Business Acceleration Program
Fall 2015
Session 9
November 12, 2015
Check in
Course Outline
• Weeks 1 - 3 – Long Term Focus
• Weeks 4 - 6 – Quarterly to Monthly Focus
• Weeks 7 - 10 – Nuts and Bolts of running your
business
• Weeks 11 - 13 – Gaining Traction
8 Questions from Traction
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What are your core values?
What is your core focus?
What is your 10 year target?
What is your marketing strategy?
What is your 3 year picture?
What is your 1 year plan?
What are your quarterly Rocks?
What are your issues?
Creating Systems and Processes
If you don’t have defined systems,
all your information is in one place
A lack of consistency costs you
time, money, efficiency and
control
What processes do you need to define?
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HR process
Marketing process
Sales process
Operations processes
Accounting process
Customer retention process
What is a process or system?
• Defined set of steps to do a task
• Checklist
• Software system (customized)
Client Process System
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Lead Intake
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What happens when someone inquires about your service?
– Call in to office
– Direct contact with owner/employee
– Contact via web/email
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Capture relevant information
– Fill out Lead sheet or
– Enter Directly in CRM and/or
– Enter in Sales Tracking
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Schedule an estimate appointment or
Decline to bid
– Refer to another contractor
What info do you need to collect at lead intake?
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Name
Address
Phone
Email
How they heard about your company (lead source)
Type of work (Interior, Exterior, Specialty work, etc.)
Time frame
Budget
Scope of work/Size of job
Age of home (pre 1978)
Worked with professional painting contractor?
What else?
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Estimate Phase
• Ask pre-determined questions to further qualify client during
estimate appointment
• Create detailed take-off sheet/work order to aid in creating proposal
as well as provide more detailed instructions to foreman
• Create master proposal templates
• Create master paragraphs for language to include in proposals for
standard items
• Create a appendix of PDCA standards to attach and reference
standards by number in proposal to eliminate the need to add
standards to proposal.
Pre-contract (Post Estimate)
• Ask additional pre-determined qualifying questions if
needed
• Prepare and send or deliver proposal to customer
• Enter Contact info in CRM (if not done previously)
• Update Sales Tracking and/or CRM with status
• Tickler for follow up
Job Sold
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Submit signed Proposal and Contract to office with deposit
Submit Work Order to office
Assign a job number
Create Customer file in QuickBooks
Enter Estimate and Deposit in QB
Create Field File and Office File (physical or electronic)
Schedule the job on job calendar
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Tentative time frame at least
Send Customer a letter/email regarding schedule and payments
Send Customer a “to do” list
File pre-lien if applicable
Send Thank You to Referral if applicable
Follow up communication with customer re schedule
Update sales tracking or CRM
Job Scheduled
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Schedule walk through with customer
Confirm Colors with customer
Confirm customer “to do” list with customer
Follow up with customer regarding schedule if needed
Give file folder to foreman/crew leader
Order special equipment needed
Order materials
What’s in the field folder?
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Copy of contract, if appropriate
Copy of scope of work
Work Order
Color Confirmation Sheet
Customer Communication Sheet
Blank Change Order Forms
Customer Feedback form
RRP info
What else?
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Job In Progress
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Report hours worked daily
Use customer communication form
Give progress invoices to customer
Collect progress payments
Fill out change orders if needed
– Get customer signature
– Return change order to office
• Invoice change orders
• Collect Materials invoices/receipts
Job Wrap up
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Prepare final invoice
Conduct a final job walk through with customer
Give final invoice to customer
Collect payment
Ask customer to fill out feedback form
Schedule return touch ups if needed
Post Job
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Return field folder to office
Contact customer to thank them and answer questions
Receive final payments
Tickler for collections for outstanding payments
Send thank you note (gift if appropriate)
Complete Job Costing
File completed job paperwork
Update customer data in CRM
Tickler for follow up
Ongoing Relationship
• Customer Communications Plan
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Newsletter
Special Offers
Letters/Greeting cards
Gifts (as appropriate)
Telephone calls (as appropriate)
• Warranty/Maintenance Follow up
– Schedule annual visit or follow up
Action for the week
Traction
Action
• Read Chapter 8
• Keep working on your
budget, sales goals and
• Keep working on your
metrics, marketing plan
Vision Traction Organizer
with what you have
• Make a list of systems or
identified so far.
processes you need to
define or create
• Create one process
Next Week
• Job Costing
Contact and Connect
Linnea Blair
Office: 619.291.3700
Email: Lblair@AdvisorsOnTarget.com
Web: AdvisorsOnTarget.com
Twitter: AdvisorOnTarget
Facebook:facebook.com/AdvisorsOnTarget
LinkedIn:linkedin.com/in/linneablair