About Adi Klevit: Adi is the leader and visionary of Business Success Consulting Group. Her twenty-five years of knowledge and experience as a trained Industrial Engineer, management consultant, and business executive give her a unique understanding of the challenges businesses face. Adi utilizes her practical know-how and wisdom to help organizations and companies of any size dramatically improve their efficiency and performance. By leveraging her ability to understand business processes as well as people and drawing on her high-caliber skills in vital areas of personnel management, finance, and operations, Adi can help virtually any business owner achieve their goals and bring order to their lives. Check out the latest episode of our Conversational Selling podcast to learn more about Adi.
In this episode, Nancy and Adi discuss the following:
- The importance of well-documented processes
- The process of mapping and documenting client processes
- Identifying pain points that signal the need for process documentation.
- The impact of documented processes on business efficiency and growth
- The role of process documentation in employee training and retention
- Adi’s unique team approach and company scaling
Key Takeaways:
- You will be surprised how many growing companies do not have processes and procedures in place.
- The adaptability that you have to have doesn’t mean the processes are bad.
- Don’t be afraid to start process documentation. Just start doing it. Don’t make it complex.
“The first thing that we do is we make sure that they have the mindset that processes and procedures will be used throughout the company. That’s number one. Number two is that we have to make sure that the documented procedures and processes are accessible and written in such a format that everybody can follow them. So that’s very important because if they are stored somewhere, nobody knows where it’s very hard to follow and implement them. Then, we have a rollout process. It’s a five-step rollout process, very specific, that intends to train everybody on those procedures and also make sure that there is buy-in and that every person understands the importance of having those processes documented. The next step after that is ensuring those processes are being utilized and used in day-to-day management. In terms of what we also do, we ensure that there are regular reviews of those processes and that regular review is either driven by time.” – ADI
“I think what sets us apart is that we have a strong team. And my idea is that you know, I can’t be a solo practitioner. I have a team—a team of writers, a team of consultants, marketing, and sales. You know, I feel like I need to walk the walk, not just talk the talk, right? And I managed to scale my company. I managed to increase it, to make it bigger. All of that allows us to take on more and more clients, and we continually improve our own processes. We want to deliver a great product for our clients, and we do. So that is pretty unique.” – ADI
“You know, I think it’s important to have well-documented processes and procedures that all follow. I think that is extremely important. It’s something that people should look at, and having somebody do it for you is going to make a huge difference. Because, as one of my clients just said—and again, you can also watch her video on our website—she said if she tried to do it herself, she would still be on procedure number four. And, you know, I hear it over and over again. So, in terms of expediting things and increasing the organization, I recommend that you document your processes and procedures. And if you need help, contact us.” – ADI.
“Processes and procedures are not boring; they can actually be pretty exciting because they give you freedom, you know? That’s another truism—it does give you freedom. And people sometimes think that it’s restrictive, especially creative people. They might think that having processes and procedures is a restrictive activity, but the truth is, it’s not. Because if you don’t have your processes and procedures well-documented, that’s restrictive because then you have to reinvent the wheel every single time.” – ADI
Connect with Adi Klevit:
- LinkedIn:https://www.linkedin.com/in/adiklevit/
- Business Success Consulting Group: https://bizsuccesscg.com/
Try Our Proven, 3-Step System, Guaranteeing Accountability and Transparency that Drives RESULTS by clicking on this link: https://oneofakindsales.com/call-center-in-a-box/
Connect with Nancy Calabrese:
- Twitter:https://twitter.com/oneofakindsales
- Facebook:https://www.facebook.com/One-Of-A-Kind-Sales-304978633264832/
- Website:https://oneofakindsales.com
- Phone: 908-879-2911
- LinkedIn: https://www.linkedin.com/in/ncalabrese/
- Email: leads@oneofakindsales.com
Transcript
Voiceover: You’re listening to The Conversational Selling Podcast with Nancy Calabrese.
Nancy Calabrese: Hi, it’s Nancy Calabrese, and it’s time again for Conversational selling – the podcast where sales leaders and business experts share what’s going on in sales and marketing today and it always starts with the human conversation. Today we’re speaking with Adi Klevit, CEO and founder of Business Success Consulting Group where they identify, create and document processes and procedures so the business can grow and scale. Adi’s 25 years of knowledge and experience as a trained industrial engineer, management consultant, and business executive give her a unique understanding of the challenges businesses face. Adi utilizes her practical know -how and wisdom to successfully help organizations and companies of any size dramatically improve their efficiency and performance. And finally, Adi can help virtually any business owner achieve their goals and bring order to their lives. Welcome to the show Adi, let’s get started.
