<aside> <img src="https://prod-files-secure.s3.us-west-2.amazonaws.com/a50be4c6-bb9f-4b8a-8c94-c097a918929e/1d12b1dc-0515-4eb2-b6d1-7cf05da0b78f/Lime_Green_Dot.png" alt="https://prod-files-secure.s3.us-west-2.amazonaws.com/a50be4c6-bb9f-4b8a-8c94-c097a918929e/1d12b1dc-0515-4eb2-b6d1-7cf05da0b78f/Lime_Green_Dot.png" width="40px" /> $\color{#000000}\colorbox{#e5fd35} {\textsf {Workbook Sections}}$
| Years in Operation | |
|---|---|
| Number of Employees | → FT: |
| → PT: | |
| → Contract: |
Current Products and Offers
| What are you most known for? | |
|---|---|
| What are you best at? → What offer/product does your team succeed most at delivering? | |
| Do you feel that your pricing is correct or is anything preventing you from reaching those numbers? | |
| How has your product / service portfolio evolved over time to meet market needs? |
Office Style
| Working Style (remote, hybrid, in-office) | |
|---|---|
| Does this structure influence productivity and/or team cohesion? |
Org Chart
| Who is on your team & what are they responsible for? | |
|---|---|
| How are decisions made at each level? | |
| Do you have sub-teams? | |
| How does each silo interact with each other? | |
| How do sub-teams manage interdependencies and conflicts? | |
| What is your employee/contractor hiring and review process? |
| What are your company values? | |
|---|---|
| Do you feel that your processes and systems help you achieve these values within your work? | |
| What does company culture mean to your team? | |
| What characteristics, expectations or processes do you have in place to achieve this culture? (i.e. kudos, stand-up meetings) | |
| Who is responsible for upholding values and culture within the team? | |
| What did your company culture look like before COVID? | |
| Does your company have initiatives or programs in place to encourage employee engagement and morale? | |
| What current problems are you facing within your company culture due to software, work locations, etc. | |
| What resources (e.g., training, consulting, software) do you think are needed to support your team? |
Meetings
| How are your company meetings and communication structured? | |
|---|---|
| Do you expect have a chain of command (i.e. assistants → project managers → directors → CEO) | |
| How are questions handled? Do you have a company wiki? | |
| How do you communicate changes or announcements to your team? | |
| Does your team feel empowered to share feedback? If so, how & where do they provide insight? |
| Which roles in your org chart are involved in customer/client interactions? What are they responsible for? |
|---|
Customer Journey
| Explain your customer journey from pre-sale to post-sale. | |
|---|---|
| What about this process sets you apart from your competitors? | |
| How do you interact with leads before they become customers? | |
| What does your onboarding process include? | |
| How do you interact with customers while executing the scope of work? What materials or resources do they need access to? | |
| How can a client ask your team questions or provide feedback? | |
| How do you receive and process customer feedback? | |
| What happens after a customer offboards? Do you have a referral program or offer retainer support? | |
| Does your process change at all when a client moves to retainer or returns for another project? | |
| How does your company ensure consistency across all customer interactions? |
Feedback
| What kind of positive feedback have you received from clients? | |
|---|---|
| What kind of negative feedback have you received from clients? Have you taken any steps to improve these items? | |
| Where are the current bottlenecks within your customer journey? | |
| What areas of the customer journey are currently automated? | |
| Are there any specific areas you’d like to be automated or more streamlined? | |
| How do you disqualify customers? | |
| What data do you collect from clients? | |
| Why is this data important to your business? | |
| Where do you store this data? Do you have a true CRM or are using a platform like Honeybook? |
Complete the following chart to document your current tech stack and/or other software you are exploring. Delete the sample data when ready.
| What is your number 1 priority from achieving a streamlined workflow and tech stack? | |
|---|---|
| What results do you expect your team will achieve from this overhaul? (think culture) | |
| What results do you expect your company will achieve from this overhaul? (think growth) | |
| On a scale of 1-5, how tech-savvy is your team? | |
| Do you feel there will be pushback with an overhaul to your processes and tech stack? | |
| Are there any current roles causing bottlenecks? Explain: | |
| Are there any roles you wish you could hire or remove from your org chart? | |
| How often does your company review processes, workflows & tech stack to identify areas of improvement? |
