Where is the friction in your business?

1. Get new customers

1. Does every new inquiry get a reply the same day, without anyone having to remember?
   Yes   No
2. Do you know which source sent your last ten jobs?
   Yes   No
3. Does a lead that goes quiet get a second touch automatically?
   Yes   No

2. Deliver the work

4. Can a new hire find how a job is done without asking you?
   Yes   No
5. Does the same question get answered less than once a week?
   Yes   No
6. Do you know a job is running behind before the customer calls?
   Yes   No

3. Invoice and collect

7. Does every finished job get invoiced within a day?
   Yes   No
8. Does overdue follow-up go out on a schedule, not when someone gets to it?
   Yes   No
9. Can you see what you are owed, and by whom, right now?
   Yes   No

4. Improve the process

10. Can you answer "are we making money on this kind of job?" today, without waiting for the accountant?
    Yes   No
11. Did you change one process last month because of a number?
    Yes   No
12. Do you open fewer than three things to know where the week stands?
    Yes   No