Our constantly refined insights from working with clients:

  1. Aim for simple (as simple as possible) but scaleable
  2. Client connection comes first
  3. Automate as many non client facing tasks as possible
  4. Don’t mix communication and task channels
  5. Spend strength to build capacity
  6. Respect hard-won habits when pushing for change
  7. It’s almost never the first solution you consider
  8. Go through the workflow movements to build empathy
  9. Don’t forget that the aim is humans doing human work and software doing mind numbing work
  10. Constraints are often the edge of your canvas not the wall to smash through
  11. Be cautious around managers who are busy technicians. They’re often too busy to make the changes needed to grow
  12. Project the future to inspire change today
  13. Paint two pictures. The business x10 with your current systems and the business x10 with the recommended solution
  14. Do they delegate well? A task list might work better than more structured project management software
  15. What times of the day are they in planning and delegating mode? Choose processes that reduce the friction at the right time
  16. Humans work better being told to do work by a computer (even though you set the task) than through more verbal orders
  17. If the tool isn’t valuable enough to someone, it will always be overpriced to them.
  18. Look out for the jumps from offline to online and back in your business
  19. Be aware of the mental load on your workers from too many processes
  20. Keep your operations manual light, your checklists clear, your training wheels available and your business systems gaining in value weekly
  21. Innovation comes from synthesising outside processes into your organisation

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