When we interviewed Dr. Grint we kept thinking about Steve Hoffman because he has been a systems guy since he sent out his first invoice in 1976.

When Steve Hoffman of Modern Postcard wants to work on improving systems, he has brainstorming sessions with small groups of employees. He’s making a very strong statement about how much he wants the creative ideas of his entire staff by setting aside a time and place for the sole purpose of hearing them.

Topic for Discussion: How does a small business foster an environment where everyone speaks up and everyone is heard?

Answer: As always, actions speak louder than words. As important as it is to engage in dialogue with your employees as part of your interaction with them, it is just as important to have a formal process for soliciting their input. Remember the “suggestion box” that was so common years ago? The concept of the suggestion box coupled with the exchange form of communication is a powerful combination.

There are a number of ways to engage in this dialogue, brainstorming sessions certainly are an effective means. Collaboration is popular now that the Internet allows people to engage from multiple locations. Whatever the process, the important thing is that you have a way to engage every employee in the task of improving the systems.

Topic for Discussion: What keeps business owners from installing systems?

Answer: First of all, this is not exciting work. It is grunt work. Second, there are many small businesses that exist because there are no systems. For example, a cabinet builder who advertises that his work is all custom and that each project is unique may not think he can put systems in place. If there are no repeatable steps then systems can't be installed.

And third, we prefer to fly by the seat of our pants because it seems to be more fun. We might think that no system could replace the force of our fabulous personality.

Dr. Grint warned us that all leaders must manage and all managers must lead. Therefore, we suggest that if you are leading your business with your personality, it may be time to put tiny steps in place and manage the accomplishment of those tiny steps. This is the only way for you to grow.

You think about it: What formal opportunity do you provide for your employees to offer ideas, constructive dissent and challenges to the way you are doing business? What part of your operation needs better processes?