Staying Operational During December: How to Maintain Service Quality With Minimal Management

The December period can be challenging for SMEs that don’t shut down, especially when managers or key decision-makers are on leave. With the right systems in place, your business can keep running smoothly, maintain service quality, and avoid year-end chaos. This week's Tuesday Tip dives into how you can make sure your business is all this, while you enjoy your well-deserved holiday.

Practical steps to keep things running smoothly:

1. Create simple Standard Operating Procedures for all essential tasks, i.e, customer service, order processing, escalations, refunds, daily checks, etc.This gives staff clarity and reduces errors when no manager is present.

2. Assign acting supervisors or shift leaders during the holiday period.This empowers your team, builds internal capability, and ensures someone is always accountable.

3. Use automated tools to handle:

Customer queries (chatbots, auto-responses)

Order updates

Scheduling and reminders

Daily operational checks

This reduces pressure on staff and keeps service flowing.

4. Even if you're away, provide one streamlined channel for emergencies or high-priority decisions like WhatsApp Business, Slack, or email.

5. Prepare social posts, email campaigns, and SMS updates ahead of time. This keeps your brand visible without needing live input during the holidays.

6. Set up simple dashboards (POS, CRM, fleet management, sales trackers) so you can check performance from anywhere, without micromanaging.

Real-World Example:

Nando’s South AfricaNando’s operates at full capacity through December - one of the busiest periods of the year. Their success comes from:

Highly standardised processes

Clear holiday staffing structures

Strong automation in ordering and kitchen systems

Real-time dashboard monitoringThis keeps service fast, consistent, and high-quality, even when leadership teams rotate during the holidays.

Why this works:

By creating clarity, automating repetitive tasks, and ensuring staff feel supported, your business can maintain its quality of service without disruption, even during the busiest, most understaffed time of the year.

Food for thought:

With the right systems in place, December doesn’t have to be stressful. It can be your most efficient, and most profitable month. Prepare now so your business runs like clockwork, whether you’re on-site or on holiday.