founders inevitably become more distant from the daily operations.

However, through my interactions with numerous small and medium-sized business owners, I have learned that many of these business leaders genuinely value their customers. 

They would stop at nothing to resolve a customer’s complaint, provided they were aware of it. The issue lies in the deficient flow of information to these decision-makers.

While it’s impractical for a business owner or director to keep an eye on every customer interaction, there exists a solution. You can efficiently manage every aspect of your business, even while on a break.

Implementing KPIs and NPS to Drive Growth and Customer Satisfaction

The strategy is straightforward: quantify everything and construct a dashboard. Select two or three key performance indicators (KPIs) for each department that indicate its well-being. 

Across the entire organization, you should have about 10 to 12 KPIs. Regularly review these metrics, and if any fall below a certain threshold, delve deeper.

Just like monitoring your blood pressure for health reasons, these numbers provide a lucid snapshot of your company’s health. If everything is within a normal range, you can relax and enjoy your break. If something is amiss, you know it’s time to step in.

This approach can be employed in every department, including customer service. Gauge customer satisfaction through a Net Promoter Score (NPS), a single-question survey that you can send to your customers regularly. 

This score can be included in your dashboard, offering a clear indication of your levels of customer satisfaction.

Remember, each data point you collect is a reflection of a customer’s voice. Just one metric can highlight an issue that might have otherwise slipped under the radar. Therefore, never underestimate the power of a well-structured dashboard. 

By maintaining a close watch on these figures, you can ensure your business stays on track for continuous growth and success, even when you’re not physically present.

Importantly, the Net Promoter Score (NPS) is a globally recognized framework, enabling you to find benchmarks for your industry online. For instance, if you’re operating in the finance sector, an NPS above 44 would be considered healthy. If your NPS falls below this, it’s a signal that something could be wrong, and it’s time to investigate.

Driving Business Success Through Informed Decision-Making and Empowered Teams

When your numbers don’t add up, it’s time to delve deeper. Let’s consider the case of Starbucks, which received negative feedback about long waiting times in queues. 

This feedback prompted the launch of a mobile ordering feature, allowing customers to place orders in advance via the Starbucks mobile app, and pick them up without having to queue. 

This not only improved customer satisfaction but also increased revenue. Thus, increasing the flow of information within the company can directly impact your bottom line.

Furthermore, it’s important to remember that information should flow both ways. Many businesses extract insights from frontline departments but fail to feed information back to them. 

Often, team members are unaware of the company’s strategy, direction, or even health, which leaves them feeling disconnected from their work.

Think of it like this: your employees are passengers on a bus that you’re driving, but they have no idea where you’re heading or how far along the journey they are. By providing more information – sharing business strategies and metrics, for instance – you empower your team. 

Understanding the bigger picture enables them to track their own progress as well as that of the company. It gives their work purpose and imbues it with meaning. 

This not only translates into better customer service but also takes some pressure off you, as the team can make decisions on behalf of the company. It’s like giving them a map so they can help navigate the journey. 

This sense of ownership benefits everyone.

Additionally, insights can lead to the development of new products or services. While a founder’s main priority is often cash flow – how to generate or raise more – most businesses neglect the idea of building an information system because it doesn’t sound exciting. 

But what if I told you that customer feedback could lead to revenue growth and breakthroughs?

For example, Airbnb received feedback from guests expressing concerns about the accuracy and reliability of listings. In response, Airbnb introduced enhanced host verification measures, including identity verification, improved property descriptions, and stricter quality standards. 

This instilled greater confidence and trust among guests and improved their business.

In the end, growing a business without burning out isn’t just about working harder; it’s about working smarter. 

By improving the flow of information and keeping a pulse on crucial metrics, you can ensure your business operates smoothly while you maintain a healthy work-life balance.