Which part of your business would you like to map? Choose one to start. Tick more only if you genuinely want to describe them now.
Lead generation & marketing Getting found, attracting enquiries, turning attention into leads.
Sales & quoting From first enquiry through quoting, follow-up, and winning the work.
Delivery & operations Actually doing the work and getting it to the client.
Admin & finance Invoicing, payments, reconciliation, reporting, back-office admin.
Client comms & retention Updates during a job, and staying in touch after it ends.
Pick at least one process and describe how it works today, so we have something to map.
Lead generation & marketing
How leads and enquiries actually come in today.
Walk us through how this works today, step by step.
What happens first, then what next, right through to the end. Don't worry about being polished, just describe how it actually runs.
Who's involved, and where does it hand off? Which roles or people touch this, and the points where it passes between them.
What tools or systems are used at each step? CRM, email, spreadsheets, social, ad platforms, anything.
How often does this happen, and how long does it take? Per week or per month, and roughly how long each one takes (and who spends the most time on it).
Where does it slow down, break, or pile up? The part that's most frustrating, error-prone, or where things fall through the cracks.
If you described this problem to a friend, how would you say it? In your own words, no jargon. This helps your report sound like you, not a template.
What's it costing you? Anything being turned away, delayed, lost, or left on the table because of how this works now.
Have you already tried anything here? Templates, a half-working tool, partial automation, a process that sort of works. Optional.
Sales & quoting
From first enquiry through to a signed job.
Walk us through how this works today, step by step.
What happens first, then what next, right through to the end. Don't worry about being polished, just describe how it actually runs.
Who's involved, and where does it hand off? Which roles or people touch this, and the points where it passes between them.
What tools or systems are used at each step? CRM, email, quoting tools, spreadsheets, anything.
How often does this happen, and how long does it take? Per week or per month, and roughly how long each one takes (and who spends the most time on it).
Where does it slow down, break, or pile up? The part that's most frustrating, error-prone, or where things fall through the cracks.
If you described this problem to a friend, how would you say it? In your own words, no jargon. This helps your report sound like you, not a template.
What's it costing you? Anything being turned away, delayed, lost, or left on the table because of how this works now.
Have you already tried anything here? Templates, a half-working tool, partial automation, a process that sort of works. Optional.
Delivery & operations
How the work actually gets done and delivered.
Walk us through how this works today, step by step.
What happens first, then what next, right through to the end. Don't worry about being polished, just describe how it actually runs.
Who's involved, and where does it hand off? Which roles or people touch this, and the points where it passes between them.
What tools or systems are used at each step? Project management, scheduling, field apps, spreadsheets, anything.
How often does this happen, and how long does it take? Per week or per month, and roughly how long each one takes (and who spends the most time on it).
Where does it slow down, break, or pile up? The part that's most frustrating, error-prone, or where things fall through the cracks.
If you described this problem to a friend, how would you say it? In your own words, no jargon. This helps your report sound like you, not a template.
What's it costing you? Anything being turned away, delayed, lost, or left on the table because of how this works now.
Have you already tried anything here? Templates, a half-working tool, partial automation, a process that sort of works. Optional.
Admin & finance
Invoicing, payments, reconciliation, and back-office admin.
Walk us through how this works today, step by step.
What happens first, then what next, right through to the end. Don't worry about being polished, just describe how it actually runs.
Who's involved, and where does it hand off? Which roles or people touch this, and the points where it passes between them.
What tools or systems are used at each step? Accounting, banking, spreadsheets, payment tools, anything.
How often does this happen, and how long does it take? Per week or per month, and roughly how long each one takes (and who spends the most time on it).
Where does it slow down, break, or pile up? The part that's most frustrating, error-prone, or where things fall through the cracks.
If you described this problem to a friend, how would you say it? In your own words, no jargon. This helps your report sound like you, not a template.
What's it costing you? Anything being turned away, delayed, lost, or left on the table because of how this works now.
Have you already tried anything here? Templates, a half-working tool, partial automation, a process that sort of works. Optional.
Client comms & retention
Keeping clients informed, and staying in touch after a job ends.
Walk us through how this works today, step by step.
What happens first, then what next, right through to the end. Don't worry about being polished, just describe how it actually runs.
Who's involved, and where does it hand off? Which roles or people touch this, and the points where it passes between them.
What tools or systems are used at each step? CRM, email, SMS, a contact database, anything.
How often does this happen, and how long does it take? Per week or per month, and roughly how long each one takes. Also: how big is your past-client list?
Where does it slow down, break, or pile up? The part that's most frustrating, error-prone, or where things fall through the cracks.
If you described this problem to a friend, how would you say it? In your own words, no jargon. This helps your report sound like you, not a template.
What's it costing you? Anything being turned away, delayed, lost, or left on the table because of how this works now.
Have you already tried anything here? Templates, a half-working tool, partial automation, a process that sort of works. Optional.