G’day, guys. Hope you’re well and having a fantastic afternoon.
I’ve just been investing a huge amounts of time into a client of ours who’s looking to really scale up and we’re in the process of adding two more clinics to their current clinic to make three.
As a net result we’re doing huge amount of systemisation and making some massive changes across the board. It got me thinking a lot about the systems side of things because of the work we’ve been doing.
And I thought I’d talk to you guys really simply about the quickest, easiest and simplest ways to have systems built inside your business.
But also having ownership and accountability from your team members to do it, not just relying on the old Policies and Procedures Manual that sits on the bookshelf gathering dust.
Because no one follows it anyway. So, anyway, we’ve just been doing a heap of breakdowns on the board, the filming and that type of stuff.
And let’s be completely honest about it. No one likes doing systems and the majority of people in the health industry don’t have the proper systems in their business purely because of one of three reasons.
Either one, they don’t like it and don’t want to do it; so therefore, they just find themselves getting busy doing other things.
Or secondly, most of the time they don’t actually know how to do it effectively because they feel like they’re going to do all of this work, have all of these documents and dot points typed out that no one’s going to follow anyway. So it’s not worth it.
Or, the third reason actually is that they don’t actually know how to go about writing systems. So, just don’t do them.
And that’s what I thought I’m going to talk to you guys about now because there’s a really simple way of being able to do this.
I was always taught this. There’s a thing called 1/10/5 System.
And so rather than trying to write the system going, “All right, we’re going to answer the phone in the clinic, and we’re going to say this and say that and just do this,” and not really know how to start or finish it, that’s the beauty of a system that we have called 1/10/5.
It’s literally a system to write a system.
It works as 1/10/5 because we assume that every system has 10 steps.
I’ve done this with so many businesses where they just turn around and say, “But Jase, there’s actually 6 steps.”
I’d go, “No, no, there’s 10.”
There have to be 10. Make it 10 because it’s 1/10/5, not a 1/6/3.
What it does is it means that we start with step 1, obviously.
Then we move to step 10, then step 5.
That way, it allows us to have a start, finish and have a clear understanding of how this all flows.
And it makes it so easy to do rather than going, “Next step is this. Next step, next step.”
Because 1, that’s boring. Two, you’ll always miss things. Three, you don’t actually know where the start is and where the end is.
And so this is where I’ve got this fantastic little one-pager.
It’s called 1/10/5 Cheat Sheet.
I’ve talked with all my clients about this and seriously, you could go through and streamline and systemise everything in your business, ridiculously quick with this.
And so as a net result, we can get so much more traction in being able to scale our business, systemise in getting more leverage with team members.
And you guys can be rockstars doing more of your genius of seeing clients or managing yourself out of the business.
Whatever it is that you want to do and not get caught going, “Hey, they’re not doing it how it needs to be done,” etc.
The way it works with 1/10/5 is this.
Step 1 is quite simply what the problem looks like at the time. What is it you’re trying to solve?
Let’s say, a client finishes up a consultation and we’re going to go through and get the booking done and take payment.
So that’s the challenge of what we need to do.
And so that’s the start of the system.
Then we jump funnily enough, down to… you guessed it, step 10.
You go from 1 to 10.
And the very end, when it’s finished off and the system is done perfectly, what’s it actually look like?
That might be that the patient has paid, has rebooked in, is fully understanding of what needs to happen.
They understand the pathway, the importance of their program.
They’ve got their… any goodies or Theraband or whatever it might be.
They’re bubbly, happy, walking out, everything is done and dusted.
It’s that Elysium situation that we aim for.
And so, that’s step 10.
Then, literally all we have to do is then go, “All right, that’s 1. That’s where we start. That’s 10 where we’re going to finish.”
“What’s it look like when it’s about halfway?”
When it’s about halfway, it might be that they’ve got their next appointment booked and it’s written down on the card and handed to them.
And they’re in the process of being able to take the payment.
So, we’ve got the rebooking and the understanding of what they’re doing or when.
And now we’re going to go through and do the payment and fix up the back half of that conversation as well.
And that’s basically how a 1/10/5 works. It’s a system to write a system.
It’s really simple, really easy. Every single person can do it.
But the beautiful thing about this is you can literally use this one-page template that I have and you can write as many systems as you want.
You can print out 10 of them and write 10 systems.
The thing is this. It is so simple that anyone can do it.
I mean, heck, I did this literally, about a year and a half ago with my oldest daughter.
We did this about how to actually do it. I just wanted to test this theory.
At the time she was five and granted, I had to write it all in, but we went through and ran a 1/10/5 on how to actually get ready for school in the morning.
What she had to do and how it needed to be in regards to getting dressed in the morning, doing your teeth, having breakfast, putting your shoes on and your school bag and lunch and all that type of stuff.
And so if a five-year old can follow my system on how to write a system, then as Allied Health Professionals, we can absolutely rock this.
And it’s so easy because part 2 of this is that no one likes being told what to do, right?
How many times did you say, “Go and get this done. Clean your room.” “Do this…”
For those with kids you know what I’m saying.
It’ll be like, “Do, do, do.”
And no one likes being told that.
And it’s the same as our team members.
If you’re watching this going, “Hey, I’ve got a team of 2 or a team of 22,” it makes no difference.
The fact is, if you’re always saying, “Hey, guys, we need to do this.” “Make sure you do, do, do.” “Dot your I’s. Cross your T’s.”
