System vs Process vs Procedure
What are we talking about exactly?
I’ve been talking about systems for a bit now and I thought would be helpful to take a moment to distinguish between terms that are sometimes used almost interchangeably: systems, processes, and procedures.
Does that sound a bit dry? Let’s try to make it fun. Or at least helpful!
In essence:
Systems describe the “why” behind what we want to accomplish.
Processes map out “what” needs to be done.
Procedures explain “how” to do it in detail, step-by-step.
A System for Onboarding New Clients
In the example I put together in the top image, the system is for Onboarding New Clients—we want to be able to bring new clients into the business in a consistent and welcoming manner.
The process maps out what needs to be done to accomplish that: host a discovery call to learn about each other and discover whether we’ll be a good fit to work together, send a proposal to the potential client outlining the work and cost, and send the contract and welcome package to the new client. Note that the process is initiated by the potential client (or lead) through booking the discovery call and that they can drop out at any time in the process—as can we if we don’t feel it’s a good fit.
And then for each step in the process, there’s a corresponding procedure (often called an SOP, or Standard Operating Procedure) detailing how to execute that step. And, to be clear, actual procedures will be much more detailed than I have above! They will include the software tool being used, what to click, links to templates, what info to edit/update, how to calculate things etc.
Details are Key
When I write a procedure, what works for me is to imagine that the person who usually does the thing (me) is unexpectedly unavailable (sick) and a good friend has offered to help me out by doing the thing for me (so sweet!).
That helps me remember to add the details. Click “New” in the top menu. Because if I keep the procedure details at a higher level that I can follow (because I know the business, the software etc.), they’ll probably have a hard time figuring out what exactly to do. They’ll start feeling frustrated and need to ask me questions every few minutes. That doesn’t help anyone involved and soon we’re both feeling like crap.
Or maybe it’s one of your employees who has called in sick and you’d like someone else to step in and cover their work for a few days.
Or maybe you want to hire your first part-time employee to (finally!) take over some of your work.
Or maybe you want to get something done and you’re feeling super distracted (because life) and being able to follow your own procedure step-by-step feels like a lifesaver.
In all these situations, having detailed procedures as part of your systems and processes will help things go more smoothly for your business in a moment when things are feeling off-kilter. This is the valuable intellectual property (IP) of your unique business.
Want help creating and documenting systems and processes you can count on? I’d love to help you!
A Website as a System
Last week, I mentioned seeing websites as systems, so I thought that could be a fun one to explore too. A website needn’t be a static tool but a system designed to welcome visitors and potential clients, offer them helpful information, and let them choose if and how they’d like to engage with your business.
Let’s give it a try.
System: A website designed to welcome visitors, provide valuable information about the topic/product, and encourage potential clients/customers to connect with the business if they’re curious to learn more.
Processes:
Visitor Engagement Process: A website visitor arrives, is greeted by clear and interesting information, and finds it easy to navigate through the content to learn about the topic and understand your services.
Connection Process: The website content resonates with the visitor and they choose to stay connected with you, giving you their email address by signing up for a newsletter or lead magnet. They have joined your audience.
Contact Process: The visitor is keen about your work and decides to take the next step right now and books a discovery call.
Procedures:
Creating Website Pages: SOP detailing how to create engaging pages using the website’s platform (WordPress, Squarespace, Showit etc.), including page formatting guidelines for SEO and referencing your Brand Kit (colors and fonts, yes, but also language to use—and not to use—and values to keep top of mind).
Setting Up a Lead Magnet: Instructions for creating and delivering a lead magnet—the opt-in form, connecting it to your mailing list platform to add the person to your email list, and sending them the lead magnet.
Discovery Call Setup: Step-by-step guide to setting up your scheduling and booking software, connecting it with your calendar, and making it accessible on/from your website for visitors to access and book a call time that works for both you and them. Should also include how to update the availability of the person hosting the calls (probably you!).
Your website—your digital presence—can be a living system that serves both you and your potential clients. And that evolves over time as your business changes and grows!
Having these processes and procedures in place doesn’t mean having to invest in expensive software platforms and bespoke website design. When you’re getting started, maybe it means using free software tiers and website themes. That’s totally okay!
Documenting and understanding your systems, processes, and procedures helps you move through your work more effectively and with less stress right now, plus it helps you notice more quickly when something starts bumping up against a constraint, allowing you to tweak or upgrade that piece.
Instead of thinking ‘Ugh, my website needs an overhaul!’ when lots of people are clicking on that website link to email you, understanding your processes may have you quickly thinking, ‘emailing back and forth with potential clients to set up a discovery call is taking up too much of my time, how can I automate that piece of the process?’
And your business grows baby step by baby step.
Your Turn!
Do you feel like your website functions as a system?
Does it have clear ways for your visitors to learn about your business and connect with you?
Can you think of one advantage to having a process or procedure documented?