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How the work flows

Every job goes round the same loop. Where does yours get stuck?

From finding the work to the customer who comes back, there are twelve steps. Pick the one that's costing you, and we'll show you where it hurts, what good looks like, and how we'd sort it.

ALWAYS ON · SEE BELOWWin the workDo the workKeep themThe job looptwelve steps · one memory1Find work2Enquiry3Qualify & survey4Quote5Win it6Book & plan7Do the job8Report & sign-offInvoiceGet paid11Aftercare12Repeat & referral

Tap a step · the dotted ring is the work that never stops

Step 7 of 12 · Do the work

Do the job

Where it hurts
“The customer keeps ringing to ask when we'll be finished.”
“I get there and haven't got the right stuff.”
What good looks like

A job pack the night before, progress updates the customer didn't have to ask for, and any extra work agreed in writing before it's done.

How we’d do it
  1. The night before, you get the job pack: what the job is, what's needed and what happened last time.
  2. Photos and voice notes from site become a short progress update for the customer.
  3. Extra work spotted on site is written up and priced for them to agree before it's done, so there's no argument afterwards.
Who picks it up
F
Foreman
Field operations
G
Gear
COO · Operations
In a trade business, Foreman does Gear’s job with the trade built in.
Then hands over to → Foreman, notes attached
What it can cost
£250 a month

One piece of extra work a month that went unpaid because of “I thought that was included”.

Time back
£260 a month

About 2 hours a week back to you.

Example figures for a small trade business, not a promise. Your numbers will differ, and working out yours is what the free brief is for.

In the Service Delivery departmentThis is me
One conversation, passed along

Nobody asks your customer to start again.

Most tools give you a separate box for each channel and each job. Here, one memory follows the customer. Each part of the job is handed on with the notes attached, the way a good office passes a file across the desk.

Pip · front of house

Answers, whatever the channel

Picks up the call, the WhatsApp, the web chat or the email. Takes the details and the photos, and asks the right questions.

phoneWhatsAppwebsiteemail
Wren · the estimator

Prices it

Works out measurements and materials, applies your rates, and builds a quote they can picture, with options to choose between.

Foreman

Runs the job

Books it, plans the week, keeps the customer posted, and writes up the report from the photos and voice notes.

Tally · back office

Gets you paid

Raises the invoice off the finished job, matches the payment and chases politely. Then Pip picks it up again for aftercare.

One memory. If they ring on Monday and message on Wednesday, it's the same conversation. And you approve anything that sends money or makes a promise.
Always on

And the work that never stops.

Some of the work doesn't belong to one job. It runs all the time, round every job at once.

Found your sticking point?

Tell the desk which one. We'll tell you what it would take, including when the answer is "leave it alone".

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