Resources
Working notes from the buildouts.
Practical writing on documenting operations and getting work off your desk for good.
Guide
The three handoffs that always come back to the founder
Lead qualification, scope changes, and anything a client complains about. Here is how to give each one an owner.
Guide
Write the SOP in the operator's words, not yours
Procedures written by the person who does the work get followed. Procedures written by the founder get ignored.
Checklist
What to document before you automate anything
Automating an undocumented process just makes the breakage faster and harder to see.
Guide
Exception routing without a support team
A small business can still have a queue, an owner and a response target. It does not require headcount.
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