It’s do, do, do and no one likes being told that.
And that’s why people feel that systems don’t get followed because the challenge is that it’s not a problem with the system. It’s actually a problem with the mentality in the first place.
The more you tell people to do, the less they want to actually follow through with that.
And so it’s about asking and not telling.
Here’s where this system actually works perfectly. You can use the system of 1/10/5 to write all systems.
You can go through and systemise this by sitting down with the team member and going through, “Let’s look to get some more effectiveness here so we know the right people are doing the right things in the right way and then we can take our good team to a great team.”
“Because we’re a good team doing some really good things.”
And we’ll use that good to great principle that Jim Collins taught us and we’re going to go from being good to great.
Part of that means we need to be more effective with our timing or we need to provide the same customer service and the customer experience, which is really important.
As a net result, we can make sure that all of us together are singing from the same playbook.
And as a net result, we’re going to get better results, more engaged clients, more effective patient outcomes and more raving fans.
Business is going to grow and everyone’s happy.
This is where you can sit down and use that mentality in those phrases in meetings with team members and put it together so that you can let them know that, “Look, they’re the ones that do a great job at this.”
“Why don’t we work together and get some of these systems written?”
You can easily go through and use my cheat sheet, my 1/10/5 Cheat Sheet.
I’ll attach it to the bottom of this as well.
You can easily go through and just grab that, rip that off, take it for free, use it and implement it.
You guys will love it.
And what you can do is you get your team members to actually write the systems for you.
Maybe you write one or two of them together because a 1/10/5 takes 2 or 3, maybe 4 minutes.
It’s so easy to do, but then they have ownership because they’re not being told, “Do, do, do.”
They’re actually now a part of the process.
They own the system.
And when people own the system, they’re accountable for them.
When was the last time you did something and made something up for yourself and then totally just let yourself down and not follow through with it?
You just don’t do that, right?
Because you won’t let yourself down.
You’re accountable to delivering and holding your integrity in getting those things forward.
It’s the same with systems.
I’ve done this literally hundreds of times with so many Allied Health businesses.
I mean we do it all the time.
We always go back to fine tuning this with all of our team members in the Kaizen Tribe.
Dozens and dozens of Allied Health Professionals that we work with every single month.
These guys do it all the time.
They know the power of it.
You can sit down with any team member, explain the 1/10/5 in 2 or 3 minutes.
But it’s very simple for you to be able to get them empowered so they can do the 1/10/5’s.
And you might then have them before you see them for the next one on one weekly meeting. Write 5 systems, so it’s just one a day using the 1/10/5 System.
Once you take them through it, it’s a pretty easy system.
And so, you’ve empowered them to work a simple system to write more systems.
And as a net result, you can literally turn around and allow them to then write multiple systems regarding maybe it’s a Type 2 Diabetes Program rollout, about how to market it…
How to put people into the course, what’s actually going on in the content, how to take payments, etc.
Maybe it’s systems to do with how to work with sporting teams and onground physiotherapy on weekends and how to do the bookings or how to chase up the coaches and do injury clinics.
It doesn’t matter.
But when you bring together all your business into all of these little sub-groups, there might be 5 or 10 different systems that need to be written.
And so as a net result, reception and admin will be empowered to write the system for the reception team.
You can have the physios or dieticians or the chiros, etc., part of that process of the customer experience.
Over a very short period of time, you can actually have your whole team write the systems you need within the business.
You’re obviously overseeing them as well and a part of that process, but they actually own them.
They own the system, so it’s not you now as the owner going, “Do, do, do.”
They actually have ownership of it. They’re accountable to delivering it.
And seriously, I’m not going to throw some BS statistic at you about how much percentage uptake of adherence to systems, etc., because no one has that data.
But I’ll tell you right now. It is ridiculously high the amount of people that then will follow the system.
Because it’s their system. They own it. They’re a part of it. They all love it.
And as a net result, you get more systems being followed massively, huge amounts of leverage, the same customer experience gets put across.
You go from a good system to great systems.
Good outcomes to great outcomes.
Good teams to great teams.
You all have each other’s back. You know how everyone else works because you’re all singing from the same playbook.
And as a net result, you have huge amounts of flow in your workplace.
Massive amounts of benefit with those types of things moving forward.
And all of that comes down to approaching it the right way, asking and engaging them in the process; not just telling them.
And secondly, having a system that actually shows them how to write a system so that everyone can do it.
They can then be empowered to take ownership and accountability of it and you guys, together, grow together, achieve so much more powerful outcomes for the client.
Your business grows.
That’s the best way to systemise your business and to actually deliver on strong systemisation for your business.
If you want the cheat sheet, just grab it from below.
Download it. Have some fun with it.
It’s a really simple process to do and learn.
I’ll give you all the details on that cheat sheet.
Print out the template and if you need 5 or 6 systems written, you can write them on different pages.
Pen and paper works great.
Take a picture and get your VA to type it up or whoever’s doing it.
That’s a video for another time about all of the leverage points about the business.
But hey, 1/10/5 – simplest way to get systems written.
Simplified. Easy. Adherence. Compliance and massive amounts of growth flow for the business and better patient outcomes.
Everyone has fun. Everyone owns it. And it’s as simple as that.
1/10/5. Grab the details below and I’ll be talking to you guys again very soon.