Adi Klevit: Yes! Thank you, Nancy, I’m so happy to be here! [1:23]
Nancy Calabrese: Yeah, I mean, I love being on your podcast, so I couldn’t wait for us to do this. And, you know, I want to talk about your specialty and the importance of having systems in place and a process. I guess for starters, do you find many companies don’t have that in place?
Adi Klevit: You know, it, yeah, that is, that is the case. You know, we work with fast growing companies at the lacking consistency, and you will be surprised how many do not have those processes and procedures in place. [2:00]
Nancy Calabrese: Wow, you know, I’m really shocked and I know it’s important, right? Documentation, implementation. And so, describe how it’s important for all of us to have that.
Adi Klevit: Well, yeah, I mean, you know, if you think about it, look at a company, if they are growing, they’re adding more personnel, they are selling more, et cetera, and they don’t have the systems to support it, I mean, that can create problems. [2:30]
Nancy Calabrese: Right. I mean, do you find that the systems are the same from company to company or do they vary?
Adi Klevit: You know, there are basic systems that are very similar in terms of they all have to have HR systems. They all have to have cell systems, right? I mean, you are the expert at that. They all have to have marketing operations, quality control. There are definitely systems that are very similar, but the content can be different. [3:02]
Nancy Calabrese: Okay, and like how do you create the content then? When you engage a client, for instance, how do you take them through the process?
Adi Klevit: That’s a great question. So, what we do is the first thing that we do is we need to process map, basically create a map of all the processes that they have. So, we map their processes and then we decide where we’re going to start. Now we always like to start with the area that will give us the biggest return on investment. And that area, return investment, I judge it in terms of, or we qualify it in terms of. Of course, it’s money but it’s also maybe time that you are getting back. Maybe it’s…You know, like you have an employee that is coming on and you don’t have a way to train them. And if you had return on investment, you’ll be able to train them faster. And then they are not, they’re going to be able to stay longer. So, employee retention, it can be return on investment in terms of risk mitigation, whatever it is. Right. So, we decide where we’re going to start. And then what we do, we schedule a weekly meeting where we are going through the processes that we mapped and we extract information from each and every client, sorry, from each and every department or basically the processes that we want to document. We extract the information and then we write it. And then we provide it to the subject matter experts so they can review it, they can see, they can give us their opinion and anything that needs to be edited and then we repeat it until we have all the processes documented. Now we also help with process improvement and then we basically help the company to make sure that the processes are followed by all. [5:04]
Nancy Calabrese: Okay, how do you do that? How do you know it’s going to be consistently done?
Adi Klevit: Right, so we guide the company through it, right? So, the first thing that we do is we make sure that they have the mindset that processes and procedures are going to be used throughout the company. That’s number one. Number two is we have to make sure that the procedures, processes that were documented are accessible and are written in such a format that everybody can follow them. So that’s very important because if they are stored somewhere that nobody knows where, it’s very hard to follow them and it’s very hard to get them implemented. Then we have a rollout process. It’s actually a five -step rollout process, very specific, that intends to train everybody on those procedures and also make sure that there is buying, and every person really understands the importance of having those processes documented. The next step after that is we make sure those processes are actually being utilized and used in day -to -day management. And then we also ensure that those.
Nancy Calabrese: And how do you have to ensure that heavy? Sorry about that.
Adi Klevit: Good question but let me just say that like in terms of what we also do, we ensure that there is regular reviews of those processes and that regular review is either driven by time. So, every so often, like every six months, every year, every quarter, those processes are being reviewed or it’s driven by event if there are any changes, and those processes need to be changed. So, to answer your question on how we ensure that there is utilization of those processes. So whenever there are issues that happen in a company, we handle it by, you know, it’s always a people problem, a process problem or both, right? So, we guide the company and the stakeholders or the main stakeholders on how to identify whether it’s a issue, it’s a people problem, a process problem or both, and what steps to take in order to remedy what is happening. That’s one example. [7:15]
Nancy Calabrese: Okay, wow. I guess, you know, what I’m thinking as you’re speaking is what are some of the pain points companies are experiencing that let you know that they need your services?
Adi Klevit: Yeah. So, it’s a very good question. So, let’s say they are expanding. Okay. And they’re hiring people and let’s say, you know, you work with salespeople. So, let’s say it’s a construction company and then now hiring an estimator. Like the owner has been wearing that estimator hat and they go, okay, now I’m going to hire somebody new, but I don’t know what to do with them. I don’t know how to train them. I don’t know how, you know, how we’re going to explain to them everything that they need to be doing. Like, for example, I have a client right now that is hiring a project manager for the first time. He’s been being the project manager, but how do we actually teach the project manager what they need to do? So, we had to document everything and then train the project manager on how to do that work. So that, that is an example. [8:25]
Nancy Calabrese: Okay, wow. How long does it typically take for a company, for the light bulb to go off when you create all of these systems, then it’s running smoothly?
