This document discusses the importance of creating working procedures for businesses. It notes that big businesses, franchise businesses, and small businesses that fail thrive all have or lack working procedures. The goal of working procedures is to eliminate randomness and inefficiency so that processes are predictable, professional, and can be taught to others. It encourages writing down step-by-step procedures for common tasks like answering phones so that customer service is consistent. Documenting procedures for all regularly occurring tasks can help streamline operations and solve problems that occur repeatedly. Starting with just a few key procedures is recommended.

1. Link Profit System Training
Working Procedures

2. Link Profit System Training
What Have We Covered Thus Far
• Strategic Objective – Were we would like to
get to in whatever we are doing
• Principles – The Overlying Mental Models We
follow

3. Link Profit System Training
The Goal
• To be able to clone good

4. Link Profit System Training
This Lesson is Important
• This is the ‘how’ we will do what we do
• The goal of working procedure:
– We have to be able to teach this to someone just
off the street

5. Link Profit System Training
Big Businesses
• Have working Procedures

6. Link Profit System Training
Small Businesses
• Fail to create working procedures
• Every day is a new day

7. Link Profit System Training
Franchise Businesses
• Is literally working procedures of a business
• Because owners follow the procedure
– McDonalds in Malaysia is the basically the same in
America

8. Link Profit System Training
You Have to Eliminate Randomness
• You have to have predictable results
• Randomness will kill you
– Too much time and energy will be wasted

9. Link Profit System Training
When You Write Steps
• Makes everything more professional
– The people who see things written down, they will
know things will be professional
• Everyone will do a process the same, best way.
This means efficiency
– The efficiency will lead to something amazing

10. Link Profit System Training
Organic Process
• Is a process that is not written down.
– It will be different every time

11. Link Profit System Training
Mechanical
• Written Down, solid and unchanging

12. Link Profit System Training
System
• Remember, everything is a system
– The component
– Or the end result
• Unmanaged systems, create random results

13. Link Profit System Training
Working Procedures
• Starbucks
– A Starbucks branch will make follow the same
procedure to make each type of coffee
– No matter where in the world
– How did they do that?

14. Link Profit System Training
You Have to Start Writing
• What are the daily actions that you do that
you are looking for someone else to do
– For example: Answering the Telephone for
Customers
• After answering the phone 100s of times, you
no longer would like to do it

15. Link Profit System Training
No Working Procedure• Customer calls
• Representative is in ‘ok’ mood
• Answer the customer harshly
• The frustrated customer asks a question, the representative doesn’t know what it is
• They put the customer on hold for 10 minutes looking for others to answer
• They interrupt the different people in the office trying to find the answer
• They find the answer
• The customer is frustrated and not happy with service
• The representative writes nothing down.
• The same problem happens with another representative
• No improvement
• Problem happens over and over again, more and more frustrated customers

16. Link Profit System Training
You Start Writing Down The Procedure
• 1. You answer the phone with a smile
• 2. You say the company name
• 3. If it’s a complaint, it forward to complaint department
• 4. If it’s a sale, it is forward to sales department
• 5. If it’s a general question, you have a F.A.Q. that will cover 95% of
questions – and answer
• 6. If 5% of questions you never heard of, you ask xyz manager
• 7. After call, add the new question into the F.A.Q. so someone else
can answer it
• Happy customer

17. Link Profit System Training
How Long Did It Take to Create a Process to answer the Phone?
• 1 hour?
– The process will pay off for years and years

18. Link Profit System Training
Now You Can Document Everything
• Document how reporting of analytics
• Document how to update the website
• Document how to answer emails
• Document how to solve problems
• Essentially document anything you or your
staff are doing over and over again.

19. Link Profit System Training
Start Documenting the 3 Biggest Problems
• Of each part of your life and business
• Start creating working procedures to clear
them
• Remember, most systems work
• You just have to tweak the

20. Link Profit System Training
After you do 3
• Create 10 more procedures
• The goal is to eliminate all past and future
problems
– And have a procedure to deal with the problems
of having problems

21. Link Profit System Training
Eliminate Daily Annoyances
• By having working procedures for you and
others to deal with them

22. Link Profit System Training
Very Important
• Don’t feel the obligation to do all the work
procedures
• Have others see this video and let them create
the working procedures with/for you

23. Link Profit System Training
To Do: Start Small
• Create the 3 working procedures of the things
that are causing you problems in your life
– Stay alert to those problems
– Usually what happens is we are used to the problem
that we don’t even realize they are problems
• Have fun with this, this is the start to really
creating systems in your life, in sha Allah