$5M to $10M
The processes in your head stop working once you have managers. Write down what works, add a management layer and build margin you can explain line by line.
- Promote or hire managers who can run a team without you.
- Turn how you work into processes that are measured and followed.
- Find margin by service and client, and fix the worst first.
In Order
Add a layer of management
A service desk lead and an account manager, and what each one owns.
Write the process down
Onboarding, escalation, change and offboarding, as procedures a new hire can follow.
Measure the desk on the right numbers
Cost per ticket, utilization and first response, read weekly.
Run the QBR that raises the price
Every client, every year, with the increase on the agenda.
Explain the margin
By client, by service and by tech, to somebody other than yourself.
Featured Template
Price Increase Letter
You know your rates are too low. The hard part is the letter. This one says the number, the date and the reason on one page, with the rules for when to send it.
- 2 pages
- Template
- Free with an account
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