WEBVTT
00:00:00.719 --> 00:00:02.799
Welcome back to the 10 Minute Advantage.
00:00:02.879 --> 00:00:04.080
I'm Robert Coles.
00:00:04.160 --> 00:00:11.759
And today I want to talk about one of the most expensive habits in business: solving the same problem over and over again.
00:00:12.080 --> 00:00:14.160
Something goes wrong, you fix it.
00:00:14.320 --> 00:00:16.640
A customer has a question, you answer it.
00:00:16.800 --> 00:00:19.839
An employee doesn't know what to do, you explain it.
00:00:20.000 --> 00:00:28.079
A report needs to be created, you figure out how to build it, an order gets messed up, you jump in and straighten everything out.
00:00:28.559 --> 00:00:32.960
And then three days later, the exact same thing happens again.
00:00:33.200 --> 00:00:34.560
So you fix it again.
00:00:34.799 --> 00:00:41.359
And because you're good at problem solving, you might not even recognize that this is a problem.
00:00:42.159 --> 00:00:43.520
You just handle it.
00:00:43.759 --> 00:00:50.000
But eventually, your entire workday becomes a collection of problems you've already solved before.
00:00:50.240 --> 00:00:52.240
And that's exhausting.
00:00:52.479 --> 00:00:55.119
More importantly, it doesn't scale.
00:00:55.439 --> 00:00:58.240
Here's the idea that I want you to remember today.
00:00:58.560 --> 00:01:01.920
Systems solve tomorrow's problems today.
00:01:02.479 --> 00:01:09.200
When you solve a recurring problem, your job shouldn't simply be to make the problem disappear.
00:01:09.519 --> 00:01:16.239
Your job should be to ask, how do I make sure we don't have to solve this problem from scratch again?
00:01:16.640 --> 00:01:19.200
That question changes everything.
00:01:19.439 --> 00:01:22.239
Let's use a simple example.
00:01:22.560 --> 00:01:28.239
Imagine customers regularly email your business asking how to reset their password.
00:01:28.480 --> 00:01:31.599
Now you can answer every email individually.
00:01:31.760 --> 00:01:33.760
Maybe it only takes two minutes.
00:01:33.920 --> 00:01:35.840
That doesn't sound terrible.
00:01:36.079 --> 00:01:39.920
But if you get that question 20 times a month, that's 40 minutes.
00:01:40.159 --> 00:01:43.599
Over a year, that's eight hours spent answering one question.
00:01:43.760 --> 00:01:45.599
And that's just one question.
00:01:45.840 --> 00:01:51.599
Now imagine dozens of these little repetitive tasks happening throughout your business.
00:01:51.840 --> 00:01:52.959
Where's my invoice?
00:01:53.120 --> 00:01:54.719
How do I schedule an appointment?
00:01:54.879 --> 00:01:56.640
What happens after I place an order?
00:01:56.799 --> 00:01:58.079
How do I submit this form?
00:01:58.239 --> 00:01:59.359
Where is that file?
00:01:59.599 --> 00:02:01.040
What do I do when this happens?
00:02:01.200 --> 00:02:02.319
Who approves this?
00:02:02.560 --> 00:02:04.560
How do I create that report?
00:02:04.879 --> 00:02:08.560
None of these individually destroy your productivity.
00:02:08.800 --> 00:02:11.199
Together, they absolutely can.
00:02:11.599 --> 00:02:16.639
So instead of answering the password question for the 20th time, create a help article.
00:02:16.879 --> 00:02:21.360
Instead of explaining the report process again, record a five-minute loom.
00:02:21.759 --> 00:02:26.960
Instead of answering the same customer question every week, add it to your FAQ.
00:02:27.520 --> 00:02:35.199
Instead of telling employees how to handle a situation every time it happens, create a simple checklist.
00:02:35.759 --> 00:02:37.599
That's what systems do.
00:02:37.840 --> 00:02:40.240
They capture a solution.
00:02:40.560 --> 00:02:43.759
And then they make that solution reusable.
00:02:44.080 --> 00:02:51.360
I think one reason small businesses resist systems is because the word itself sounds complicated.
00:02:51.840 --> 00:03:03.439
When people hear business systems, they imagine flow charts, expensive software, consultants, giant operations manuals, and hundreds of pages of documentation.
00:03:03.840 --> 00:03:05.840
It doesn't have to be any of that.
00:03:06.159 --> 00:03:08.800
A system can be incredibly simple.
