Riddle me this: how do you know if your operational silos are leaving good money on the table?

Processes rely on individuals - not systemic workflows

What happens when your superstar no longer works for you? They could retire, win the lottery, switch career paths to better accommodate family needs, or get headhunted by your competitor. Where would you be if they suddenly left? Would a 2-week notice be sufficient for you to find, hire, and train a viable replacement?

There is no clear handoff from one department to the next

How many times has the ball been dropped in recent memory? Now, how many of those were 100% preventable? Knowing exactly where one team’s job ends and what specifically triggers the handoff is the first step towards sustainable reliability.

Departments are high-performing, but not interconnected

When was the last time Marketing worked hand in hand with Sales, Customer Success, and Product Development to produce materials that clients actually wanted, could easily share internally, or at the bare minimum: supported a multithreaded approach?

No company standard = frequent communication breakdowns

What is the objective of each communication? When should something be an email, Teams message, or phone call? What guidance or templates exist to ensure quality and consistency no matter who is reaching out to the client? Don’t assume common sense - set communication standards internally to remove ambiguity & reduce client frustration.

Quality and consistency depend on who executes the work

Got a technician who is always requested? What about the one your clients say NOT to send? If you allow these inconsistencies to continue, your overall value drops with every disappointed client, and eventually, new RFQs stop rolling in.

If you nodded your head to more than a few of these, it might be time to get an outsider perspective on how your company currently operates so you can document what’s going well - and fix what clearly isn’t.

Thanks to the comprehensive systematic approach I applied to each of my prior roles, those interconnected process improvements allowed me to:

• Complete my deliverables in less than 50% of the allotted time
• Save over $500,000 within my first 8 months
• Achieve - and maintain - some of the highest-grossing years in company history (despite a sharp pivot in sales strategy caused by the pandemic)
• Break global sales records for service contracts, year after year
• Increase service agreement revenue by 40% after 2 years thanks to implementing various upsell & cross-sell methodologies
• Re-engage dormant clients (who ended up becoming our BEST ones ever!)
• Increase client loyalty to become the one (and only) choice for that site

If you didn’t see the kind of growth and client loyalty you were hoping for last year, I’m here to shine the light on where those bottlenecks exist in your systems, processes, and procedures so you can finally move ahead full throttle.