Business Systems and Processes.

The Systems Thinker Blog

Good and Bad Business Systems – Which Describes You?

“My customers love me,” declared one proud entrepreneur. Upon further investigation, we discovered that they really did like him personally—he was charming and knowledgeable—but they hated his company’s slow response time, billing mistakes, and unfulfilled promises. This entrepreneur was living in a fantasy world that would eventually cost him his business!

Good or Bad

Bad Business Systems Lose Customers

Several years ago, I hired a company called Heritage Web Solutions to build and host my website. They got off to a good start; however, as time went on, I became increasingly frustrated. The people were very nice to work with but their internal business systems and processes for getting work done were dreadful. I tried to offer some constructive suggestions but only got token expressions of appreciation in return.

Eventually, I could not take it anymore and asked to speak with a manager. She too was appreciative of my suggestions and said she would look into it. I had little confidence, and as expected, nothing changed.

Finally, I offered to make a personal visit to Heritage’s place of business to discuss my experience and share some ideas that could really help the work-flow in their company. Through the grapevine, I knew other customers were having similar problems. However, no one at Heritage seemed to be interested. After six months of aggravation, I had no choice but to discontinue the service.

Soon after leaving, I got a phone call from a customer service representative asking why I discontinued the service, and if there was anything they could do to keep my business. Duh!

Good Business Systems Keep Customers

Compare the Heritage experience with this one.

My wife and I dropped into our local Costa Vida Mexican fast-casual restaurant. I requested a burrito from the hurried man behind the counter. I was only paying half attention when I noticed him begin to put cheese on top. I shrieked, “No cheese!” He immediately tossed the burrito into the garbage can and began making a new one. I tried to tell him it was not necessary to throw it away, but I was too late. To a Systems Thinker, waste is a terrible thing. I felt bad. He assured me that it was OK.

A few weeks later, we visited Costa Vida again. While talking with my wife, the food preparer began adding cheese to the burrito. Again, I blurted out, “No cheese!” I startled him and several other patrons sitting nearby. However, before I knew it, he again threw the burrito into the garbage. I asked my wife, “Next time we come here, would you please help me pay attention so these folks won’t have to waste another meal?”

Well, the time came. I was cocked and ready to say “No cheese” at the critical moment. There would be no burrito thrown away today! I leaned over the counter as Juan put the meat and beans in the flour tortilla. Just as I was about to say, “No cheese,” Juan said, “Would you like everything on your burrito?” I quietly replied, “Everything but cheese, thank you.”

Under the old food-service system, Costa Vida threw away many meals a year (just with me). However, a little tweak to the system—”Would you like everything on your burrito?”—and the problem is solved. No more throwaways! This company learned and improved their food-preparation system. Well done, don’t you think?

Lessons Learned

The moral of these two stories: Listen to your customers and your employees. Then make the often small, instantaneous, no-cost changes to your business systems and processes.

The road to excellence comes by paying attention to the hum of systems and processes in your business operation and making small daily improvements. One improvement a day is over 250 improvements a year. You have many possibilities just waiting to be discovered. Go make one small improvement right now, and send me a note about what you did.

*****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!

Get Free Information for Creating Better Business Systems and Processes
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."