I want to show you a quick way on how you can get more freedom quickly on your business and free up time, so you can focus on more high value activities.

This came from a client conversation I was having the other day with a couple of people in my implementation program. They are not strangers to Amazon. They are doing more than 5K a month and they are just having a problem with a certain area in their business. I let them go through the process on how to systemise and this is what I want to dive in today, how to really get this off your plate so you don’t have to do it again, and in this example today, I want to just use the customer service system as an example.

First and foremost, it’s important to get on the same page. So, let’s do some defining of what I mean by a process. A PROCESS is something like checking and responding to Amazon messages. A PROCEDURE, would be Step 1, Step 2, Step 3. It’s like go open up Seller Central, go to message and emails from Amazon customers and so forth. You have a step-by-step procedure for that. PROCESS is the actual high level, the procedure is the actual step-by-step. The SYSTEM is the collection of processes in an area of your business and this is what we are talking about customer service or customer love and all of the things that you need to do daily for your customers.

Let me talk to you about an example of what I’ve just mapped out, 5 high level processes of an Amazon customer service system.
1. Check and Respond to Amazon messages
2. Check and Respond to product reviews
3. Check and Respond to seller feedback
4. Check and Respond to Facebook messages
5. Check and Respond to email inboxes

These are all different processes in a system of what we call as customer service or what we call on our own as customer love. There’s going to be a number of other processes on here too, like, Check and Process refunds and Process invoices to customers, etc. The point is, you’re the first step into systemising anything as you need to download all of these steps. So, if you’re looking to remove the whole customer love piece from your workflow, if you’re still doing it in your Amazon Business then map out these processes happening in your business, all of them that is happening every single day. What you can do then is to simply get rid of them, and this is what we are going talk about right now.

The first place we start with is mapping out and getting it out of your head into the processes. This set of processes equals the system. I want you to go ahead and pick one that you want to outsource today. This same method that applies to any areas of the Amazon business, it could be you want listing optimization system. Things that you want to happen every day and every week to improve your listings are mapped out in this same format. It could be your financial reports to be delivered. You map out what the processes that you want to happen and you put them into a system. In this case, of course, we’re talking about customer love service.

With that said, we’ve downloaded, we’ve organised in an order that makes most sense, we’ve got a daily process which we need to happen. From here, it’s about getting rid of the first one. In this case, we’re going to get rid of the top one, Check and Respond to Amazon messages. The next time you actually go ahead and do that particular task, you’re going to open up Jing, Camtasia, Screenflow or Snagit, to name a few. They are screen recording softwares where you can record your screen as you go through the task and the process. What you’re going to do is hit record and you can say, “Hello there team member” or “Hey Ninja” and you’re going say, “In this video we’re going to cover how to check and respond to Amazon messages.” You’re going to give them contexts, and you’re going to say, “This is the outcome that we want, this is the reason why we want it and why it happens.” So, you’ve given them an idea of the outcome that you are looking for and this becomes a habit of their daily workflow in their routines.

Then, you’re going guide them through how to check and respond to Amazon messages. If you’re doing that anyway it’s going take an extra few minutes to do it, right? The soonest you’ve executed it and you’ve finished checking and responding to Amazon messages you want to show them, in this example, how to send the message and the like but once you’ve done you just hit stop on the video and that video can be added to your Google site. If you haven’t got one yet that is fine, you can use Google drive and you can store that in Google drive and then you say to the VA, “Hi VA, would love you to go and check this training on how to check and respond to Amazon messages. I would like you to also create the SOP for it as you do it so you can get a deeper understanding of how it works and then you can show me the SOP and I can approve it.” The first time they do it, they create the SOP, and it deepens their understanding and then that SOP, once gets approved, is added to the Google site or Google drive next to the video that you’ve recorded. That’s really quickly how you can map out the process, record and outsource it to your VA. All it takes is for your VA to say, “Yes, I’ve finished it now can you check the SOP.” When they got it they can start to actually do the task.

Once you’ve got some of these processes recorded, it’s all about getting these actually outsourced so they happen every day and you don’t have to do them. Let’s say you’ve recorded 3 videos on how to do these 3 things and the next thing to do is to make these come to life into a project management software. We use Asana. It’s something which is an incredible tool and I highly recommend it but any project management software will do. From that, make sure that you’ve assigned it to somebody, and you can set the day of when you want to make it happen. The point is you’ve mapped out the process, you’ve recorded the videos and all you do in here is you include a link to the Google drive or the Google site where you stored the video and the SOP so they can understand if they get stuck on how to do it.

The point is, guys, you have now downloaded the processes, you put them into a system, you’ve recorded the video on how to do it and you’ve uploaded the videos to Google drive, you’ve pointed them to their training, they’ve created the SOP and now you’ve made this real every single day by having it in your project management software with a setting on repeat so it just happens.

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