00:03:09.039 --> 00:03:21.759
It might just be a checklist, it might be an email template, or a saved response, or a folder structure, or a three-minute screen recording, it might be five bullet points explaining what happens next.
00:03:22.000 --> 00:03:24.240
The goal isn't complexity.
00:03:24.479 --> 00:03:26.719
The goal is consistency.
00:03:27.439 --> 00:03:40.319
You're taking something that currently requires someone to stop, think, remember, decide, and act, and turning it into something easier to repeat.
00:03:41.039 --> 00:03:45.439
Here's a practical exercise that you can try this week.
00:03:46.000 --> 00:03:49.599
Every time you encounter a problem, put it on a list.
00:03:49.840 --> 00:03:51.199
Nothing fancy.
00:03:51.439 --> 00:03:56.240
Just create a note called Problems We Keep Solving.
00:03:56.479 --> 00:03:58.319
And then pay attention.
00:03:58.639 --> 00:04:01.199
Customer asked the same question again.
00:04:01.439 --> 00:04:02.479
Write it down.
00:04:02.719 --> 00:04:05.439
Employee couldn't find a document, write it down.
00:04:05.759 --> 00:04:10.240
Had to manually fix something in your CRM, write it down.
00:04:10.639 --> 00:04:13.599
Forgot a step in your onboarding process, write it down.
00:04:13.840 --> 00:04:18.560
Spent 15 minutes figuring out how you created last month's report, write it down.
00:04:18.800 --> 00:04:21.920
Then at the end of the week, look at this list.
00:04:22.240 --> 00:04:24.399
You'll probably notice patterns.
00:04:24.560 --> 00:04:27.680
And those patterns are opportunities.
00:04:28.000 --> 00:04:31.360
For every recurring problem, ask three questions.
00:04:31.920 --> 00:04:35.680
First, can this problem be prevented?
00:04:35.920 --> 00:04:40.319
Sometimes the best system eliminates them entirely.
00:04:40.639 --> 00:04:48.079
If customers constantly ask what happens after they purchase, maybe your confirmation email isn't clear enough.
00:04:48.240 --> 00:04:49.120
Fix the email.
00:04:49.360 --> 00:04:50.639
Problem reduced.
00:04:51.040 --> 00:04:54.879
Second, can the solution be documented?
00:04:55.120 --> 00:05:00.160
If the problem can't be prevented, make the solution repeatable.
00:05:00.399 --> 00:05:05.759
Write the instructions, create the checklist, record the video, and build the template.
00:05:06.319 --> 00:05:09.519
Third, can someone else handle it?
00:05:10.480 --> 00:05:12.959
One, I mean, this is a big one.
00:05:13.120 --> 00:05:18.319
Once the solution is documented, you no longer have to be the person solving it.
00:05:18.639 --> 00:05:21.680
Someone else can follow the process.
00:05:22.240 --> 00:05:26.160
And that's where systems become incredibly powerful.
00:05:26.480 --> 00:05:32.240
Because systems don't just save time, they make delegation possible.
00:05:32.480 --> 00:05:36.639
Without systems, delegation often sounds like this.
00:05:37.040 --> 00:05:38.959
Hey, can you take care of this?
00:05:39.199 --> 00:05:39.680
Sure.
00:05:39.920 --> 00:05:40.399
How?
00:05:40.639 --> 00:05:42.560
Oh, come here, let me show you.
00:05:42.800 --> 00:05:45.199
Then you spend 20 minutes explaining it.
00:05:45.360 --> 00:05:49.519
Two weeks later, somebody else needs to do it, and you explain it again.
00:05:49.839 --> 00:05:51.759
That isn't really delegation.
00:05:52.000 --> 00:05:57.279
You've just moved the task while keeping yourself attached to the process.
00:05:57.759 --> 00:06:00.879
Documentation breaks that dependency.
00:06:01.120 --> 00:06:05.759
Now you can say, here's the process, follow these steps.
00:06:06.000 --> 00:06:09.040
If something unusual happens, come get me.
00:06:09.360 --> 00:06:11.680
That's completely different.
00:06:12.000 --> 00:06:14.720
Your team becomes more capable.
00:06:15.199 --> 00:06:19.519
Your customers get more consistent experiences.
00:06:20.000 --> 00:06:26.639
Mistakes decrease, training becomes easier, and you get fewer interruptions.
00:06:27.040 --> 00:06:30.959
But there's another benefit that doesn't get talked about enough.
