As the Owner, where can you spend your time?  Look for friction points, or where things connect – where do the critical handoffs occur in your business? 

E.g.

        There’s that critical moment when the service rep hands off a finished work order to the billing specialist.  Is it timely?  Tracked?  Then what?

• Is your billing specialist getting what they need, a properly completed form?  Legible?  Materials and cost properly recorded? 
• Or, is your billing specialist filling in the gaps?  Is constant follow-up required?  Is it the one work-flow you know about and you can manage, or have bad-processes become part of the daily routine and you aren’t noticing?

        It’s the end of a long day.  How many times do those service trucks all come back and the completed work orders are dumped on billing / admin without much concern.  After all, its 5pm and the whistle is sounding; its time to get out of the office ASAP!

        But, each of those work orders are real money with revenue and expenses that need assigned to your business.  Mistakes and incomplete entries cost you real money. 

        It’s tripping at the finish line.  We see it all the time!

        Specific task – go to that friction point to assess what’s really happening:  Sit with your billing and admin team and see if they are getting what they need.  Ask them if they are finding mistakes.  Audit them, but to train, learn, and build your team.  It’s often the thankless office clerk shuffling the paperwork that is a critical element in your path to success.

“Specific task – go to that friction point to assess what’s really happening: …”