Business Systems and Processes.

The Systems Thinker Blog

Create a Symphony of Business Systems to Delight Customers!

Every customer contact will strengthen or weaken your business relationship. Do your customer-care systems produce a sweet melody or a dissonant noise?

Symphony Orchestra

A Good Customer Contact

Every time I call Bank of America, I am overwhelmed with the over-the-top friendliness of their representatives. “Yes, Mr. Carroll.” “I can do that for you right now, Mr. Carroll.” Is there anything else I can help you with today, Mr. Carroll.”  It’s really pretty gushy, but I always hang up feeling like they listened, they care, and that I am a valued customer.

A Bad Customer Contact

Every time I get online with Bank of America to pay a credit card, I think they have the most confusing, unfriendly, and frustrating website imaginable.  For example, they display a list of monthly credit-card transactions without a total at the bottom. I have to calculate the column myself. Buried links make it difficult to find things. Illogical amount balances include multiple statement periods, not the period I am reviewing. It’s all very annoying and slows me down. I sometimes feel like changing banks.

The takeaway: every customer contact can make or break a relationship. You can’t excel in some situations and fall short in others. A single bad customer experience will often nullify all the good ones.

Your Customer Contact

Think for a moment of the different kinds of contacts you have with your customers—courting a prospect, providing a service, or resolving a problem, to name a few.

Each customer contact should be part of a business system or process that delivers a predetermined message, response, or solution.  Even if you give customer-service employees latitude to solve problems, they should have guidelines and clear-cut authority from your system policies.

With good business systems, you will give your customers a favorable impression and strengthen the relationship every single time.

If one instrument in an orchestra is out of tune, it can ruin the audience-experience. When one of your business systems is flat, it can also spoil the customer experience.

All of your business systems and processes that touch customers should work together to create a symphony of service that delights in every way. When each instrument is tuned and every note inspires, you will receive the kind of standing ovation that shows up on your bottom line!

*****Special Alert: My Retirement is Your Gain*****

To give back to the entrepreneurial community, I HAVE DECIDED TO GIVE AWAY MY VALUABLE SYSTEMS-BUILDING SOFTWARE, ecOURSE, AND OTHER INFORMATION ABSOLUTELY FREE. By filling out the form on this page, you will go directly to a download page. This is not hype. There is no catch. You will receive a software product and a “college equivalent” eCourse on how to develop effective business systems and processes. Customers have been paying for this software and eCourse for fourteen years (see What Cutomers Are Saying).

I will show you how to eliminate business frustrations and make more money by creating remarkable systems and processes that boost customer loyalty, profitability and growth. The application of these strategies has proven to be of great worth for owners of many small and mid-size businesses. Put me to the test!

You will learn the following, and much more:

  • How to become a Systems Thinker and raise your business I.Q. by 80 points—OVERNIGHT.
  • What six elements are found in every great business system.
  • How you can remove waste and inefficiency, and build a results-driven organization.
  • Why good systems and processes are the essential ingredient to start, grow, fix or franchise (replicate) your business.

You have nothing to lose and everything to gain. I will not be trying to sell you because you are getting everything for FREE, much more than I have described here. I won’t be contacting you; however, you can contact me for help with the software or your business at any time. Please browse around my website. If you have any questions, email me, Ron Carroll, at

I hope you enjoy and benefit from this FREE offer. It was a labor of love for me to develop. Becoming a Systems Thinker and using the Box Theory™ methodology will be one of the best decisions you have ever made.

I’ll be cheering you on from my quiet fishing hole in the mountains of Utah.

I want to learn how to create remarkable business systems …

Just Retired
Gone Fishing
Your Lucky Day

It's time for me to focus on other things. Many hours and dollars have gone into my software and written materials over the last fourteen years. Now it's time to give back. This is not a gimmick. There is nothing to buy. I give it all to you for free. If you use the software and apply the principles, you can create a remarkable company. See Below. Have fun!

Turn Your Business Into Money-Making Systems!

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Welcome to the #1 website for helping owners of small to midsize businesses create customer-pleasing, waste-removing, profit-boosting business systems and processes.

Michael Gerber, "E-Myth"

Michael Gerber

"Organize around business functions, not people. Build systems within each business function. Let systems run the business and people run the systems. People come and go but the systems remain constant."

W. Edwards Deming, Total Quality Management

W. Edwards Deming

"If you can't describe what you are doing as a process, you don't know what you're doing. . . . 94% of all failure is a result of the system, not people."