00:06:31.519 --> 00:06:34.000
Systems reduce mental load.
00:06:34.319 --> 00:06:41.120
When everything depends on memory, your brain becomes the storage system for the entire company.
00:06:41.519 --> 00:06:44.639
You're constantly trying to remember did we send that?
00:06:44.879 --> 00:06:46.240
Did somebody follow up?
00:06:46.480 --> 00:06:47.759
What happens next?
00:06:48.000 --> 00:06:49.360
Who owns that?
00:06:49.680 --> 00:06:51.680
Where did we put that file?
00:06:51.920 --> 00:06:53.680
What did we do last time?
00:06:54.000 --> 00:06:57.439
That mental clutter follows you everywhere.
00:06:57.680 --> 00:07:04.399
Now, systems allow you to move information out of your head and into the business.
00:07:04.639 --> 00:07:07.199
And that creates breathing room.
00:07:07.519 --> 00:07:10.399
So here's your 10-minute advantage for today.
00:07:10.720 --> 00:07:13.199
Set a timer for 10 minutes.
00:07:13.680 --> 00:07:18.000
Create a list called problems we keep solving.
00:07:18.480 --> 00:07:20.480
Think about the last two weeks.
00:07:20.720 --> 00:07:29.680
Write down every problem, question, mistake, or repetitive situation you remember dealing with more than once.
00:07:30.240 --> 00:07:31.839
Then circle one.
00:07:32.240 --> 00:07:32.959
Just one.
00:07:33.839 --> 00:07:38.879
And create something that makes solving it easier next time.
00:07:39.279 --> 00:07:46.160
A checklist, a template, a saved response, a short document, a video, whatever makes sense.
00:07:46.480 --> 00:07:50.160
Don't try to systemize your entire business today.
00:07:50.879 --> 00:07:53.920
Just stop solving one problem twice.
00:07:54.240 --> 00:08:06.800
Because every time you capture a solution, you make the business a little smarter, a little easier to operate, a little less dependent on memory, and a little more scalable.
00:08:07.439 --> 00:08:11.920
Remember, systems solve tomorrow's problems today.
00:08:12.319 --> 00:08:15.839
I'm Robert Coles, and this is the 10 minute advantage.
00:08:16.079 --> 00:08:17.680
I will see you next time.
00:00:00.719 --> 00:00:02.799
Welcome back to the 10 Minute Advantage.
00:00:02.879 --> 00:00:04.080
I'm Robert Coles.
00:00:04.160 --> 00:00:11.759
And today I want to talk about one of the most expensive habits in business: solving the same problem over and over again.
00:00:12.080 --> 00:00:14.160
Something goes wrong, you fix it.
00:00:14.320 --> 00:00:16.640
A customer has a question, you answer it.
00:00:16.800 --> 00:00:19.839
An employee doesn't know what to do, you explain it.
00:00:20.000 --> 00:00:28.079
A report needs to be created, you figure out how to build it, an order gets messed up, you jump in and straighten everything out.
00:00:28.559 --> 00:00:32.960
And then three days later, the exact same thing happens again.
00:00:33.200 --> 00:00:34.560
So you fix it again.
00:00:34.799 --> 00:00:41.359
And because you're good at problem solving, you might not even recognize that this is a problem.
00:00:42.159 --> 00:00:43.520
You just handle it.
00:00:43.759 --> 00:00:50.000
But eventually, your entire workday becomes a collection of problems you've already solved before.
00:00:50.240 --> 00:00:52.240
And that's exhausting.
00:00:52.479 --> 00:00:55.119
More importantly, it doesn't scale.
00:00:55.439 --> 00:00:58.240
Here's the idea that I want you to remember today.
00:00:58.560 --> 00:01:01.920
Systems solve tomorrow's problems today.
00:01:02.479 --> 00:01:09.200
When you solve a recurring problem, your job shouldn't simply be to make the problem disappear.
00:01:09.519 --> 00:01:16.239
Your job should be to ask, how do I make sure we don't have to solve this problem from scratch again?
00:01:16.640 --> 00:01:19.200
That question changes everything.
00:01:19.439 --> 00:01:22.239
Let's use a simple example.
00:01:22.560 --> 00:01:28.239
Imagine customers regularly email your business asking how to reset their password.
00:01:28.480 --> 00:01:31.599
Now you can answer every email individually.
00:01:31.760 --> 00:01:33.760
Maybe it only takes two minutes.
00:01:33.920 --> 00:01:35.840
That doesn't sound terrible.
