To Do More, Find Ways to Do Less – 2/9/16 TOW


“I have too much to do and not enough time to do it.”

“I can never get anything done.”

“They keep adding things to my plate, but they never take anything away.”

I’m sure most everyone reading this tip has said something similar at some point in their work lives. We are asked to do more and more and more, and at some point the quality suffers, or we work ridiculous hours, or we can’t get it all done, or we burn out.

Often, we can’t control what we’re assigned by others to do, so how do we do more? Start by asking yourself: “How can I do less?”

Leverage Technology – About one year ago, I bought a new computer/tablet to replace my 7-year old lap top. Instantly programs loaded more quickly, information linked together more smoothly, technical issues virtually disappeared, and now I use almost NO PAPER – leveraging technology made me more productive.

Stop What You’re Doing – I periodically ask myself – what if I stop doing this? Would anyone care? Too often, people generate reports, track worked hours or productivity or quality statistics that – today – are no longer meaningful or even read. At least once a quarter, look at the data you collect and the reports you generate, and question whether they need to continue.

Reduce the Excess – When CSS started 18 years ago, we spent hours creating these gorgeous 20-page proposals for relatively small projects. Over the years, we moved to 6-page proposals and then 4-page approach documents. Now we do a great deal of 1-2 page Price Quotes. Customers don’t have time to read large documents, so why should we give them something they don’t want? When you’re designing documentation for customers, find out how they’d prefer to receive information and what information is truly important to them. Design it that way, and get rid of the documentation excess.

Don’t Create from Scratch – For years, I’ve been a proponent of replicating (but personalizing/customizing) e-mails. You can be so much more productive/professional if you don’t create everything from scratch.

Get Information in a Productive Format – Finally, get people to give you information in a standardized manner – we provide our mystery shoppers with very specific templates so we can focus on the content of what they found rather than the structure of HOW they provided their analysis to us. Use forms, templates, and clear/specific questions to have people submit information in a way that’s most useful and productive.

To do more, find ways to do less. Build your own customer service capacity.

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