Adi Klevit: I think it’s pretty fast because the more order you put in, the more aha moments they will have in terms of the light bulb. Like, wow, yeah, that works. We need to put more and more order. So I think it can be pretty immediate. [8:55]
Nancy Calabrese: Yeah. How did you get involved in this? What piqued your interest in doing this kind of work?
Adi Klevit: When I was deciding on my major in college, I look at different options. And the thing that really interested me when I chose industrial engineering, it was the fact that it was a combination of science, which I was really good at, but also understanding human nature and helping people be more productive, more efficient, and increase basic productivity and efficiency. And that really interested me because I wanted to know how I can help people. I wanted to increase their success, and I wanted to combine also science and do something that has a good methodology to it. [9:47]
Nancy Calabrese: Wow. And you say that you can virtually help any kind of business in any industry. Do you do more work in one industry over another?
Adi Klevit: We’re pretty industry agnostic, so we have clients all over. We have clients that are in the trades. We have clients that are in manufacturing, professional services, even retail. So constructions, private practices, so definitely a variety. [10:20]
Nancy Calabrese: Wow. And do you do this nationwide or throughout the world?
Adi Klevit: I do it throughout the world as a matter of fact, I mean, definitely nationwide and also throughout the world. We have clients in the UK, clients in Australia. [10:35]
Nancy Calabrese: Wow, far reach, that is you. So, what is your unique idea that is different and sets you apart in your industry?
Adi Klevit: It’s a tough question in terms of, because I don’t know what other people, I mean, I know what I know about my us. And I think what sets us apart is that we have a strong team. And my idea is that, you know, I can’t be a solo practitioner. I have a team, I have a team of writers, I have a team of consultants, I have marketing sales. You know, I feel like I need to walk the walk, you know, not just talk the talk, right? And I managed to scale my company. I managed to increase it. I make it to make it bigger. I, we all that allows us to take more and more clients and we always improve, improve our own processes. We want to deliver a great product for our clients, and we do. So that is pretty unique. [11:41]
Nancy Calabrese: Wow, yeah, I would think so. And is there a story that you think the audience would find interesting?
Adi Klevit: Of course, you know, we have many case studies, like for instance, a client, if you want to look at the actual videos, you can go to our, on my LinkedIn, Adik Levit, if you look me up, there are plenty of testimonial videos in the clients onwards and it’s testimonials from the clients. Yeah, so one of the stories there is of a client that was able to sell his company for two times of what it was worth because he had well -documented processes and procedures. Another story is of a client that was able to reduce the onboarding time of new customer service representatives by 75 % because he had training materials. [12:33]
Nancy Calabrese: Wow.
Adi Klevit: Yeah, I know. There is another one of a client that was able to grow his company and was actually able to take a vacation for, he wasn’t able to take a vacation for so long and he was able to. Even today, I was talking to a client, and he was freaking out because he’s going to be two weeks with no phone in a retreat and no computer and no ability to communicate to his team. And, you know, they have great documented processes. His team. We really train them that it’s followed by all and ask them the questions. Okay. I understand you’re freaking out but tell me one specific thing that will happen that you anticipate that can happen while you’re gone. And he looked and he looked, and he looked, and he goes, nothing. It’s all going to be just fine. Nothing bad will happen. I can just leave. And that was amazing. That was an amazing win because three years ago it would have happened. [13:33]
Nancy Calabrese: Yeah, you know, it’s funny. I remember the first year I was able to take a vacation. It is freeing, right? You feel like, yes, I finally got there. But for years, you know, many years ago, I never took a vacation and didn’t work. So, I know that feeling. I mean, is there anything in particular you would like me to spotlight?
Adi Klevit: You know, I think it’s the importance of actually having well -documented processes and procedures that are followed by all. I think that is extremely important. It’s something that people should definitely look at and that doing it, having somebody do it for you is definitely going to make a huge difference. Because as one of my clients just said, and again, you can also watch her video on words. She said if she was actually trying to do it herself, she would still be on procedure number four. And, you know, and I hear it over and over again is so in terms of expediting things, in terms of increasing the organization, definitely recommend that you document your processes and procedures. And if you need help, contact us. [14:53]
Nancy Calabrese: Yep. Wow, yeah, you know, it’s always a good idea to engage with an expert in whatever you need to have done. I’m a big believer in outsourcing, as you know. So, what’s a fun fact about you that the audience should know?
