Delegation and Team
What Is Working for Accountability in Remote Teams?
What Is Working for Accountability in Remote Service Teams? The thing that actually works is a visible weekly number tied to each role, not more check ins. I run this in my…
Read & watch
A closer look at how I think about decisions in a business, and what I’m working through in my own.
Articles, page 3
Systems and SOPs
What Tools Should I Use to Document Recurring Workflows?
What Tools Should I Use to Document Recurring Service Workflows? Start with the tool your team already opens every day, not a new platform. For most owners, that means Loom for capture,…
AI and Systems
How Do I Use AI for Client Follow Ups Without It Feeling Robotic?
How Do I Use AI for Client Follow Ups Without It Feeling Robotic? The fix is structure, not a script you paste into every message. I build the follow up around real…
Delegation and Team
Should I Make My First Ops Hire Full Time or Start With a Contractor?
Should I Make My First Ops Hire Full Time or Start With a Contractor? For most service business owners, starting the first ops hire as a contractor is the right call. Full…
Business Building
How Do I Get My Ops Manager to Own Decisions Without Me Stepping Back In
How do I get my ops manager to own decisions without me stepping back in? Your ops manager isn’t owning decisions because you never gave them any to own. Most owners hand…
Delegation and Team
How Do You Hold Your Team Accountable With No Org Chart
How Do You Hold Your Team Accountable When You Have No Formal Org Chart? Accountability in a small service business does not come from an org chart. It comes from ownership: each…
Systems and SOPs
What KPIs Should Every Core Process Have to Ensure Accountability
What KPIs Should Every Core Process Have to Ensure Accountability? Every core process needs three KPIs to create real accountability: a completion KPI to confirm the step happened, a quality KPI to…
Delegation and Team
Is It Better to Hire an Operator Before or After Documenting All SOPs
Is It Better to Hire an Operator Before or After Documenting All SOPs? Document first. Specifically, get your five highest-frequency processes written down before anyone new sits down to run them. If…
Delegation and Team
What SOP Template Works Best for Small Service Teams
What SOP Template Works Best for Small Service Teams? The best SOP template for a small service team is not the twelve tab binder most owners start with. It is a one…
Systems and SOPs
What Are the Critical Client Flow Steps to Systemize First in a Service Business
What Are the Critical Client Flow Steps to Systemize First in a Service Business? The first client flow steps to systemize are the ones you run on every engagement: intake, kickoff, delivery…
Systems and SOPs
Why Does Every New Process Doc End Up in a Folder Nobody Opens
Why Does Every New Process Doc End Up in a Folder Nobody Opens? Process docs end up in folders nobody opens because they were built for the wrong moment. The business owner…
Systems and SOPs
How Do I Stop My Documented Processes From Being Ignored
How Do I Stop My Documented Processes From Being Ignored? You stop documented processes from being ignored by changing when and how they enter the workflow. Most documented processes get ignored because…