Systems of work flow from lead generation to job completion/5 star review. Who's roles and responsibilities through that process. How to set every stage for success weather it's a solo operator handling everything or a 10 truck operation. I believe the process needs to be the same so as you scale the process is already in place as 1 customer goes through multiple phases/employees. Lead Estimate Follow up Convert to work order Schedule job Properly set up tech for job Complete work order Convert w.o. to invoice (Add extras if any) Collect payment Follow up and send review link Quote additional work they asked tech about while completing w.o. This is our normal process. When it's yourself doing everything it's not so bad, but as you scale and this process starts going through multiple hands things seem to get missed. Like... Forgot to let tech no he needed a specialty tool now he wasted an hour driving back to shop, or things we did while onsite didn't get added to invoice, or a week later customer calls asking for their quote your tech promised them but the message was never relayed to office staff.ect.