Verify what is true
We map the real path a job takes. The information and the process. Not the org chart. The actual hand-offs.
How we work
The standard, and the method behind it.
Coordinated, not clumsy.
Three things have to be true at every hand-off in your shop.
Accurate
What reaches the next person is true.
The date she planned her day around is the date the crew shows up.
Complete
Nothing gets dropped in the pass.
The change from Monday’s call is in the supplier’s order, not lost in a voicemail.
Timely
It arrives while it can still change the outcome.
Your installer hears the site isn’t ready before he drives forty minutes to it.
Everyone on your job gets the information how they want it, in the way your company needs it.
Nobody gets blindsided.
The method
Remove the gaps between the people doing the job.
Remove the hand-offs
A hand-off is a single point of failure. Every one we remove is a failure that cannot happen anymore.
Deliver it their way
Everyone becomes a participant instead of a bottleneck, each getting what they need in the way they already work.
The standard behind it: accurate, complete, timely
In the work
The hand-off becomes a record.
Days became minutes
Home-improvement installerMeasure requests that used to take days to reach the scheduler now arrive in minutes.
The calendar shows field reality
Home-improvement installerCustomers see only appointment windows supported by actual crew capacity, geography and availability.
The dispatch exists before the phone rings
Commercial pest controlA durable record is created first. Every call, retry, escalation and acceptance stays attached to it.
Acceptance is the finish line
Commercial pest controlAn urgent request stays open until a technician accepts it or the escalation path is exhausted.