Restoring Clarity, Accountability & Growth for a $15M Construction & Service Company

Turning a chaotic service division into a scalable, sellable operation

The Challenge

The company was growing, but their systems weren’t. Work was being left unfinished, their service division was constantly breaking down, and internal processes created confusion instead of clarity.

Ten different people touched every service request. SOPs existed but weren’t followed. Sales leads lived in five different spreadsheets. Collections were slipping. Technicians were unprepared at job sites.

They wanted to scale and prepare for a future sale — but the operating system underneath couldn’t sustain the next level.

Key Issues

• No clear definition of “finished” work
• 20-person CC email chains
• No process ownership
• SOPs not used or trained
• Disconnected spreadsheets for sales
• Lost leads and hallway communication
• Unprepared technicians
• Collections falling behind

The Process

Rebuilding the Service, Sales, and Training Systems

1. Fixing the Service Process (Mini-Kaizen)

I mapped the entire process with the team, exposing bottlenecks, redundancies, and missing accountability. Then we rebuilt a streamlined, trackable service workflow.

Actions Taken

• Mapped the real process
• Identified failure points
• Redesigned call → job → billing workflow
• Implemented Trello ticket tracking
• Built cycle-time monitoring software
• Reduced involvement from 10 → 3 people
• Eliminated 20-person CC email chains
• Engaged technicians in profitability
• Ensured jobs started with correct tools/materials

2. Aligning People With Expectations

Employees didn’t know what “good” looked like. I created a review system tied to the company’s vision and behaviors so managers could finally set clear expectations.

3. Rebuilding the Sales Pipeline

Sales leads lived across five spreadsheets.
I implemented Pipedrive, configured the pipeline, trained the team, and documented the entire process.

The result was predictable sales activity and no lost leads.

4. Documenting Everything in Trainual

We centralized every SOP and training workflow so processes wouldn’t disappear or live in someone’s head. Onboarding is now consistent and fast.

The Results

A Leaner Operation, Aligned Team, and Stronger Business Value

• Service process reduced from 10 people to 3
• Collections now on time
• Technicians are trained and contributing to the bottom line
• Company-wide expectations implemented
• Fully trackable sales pipeline
• SOPs documented and used
• Company positioned for a successful exit

The Impact

This wasn’t just cleanup — it rebuilt the company’s operational core.

They now have:

• A reliable service engine
• A collaborative, aligned team
• A complete training & onboarding system
• Strong visibility across service and sales
• A foundation designed for scale or sale

The shift from chaos to clarity increased both efficiency and business value.

Ready to Eliminate Operational Chaos?

If your service or sales operations feel heavier than they should, we can rebuild them into systems that run cleanly and predictably.