How Deep Is Your Bench?

As a business owner, I always believed that world-class customer service and business stability go hand in hand.

Questions that I obsessed over where these: 

Who is the backup?

Who can step in if someone is on vacation?

Who can support a customer if a key employee is unavailable?

Who understands the process if the person responsible is out of the office?

In many small businesses, a few people become the go-to resource for customers, processes, and day-to-day operations. That's a sign of great employees, but it can also create issues when the business depends too heavily on any one person.

That's why I was a strong believer (OK, a bit obsessed) in cross-training and developing back-ups. 

Every role didn't need a duplicate, but every key function needed a back-up to eliminate or at least minimize disruptions.

The goal was simply to be able to continue operating smoothly regardless of who was in the office on any given day.

Today's small businesses also have more options than ever before. Fractional CFOs, COOs, contract HR administration and support, and marketing professionals who can provide expertise and leadership without the cost of a full-time executive.

They can help fill in the gaps, bring a fresh perspective, and provide support in areas where the business may not need a full-time leader.

A good organizational structure is more than just about simplifying authority and reporting relationships. It’s also about stability and continuity, especially supporting customers.

One Last Thought

Take a look at your team and ask yourself one question:

How deep is your bench?

The answer may be one of the best indicators of how well your business is positioned for growth.