Adi Klevit: You know, I am, I love the outdoors. I live in the Pacific Northwest, love the outdoors. I think it’s, it’s so important to balance, you know, activity, being active and going out and have your space, have your time. And I just love doing that. And I get my brightest and best ideas when I’m actually on a hike, when I’m outside. So, I love that. [15:44]
Nancy Calabrese: Do you bring a recorder with you, so you record it when it comes to you?
Adi Klevit: You know, it’s actually a great idea, I should. Well, I have my phone, so yes, but I think it’s a different thing. Yeah.
Nancy Calabrese: You know, it’s so funny, you know, now I’m hating myself because I used to have a recorder next to my, on my nightstand. If I couldn’t sleep and I thought of something, I would like talk to it. And it always at least reminded me of the idea because then I go to sleep and forget it. So now we have fun.
Adi Klevit: You know, that’s a great, yeah, I heard it from different people, and I think it’s definitely a great, great idea.
Nancy Calabrese: Yeah, yeah. So, tell me something that’s true that almost nobody agrees with you on.
Adi Klevit: that processes and procedures are not a boring activity, that it actually can be pretty exciting. [16:43]
Nancy Calabrese: Okay. How so?
Adi Klevit: Because it gives you freedom, you know? That’s another truism, it does give you freedom. And people think that sometimes it’s restrictive, especially people that are creative, they might think that having processes and procedures is a restrictive activity. But the truth is, it’s not. Because if you don’t have your processes and procedures well documented, that’s restrictive because then you have to reinvent the wheel every single time. [17:13]
Nancy Calabrese: Yeah, true. What about our personal lives? Do you recommend having that for our personal lives?
Adi Klevit: I’m a firm believer in it. What about you? What do you think?
Nancy Calabrese: Well, you know, I think we’re all creatures of habit and I think it’s more in my head than documented.
Adi Klevit: Yeah, I mean, that’s why I tell people it’s like you, yeah, it is in your head, but you do it. Like I tell people, you know, you all have a process. You know, when you wake up in the morning and you make tea or drink water or make coffee, you know, there are not a lot of people that will vary it every single day. They probably have their process, right? I mean, when you go grocery shopping, you have your process. You know, even if you go online, you know, you go, I’ll start with this and this and that, or even the processes go to you. You know, shopping cart online. I mean, we select everything that you want and then add additional things, whatever it is. It’s a process. Now, you know, you must have, I mean, like everything in life, you shouldn’t do anything to excess. Right. I mean, you know, I’m not talking here about being like obsessive with order. And if something, see, that’s the thing. If something, let’s say it goes wrong, then, then you just freak out and you can move on. No, you must flow with it. Okay. So, you have a process of doing so. Let’s say you have a process of making coffee, but your coffee machine is broken. So don’t freak out about it. Go to your coffee shop down the street and buy coffee and then go fix it or buy a new one. So, it’s that adaptability that you have to have, but it doesn’t mean the processes are bad, right? I mean, for me, I know that I say, I want time to do the things that I like, right? I want time to read books. I want time to volunteer in the community. I want time to go outdoors but I want also time to complete all my tasks. And what I find is that I can cut down time by having processes. [19:07]
Nancy Calabrese: Wow, wow, I totally agree with you. You know, we’re up in time and let me ask you one final question. What is one takeaway you’d like to leave the audience with?
Adi Klevit: that don’t be afraid from starting process documentation. Just start doing it. Don’t make it complex. Don’t make it like something that you have to wait one day. You will get to it just right now. Sit down in front of your computer. Find something that you are going, okay, I want to now document my sales process and write a few steps on how you sell. That is your sales process and call Nancy, of course, so she can help you with the sales process. But you know, you can definitely.
Nancy Calabrese: And if I can’t answer that, I’m going to refer you to Adi.
Adi Klevit: That’s right. So, we’re all going to collaborate here, but it’s true. You know, just start, do something, you know, don’t go into this analysis paralysis thing because it just doesn’t work. [20:07]
Nancy Calabrese: I agree. Listen, folks, listen to this lady. So, for any of you out there that are frustrated because you don’t know how to train or as Adi mentioned, you know, you have a new employee, you’re switching roles and you don’t have a system in place, really take advantage of Adi’s expertise. She’ll get your business straight. And if you have any issues on a personal level, she can help you with that. So, Adi, thanks so much for spending time with us today. In the future, perhaps you can come back, and we can expand on this. And for everyone out there, make it an awesome systems day. And by the way, a sales day too. We’ll see you next time. [20:58]