00:01:36.079 --> 00:01:39.920
But if you get that question 20 times a month, that's 40 minutes.
00:01:40.159 --> 00:01:43.599
Over a year, that's eight hours spent answering one question.
00:01:43.760 --> 00:01:45.599
And that's just one question.
00:01:45.840 --> 00:01:51.599
Now imagine dozens of these little repetitive tasks happening throughout your business.
00:01:51.840 --> 00:01:52.959
Where's my invoice?
00:01:53.120 --> 00:01:54.719
How do I schedule an appointment?
00:01:54.879 --> 00:01:56.640
What happens after I place an order?
00:01:56.799 --> 00:01:58.079
How do I submit this form?
00:01:58.239 --> 00:01:59.359
Where is that file?
00:01:59.599 --> 00:02:01.040
What do I do when this happens?
00:02:01.200 --> 00:02:02.319
Who approves this?
00:02:02.560 --> 00:02:04.560
How do I create that report?
00:02:04.879 --> 00:02:08.560
None of these individually destroy your productivity.
00:02:08.800 --> 00:02:11.199
Together, they absolutely can.
00:02:11.599 --> 00:02:16.639
So instead of answering the password question for the 20th time, create a help article.
00:02:16.879 --> 00:02:21.360
Instead of explaining the report process again, record a five-minute loom.
00:02:21.759 --> 00:02:26.960
Instead of answering the same customer question every week, add it to your FAQ.
00:02:27.520 --> 00:02:35.199
Instead of telling employees how to handle a situation every time it happens, create a simple checklist.
00:02:35.759 --> 00:02:37.599
That's what systems do.
00:02:37.840 --> 00:02:40.240
They capture a solution.
00:02:40.560 --> 00:02:43.759
And then they make that solution reusable.
00:02:44.080 --> 00:02:51.360
I think one reason small businesses resist systems is because the word itself sounds complicated.
00:02:51.840 --> 00:03:03.439
When people hear business systems, they imagine flow charts, expensive software, consultants, giant operations manuals, and hundreds of pages of documentation.
00:03:03.840 --> 00:03:05.840
It doesn't have to be any of that.
00:03:06.159 --> 00:03:08.800
A system can be incredibly simple.
00:03:09.039 --> 00:03:21.759
It might just be a checklist, it might be an email template, or a saved response, or a folder structure, or a three-minute screen recording, it might be five bullet points explaining what happens next.
00:03:22.000 --> 00:03:24.240
The goal isn't complexity.
00:03:24.479 --> 00:03:26.719
The goal is consistency.
00:03:27.439 --> 00:03:40.319
You're taking something that currently requires someone to stop, think, remember, decide, and act, and turning it into something easier to repeat.
00:03:41.039 --> 00:03:45.439
Here's a practical exercise that you can try this week.
00:03:46.000 --> 00:03:49.599
Every time you encounter a problem, put it on a list.
00:03:49.840 --> 00:03:51.199
Nothing fancy.
00:03:51.439 --> 00:03:56.240
Just create a note called Problems We Keep Solving.
00:03:56.479 --> 00:03:58.319
And then pay attention.
00:03:58.639 --> 00:04:01.199
Customer asked the same question again.
00:04:01.439 --> 00:04:02.479
Write it down.
00:04:02.719 --> 00:04:05.439
Employee couldn't find a document, write it down.
00:04:05.759 --> 00:04:10.240
Had to manually fix something in your CRM, write it down.
00:04:10.639 --> 00:04:13.599
Forgot a step in your onboarding process, write it down.
00:04:13.840 --> 00:04:18.560
Spent 15 minutes figuring out how you created last month's report, write it down.
00:04:18.800 --> 00:04:21.920
Then at the end of the week, look at this list.
00:04:22.240 --> 00:04:24.399
You'll probably notice patterns.
00:04:24.560 --> 00:04:27.680
And those patterns are opportunities.
00:04:28.000 --> 00:04:31.360
For every recurring problem, ask three questions.
00:04:31.920 --> 00:04:35.680
First, can this problem be prevented?
00:04:35.920 --> 00:04:40.319
Sometimes the best system eliminates them entirely.
00:04:40.639 --> 00:04:48.079
If customers constantly ask what happens after they purchase, maybe your confirmation email isn't clear enough.
00:04:48.240 --> 00:04:49.120
Fix the email.
00:04:49.360 --> 00:04:50.639
Problem reduced.
00:04:51.040 --> 00:04:54.879
Second, can the solution be documented?
