Operations & Process Design — Make It Repeatable
Install simple SOPs, tight handoffs, and a live dashboard so your business delivers the same great experience—every time.
Map the customer journey end-to-end (inquiry → review)
Build SOPs & checklists your team will actually use
Install dashboards & light automations to track the work
Who This Is For
Owners, managers, and lead staff who want consistency, speed, and fewer fires. Whether you run an academy, winery/brewery, home-services company, studio/clinic, or professional firm, this program builds the systems and cadence that make results repeatable—regardless of who’s on shift.
The Problems We Solve
(and how they show up)
Unclear intake:
Leads arrive, but details are missing; staff re-asks the same questions.
Scheduling chaos:
Double-bookings, no-shows, last-minute gaps.
Handoff friction:
Sales → ops → follow-up breaks, so customers repeat themselves.
Quality variability:
Excellent on Monday, inconsistent on Thursday.
No live view:
Managers can’t see today’s load, cycle time, or where jobs stall.
Reviews lag:
Happy customers forget to review; unhappy ones post first.
What FAS Maps
(the backbone of repeatability)
Customer Journey:
Inquiry → booking → confirmation → delivery → post-visit follow-up → review/referral.
SOPs & Checklists:
Intake scripts, prep checklists, delivery steps, QA/close-out, follow-up prompts.
Handoffs:
Clear owners, timing, and notes structure (so nothing drops).
Capacity & Scheduling:
Rules for load balancing, buffers, and same-day changes.
Dashboard & KPIs:
Appointments, no-show rate, cycle time, rework, revenue/job or per member, churn, reviews.
Light Automations:
Confirmations, reminders, re-activation pings, review requests.
We keep tools lightweight and use your stack when possible. If you need a platform, we coordinate with partners and tie the ops plan to your broader FAS roadmap.
Implementation Roadmap
(how we roll this out)
Discovery & Shadowing:
We observe a real day in your flow (front desk, phone/text, field or floor). We capture friction, handoff gaps, and “tribal knowledge.”
Draft SOPs & Pilot:
We draft SOPs/checklists for one contained segment (e.g., intake + scheduling). We pilot with a small team to validate steps and timing.
Train & Launch:
Short training with role plays. We set expectations, define owners, and put checklists where the work happens (printed or in-app).
Dashboard Live:
We connect the signals: appointments, no-shows, cycle time, QA, review rate. Managers get a simple daily view; teams see their own queue.
Optimize & Lock:
We collect feedback for 2–4 weeks, remove friction, and finalize SOP v1. We schedule a quarterly SOP refresh as operations evolve.
Deliverables You Receive
SOP Pack
Written SOP Pack (PDF/Doc) covering intake, scheduling, delivery, and follow-up
Role Play Scripts
Role Play Scripts for intakeand handoffs
Daily Ops Dashboard
Daily Ops Dashboard structure (metrics + definitions)
Ops Audit Checklist
Ops Audit Checklist for managers (what to review, when, with whom)
Review Engine
Review Engine recipe (when/how to request + escalate)
Quarterly SOP Refresh
A Quarterly SOP Refresh plan tied to your 90-day sprints
Results You Can Expect
Fewer Errors
& Rework:
Clear steps and QA gates reduce mistakes.
Faster Cycle
Times:
Jobs move without waiting for permission or missing info.
Higher
Capacity:
Better scheduling and fewer no-shows = more throughput.
More Reviews
& Referrals:
Follow-ups happen on time, with the right message.
Happier
Team:
Less firefighting, clearer roles, less friction.
Case Snapshot (condensed)
Home Services:
A 15-tech team struggled with no-shows and callbacks. We rebuilt intake scripts, added prep checklists, and introduced next-day review prompts. Cycle time dropped 18%, callbacks fell 22%, and review volume doubled within two months. Academy: We standardized trial → enrollment → onboarding. No-show rate fell 27%, onboarding NPS rose, and staff training time was cut in half.
Handoffs That Don’t Break (examples you can use)
Sales → Ops:
“Booked job #123, notes attached. Pre-arrival checklist sent to customer. Confirmed 2-hour window.”
Ops → Support:
“Service completed. Attach photos & QA. Trigger next-day review SMS.”
Support → Sales:
“Happy outcome. Offer maintenance plan; set 6-month re-activation reminder.”
Dashboards That Drive Behavior (what managers see daily)
Today’s Load:
Jobs/appointments by time and crew; flagged risks.
Flow:
Cycle time vs. standard; aging work; rework queue.
Health:
No-show %, review rate, QA pass/fail, revenue per job/member.
Notes:
3 blockers, 3 wins, 3 focus items for tomorrow.
FAQs (for buyers and marketers)
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