Budd's Core Processes

The HR Process

Step 1: Recruiting

  • Define role/job description/salary for:
    •  Technicians
    • service managers
    • sales reps
    • office managers
  • Decide search medium
    • Indeed, LinkedIn, Insta, FB, Zip Recruiter, Handshake
  • Begin search

Step 2: Interviewing

  • Screening questions on platform
  • Screen resumes
    • Automation? Do we auto send out a follow up with them to take action?
  • Check references
  • Interview
  • Evaluation and selection
  • Evaluate growth KPIs

Step 3: Orientation

  • HR policy/review employee manual
  • Onboarding
  • Benefits review
  • Position training
  • CEO orientation (company story/culture)
  • Hand out uniforms

Step 4: Quarterly Reviews

  • Manager fills out the People Analyzer in preparation for the review
  • Follow the review checklist
  • Review the People Analyzer
  • Document the review and have it signed by all parties
  • File review with HR department

Step 5: Termination or Mutual Release Agreement

  • Three-strike rule with documentation
  • Terminate upon third strike
  • Contact legal counsel
  • Meet with employee/have HR present
  • Exit interview
  • Document termination and have it signed by all parties
  • Offboarding

Step 6: Ongoing Benefits Management

  • 401K management
  • Sick leave
  • PTO
  • Health insurance
  • Employee files
  • Provider retention
  • Continuing Ed 

KPI’s to track:

  • Number of inquiries vs spend
  • Offer to acceptance ratio
  • Time to fill: Amount of time it takes to fill a spot from the time it was opened

The Marketing Process

Step 1: Identify Target Market

  • What are their needs and wants?

Step 2: Develop a Marketing Strategy

  • Set goals
    • More calls
    • More website visits  
      • More webchats
  • Identify a unique selling proposition (USP)

Step 3: Create a Marketing Plan

  • Allocate a budget
  • Determine tactics to be used
  • Google LSA implementation and tracking

Step 4: Implement the Marketing Plan

  • Create/distribute marketing materials
  • Advertising
  • Promotions

Step 5: Measuring and Analyzing Results

  • What are measuring metrics?
  • Make adjustments as needed

KPI’s to track:

  • ROI on Google LSA ad spend vs. quote, disputed leads, and Google LSA Spend for the week
    • Every Friday go through the leads booked
    • Log into https://ads.google.com/u/1/localservices/inbox?cid=2015546556&bid=2627252441&pid=9999999999&euid=7191674902&hl=en&gl=US
    • Go to Leads section
    • Click Active
    • Click into each lead for the week
      • Search phone number in jobber to see if lead was converted into an appointment
      • You can listen to the call by clicking “show recording”
      • Either archive or mark booked at the top of the page
        • If lead was booked, enter total value of the lead by looking for approved quote in jobber or paid invoices from that lead. This is an important part of the KPI below
      • If lead is disputable (a bad lead that wasnt even a plumbing prospect and hung up) click the 3 dots in top right of lead and dispute. This is a KPI that will be provided to the general manager.
    • Go to reports section
      • On top right to the right of “Overview” Change date to the week you are tracking. Friday to Thursday
      • Determine booked lead cost: Divide appointments booked by budget spend to get cost of booked lead. Example there were 5 booked leads and $100 ad budget spent. 100/5 =$20. Each booked lead cost $20 for that week. This is a KPI that will be provided to the General Manager and entered into the Non Financial KPI sheet
    • Determine ROI for Google ad spend
      • If the budget for the week was a $100 and you converted a $1000. The KPI result here would be .10. ($1000-$100)/ $100=9 or 900%. This is the calculation you do to determine the ROI on ad spend. This is a KPI that will be provided to the General Manager and entered into the Non Financial KPI sheet.
    • Determine the total ad spend for the week.
      • Go to reports section and get the budget spent from Friday to Thursday.
        • This is a KPI that will be provided to the General Manager and entered into the Non Financial KPI sheet.

  • ROI on ad spend vs.closed
  • Cost of acquisition- total spend vs. number of leads
  • Google LSA leads and if any need to be disputed

The Operations Process

Step 1: First impression

    Step 2: Service process

    • Establish effective communication channels with clients
      • Address inquiries, provide updates or reminders

    Step 3: Follow up surveying and reviews

    Step 4: Membership

    KPI’s to track:

    • Memberships sold
    • Reviews given
      • Good vs bad
      • Log into podium.com
        • Go to reviews section
        • Go to all reviews
        • Look for reviews given in the time frame you are tracking. Friday to thursday. Enter into NON FINANCIAL KPI SHEET
    • Quote conversion rate, number of quotes sent out, value of quotes that were converted
      • Log into Jobber.com
      • Go to Reports section on left hand side
      • Go to quotes converted report in Quotes section
        • Change time frame to Friday to Thursday
        • Converted number+ approved approved number (in color blocks) / total number of quotes sent out. This KPI is a %. So if 2 were approved, 3 were converted, and a total of 10 were sent out. The math would be (2+3 ) / 10 =50% conversion rate. Enter into NON FINANCIAL KPI SHEET
      • Number of quotes sent out
        • Awaiting response +approved + converted +Archived for the time frame being tracked = Number of quotes sent out Enter into NON FINANCIAL KPI SHEET
      • Value of quotes that were converted
        • $ approved + $ converted= Value of quotes that were converted. So if $211 was approved and $5346 was converted, the value of quotes converted is $5557. Enter into NON Financial KPI SHEET

    The Finance Process

    Step 1: Budgeting

    • Expected income and expenses
    • Track expenses

    Step 2: Bookkeeping

    • Set up books
    • Weekly categorization of income and expenses

    Step 3: Invoicing and Payment

    • Invoicing process
      • Payment methods accepted
      • Late penalties
    • Payment process

    Step 4: Expense Management

    • Review and analyze expenses
    • Identify areas you can reduce cost or negotiate better rates with suppliers
    • Track expenses for tax purposes

    Step 5: Tax Compliance

    • Identify tax strategy/potential deductions
    • File and pay taxes

    Step 6: Financial Analysis

    • Analyze financial statements - look for trends/areas of improvement
      • P&L
      • Balance sheet

    Step 7: Cash Flow Management

    • Monitor cash flow to make sure you can cover expenses
      • Expenses
      • Growth investments

    Step 8: Financial Forecasting

    • Set financial goals
    • Develop financial projections based on historical data and industry trends

    KPI’s to track:

    • Gross profit margin:
      • Diff rev arms
    • Net profit margin
    • See fathom

    The Sales Process

    1. Estimating:

    KPI’s to track:

    • Total sales calls for the week
    • Total sales calls converted
    • Total gross sales converted