00:04:55.120 --> 00:05:00.160
If the problem can't be prevented, make the solution repeatable.
00:05:00.399 --> 00:05:05.759
Write the instructions, create the checklist, record the video, and build the template.
00:05:06.319 --> 00:05:09.519
Third, can someone else handle it?
00:05:10.480 --> 00:05:12.959
One, I mean, this is a big one.
00:05:13.120 --> 00:05:18.319
Once the solution is documented, you no longer have to be the person solving it.
00:05:18.639 --> 00:05:21.680
Someone else can follow the process.
00:05:22.240 --> 00:05:26.160
And that's where systems become incredibly powerful.
00:05:26.480 --> 00:05:32.240
Because systems don't just save time, they make delegation possible.
00:05:32.480 --> 00:05:36.639
Without systems, delegation often sounds like this.
00:05:37.040 --> 00:05:38.959
Hey, can you take care of this?
00:05:39.199 --> 00:05:39.680
Sure.
00:05:39.920 --> 00:05:40.399
How?
00:05:40.639 --> 00:05:42.560
Oh, come here, let me show you.
00:05:42.800 --> 00:05:45.199
Then you spend 20 minutes explaining it.
00:05:45.360 --> 00:05:49.519
Two weeks later, somebody else needs to do it, and you explain it again.
00:05:49.839 --> 00:05:51.759
That isn't really delegation.
00:05:52.000 --> 00:05:57.279
You've just moved the task while keeping yourself attached to the process.
00:05:57.759 --> 00:06:00.879
Documentation breaks that dependency.
00:06:01.120 --> 00:06:05.759
Now you can say, here's the process, follow these steps.
00:06:06.000 --> 00:06:09.040
If something unusual happens, come get me.
00:06:09.360 --> 00:06:11.680
That's completely different.
00:06:12.000 --> 00:06:14.720
Your team becomes more capable.
00:06:15.199 --> 00:06:19.519
Your customers get more consistent experiences.
00:06:20.000 --> 00:06:26.639
Mistakes decrease, training becomes easier, and you get fewer interruptions.
00:06:27.040 --> 00:06:30.959
But there's another benefit that doesn't get talked about enough.
00:06:31.519 --> 00:06:34.000
Systems reduce mental load.
00:06:34.319 --> 00:06:41.120
When everything depends on memory, your brain becomes the storage system for the entire company.
00:06:41.519 --> 00:06:44.639
You're constantly trying to remember did we send that?
00:06:44.879 --> 00:06:46.240
Did somebody follow up?
00:06:46.480 --> 00:06:47.759
What happens next?
00:06:48.000 --> 00:06:49.360
Who owns that?
00:06:49.680 --> 00:06:51.680
Where did we put that file?
00:06:51.920 --> 00:06:53.680
What did we do last time?
00:06:54.000 --> 00:06:57.439
That mental clutter follows you everywhere.
00:06:57.680 --> 00:07:04.399
Now, systems allow you to move information out of your head and into the business.
00:07:04.639 --> 00:07:07.199
And that creates breathing room.
00:07:07.519 --> 00:07:10.399
So here's your 10-minute advantage for today.
00:07:10.720 --> 00:07:13.199
Set a timer for 10 minutes.
00:07:13.680 --> 00:07:18.000
Create a list called problems we keep solving.
00:07:18.480 --> 00:07:20.480
Think about the last two weeks.
00:07:20.720 --> 00:07:29.680
Write down every problem, question, mistake, or repetitive situation you remember dealing with more than once.
00:07:30.240 --> 00:07:31.839
Then circle one.
00:07:32.240 --> 00:07:32.959
Just one.
00:07:33.839 --> 00:07:38.879
And create something that makes solving it easier next time.
00:07:39.279 --> 00:07:46.160
A checklist, a template, a saved response, a short document, a video, whatever makes sense.
00:07:46.480 --> 00:07:50.160
Don't try to systemize your entire business today.
00:07:50.879 --> 00:07:53.920
Just stop solving one problem twice.
00:07:54.240 --> 00:08:06.800
Because every time you capture a solution, you make the business a little smarter, a little easier to operate, a little less dependent on memory, and a little more scalable.
00:08:07.439 --> 00:08:11.920
Remember, systems solve tomorrow's problems today.
00:08:12.319 --> 00:08:15.839
I'm Robert Coles, and this is the 10 minute advantage.
00:08:16.079 --> 00:08:17.680
I will see you next time.
