EP278: The S.A.C.R.E.D Process: Contractor Advice on Business Procedures for Consistency

⏱️ 45:11 🎤 Brad Huebner

AUDIO EPISODE

EP278: The S.A.C.R.E.D Process: Contractor Advice on Business Procedures for Consistency

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Chapters

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0:00

The Sacred Process Defined

Brad introduces the concept of a 'sacred process' in business, highlighting its role in delivering goods and services consistently from lead to job completion.
2:08

Process vs. Preferences

He distinguishes between a true business process and mere preferences, stressing that a process is non-negotiable and not subject to customer exceptions.
3:55

Lessons from Chick-fil-A

Brad uses Chick-fil-A as an example of a business with a meticulously developed and enforced process that ensures consistent service delivery.
5:53

The Cost of Exceptions

He shares personal anecdotes and emphasizes that making exceptions, even seemingly small ones, always results in negative consequences and financial loss.
9:20

Exceptions Create Risk

Brad explains that every exception creates risk across quality, schedule, communication, warranty, or profit, citing examples like customers doing their own demo.
14:01

Being Professional, Not Flexible

He clarifies that being professional means adhering to your proven process, not bending to every customer request or trying to 'make them happy'.
15:32

The S.A.C.R.E.D. Process

Brad breaks down his S.A.C.R.E.D. acronym: Standardize work, Align the customer, Control variables, Respect the sequence, Enforce boundaries, and Deliver the result.
21:48

Protect the Proven Process

He introduces the '3P' concept – 'Protect the Proven Process' – as a reminder for teams to stick to established procedures to maintain consistency and prevent issues.

Speakers

Brad Huebner

Host

Key Takeaways

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Develop and document a 'sacred process' for every aspect of your service delivery, from initial client contact to project completion, to ensure consistency and quality.

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Do not deviate from your established processes for any client, regardless of their social standing or the perceived value of the job, as exceptions inevitably lead to problems and financial losses.

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Clearly communicate your process and set expectations with clients upfront, ensuring they understand how you operate before the project begins.

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Learn to say 'no' to client requests that fall outside your established process, explaining that adherence to your procedures is essential for delivering guaranteed results and avoiding risk.

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Protecting your process is a responsibility, not a sign of being difficult; it shields both the customer from chaos and the contractor from owning problems they didn't create.

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Train your team to understand and enforce the '3P' (Protect the Proven Process) philosophy, ensuring that every employee adheres to documented procedures and understands the consequences of deviation.

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