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| 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? |
Now that you’ve done the hard work, close this tab and go for a walk (or whatever you need to to clear your mind). Then, when you’re ready, revisit your answers. Identify the top three areas that need priority, and the actions you can take to improve them. Make sure to assign tasks to the appropriate team member.
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