Look at any organization over the history of their existence and growth and you’ll realize that they will come to a pivotal point in their growth plan where they have to ensure that the quality that they’ve promised to their customers keeps up with the quantity of new customers.
Most businesses start off not as businesses but as an idea that grows into a business because they start to find more and more people that benefit from their product or service.
Without proper systems and procedures in place, most businesses can deal with a certain level of growth in the beginning without having predictable, sustainable, and repeatable systems. Growing with a “ready, fire, aim” mentality and adjust on the fly as inconsistencies and issues come up is usually the way most entrepreneurs work their way through the first couple of chapters of their business.
As growth continues to occur, though, eventually that business will hit a glass ceiling and the owner will have to do one of two things: change the way the business is run or accept the notion that their growth is limited by the number of hours in the day, which are consumed by inefficient processes.
Without a change in your processes, you must accept the inevitable fact that quality and quantity share an inverse relationship: as quantity increases, quality decreases.
The last thing any business owner wants to do, especially in the most intangible “product” field of financial services, is “over-promise and under-deliver.”