Secrets To Scaling A Business

Scaling a business is a thrilling and complex endeavor that many entrepreneurs aspire to achieve. John Hewitt, the entrepreneurial genius behind Jackson Hewitt and Liberty Tax Service, has mastered this art, and in his interview on “In the Now,” he reveals seven critical strategies for business growth. Here’s how you can apply the Hewitt blueprint to scale your business to new heights.

Exceed, Don’t Just Meet Customer Expectations

The first secret lies in the customer’s experience. Hewitt’s strategy goes beyond meeting customer needs — he strives to exceed them. In scaling your business, adopt this principle by implementing systems that solicit feedback and encourage referrals, thereby not just retaining customers but turning them into advocates for your brand.

Learn from Every Mistake

Hewitt views each mistake as a learning opportunity. As you scale, foster a culture where mistakes are not feared but are seen as a chance to innovate and refine your business approach. This mindset will allow you to adapt and grow in a sustainable way.

Champion the Customer Experience

Retention is driven by how customers feel about your service. To scale successfully, create a customer service experience that is sensitive to customer needs, promotes high retention, and actively seeks referrals. A satisfied customer is the most powerful marketing tool you can have.

Embrace the Human Element

Even in an era dominated by technology, Hewitt emphasizes the irreplaceable value of human interaction. As you scale, invest in training competent employees who can deliver exceptional customer service that technology alone cannot replicate.

Cultivate an Ownership Mindset

For a business to grow, its team must exhibit an ownership mindset. Like Hewitt’s decision tree software from 1981, which guided business decisions, your tools and processes should empower employees to take ownership, driving the business forward with the dedication of a proprietor.

Utilize the Net Promoter Score Effectively

Understand and leverage the Net Promoter Score (NPS) to gauge customer loyalty and predict growth. Though often underutilized, this metric can provide valuable insights into the health of your customer relationships as you scale.

Maintain Quality and Consistency Across the Board

Hewitt’s success with franchise models highlights the necessity of maintaining quality and consistency. As your business expands, ensure that the core offering remains unchanged, regardless of location or scale. This consistency builds trust and reliability in the brand.

Scaling in Practice

In practice, scaling your business like Hewitt means managing complexity without losing the essence of what made your business successful in the first place. It means having robust structures and adaptable systems that can withstand the pressures of growth while maintaining the core values of your brand. And most importantly, it means creating a learning environment that values insights from all levels of the organization.

The Impact of Scaling

Finally, the true measure of successful scaling, as Hewitt demonstrates, is the impact it has on people — both customers and entrepreneurs alike. By empowering over 5000 individuals to start their own businesses, Hewitt has shown that scaling is not just about growth; it’s about amplifying the potential for success across a broader spectrum.

As you embark on scaling your business, remember these seven secrets. They are not just strategies but principles that have been proven to work in the real world by one of the most successful entrepreneurs of our time. Implement them, and you could see your business reach the scale and impact you’ve always envisioned.