The companion book to the course New-Hire Onboarding & SOP Readiness for Small Teams: all fifteen lessons as a 115-page PDF, each with its sources. Five parts: Why the First Ninety Days Decide It · The First Week · SOPs: Writing Down How the Work Gets Done · Teaching the Work · Making It Repeatable. You finish by building your own Onboarding Kit.
A PDF you download right after you buy. Read it on any phone, tablet or computer, or print it if you'd like a paper copy.
The companion book to the course Customer Service & Client Communication for Small Teams: all fifteen lessons as a 123-page PDF, each with its sources. Five parts: What Customers Actually Judge · Clear Before Kind · Policies, Limits and Saying No · When It Goes Wrong · Limits, Steadiness, and the Service Book. You finish by building your own Service Book.
The companion book to the course Front Desk & Client Intake Excellence for Small Teams: all fifteen lessons as a 133-page PDF, each with its sources. Five parts: First Impressions, at the Counter and on the Line · Intake, Forms, and the Client's Path Through the Desk · The Book · Messages, Handoffs, and Money · Privacy, Memory, and the Desk Guide. You finish by building your own Desk Guide. This book is not legal or financial advice. Where the law comes in, it points you to the owner, the payment processor and the business's attorney.
Occasional notes on running a small business without a back office — what the numbers actually say, and what to do about them. No schedule, no filler.