Big companies develop a system for doing things and small companies can do the same. In fact, small companies have an even greater need to develop a systems approach because they don't have the resources to be constantly making fresh decisions to handle recurring events. Every thing which can be made into a routine, should be, from the moment the receptionist or voice mail system answers the phone to the moment the customer or client completes the transaction. Every conversation, message, process and interaction should be recorded , a procedure developed and followed and a log kept on the process. Try to develop a policy, procedure or guideline for every conceivable situation which will occur in your business. Your time will be freed up for more important tasks and the regular day to day running of the business will be reduced to a routine. The definition of a "routine" is that it makes people with no management training capable of doing what it took only you, with experience and great effort, could figure out how to do before; a routine puts down in systematic, step by step form, what a very able women learned in surmounting yesterday's crisis. A well managed business is one where paper work is organized, procedures are followed and there is a process at work. Crises or even urgent situations are kept at a minimum and when they do occur, you are free to deal with them.