Two pains from the review: quotes took days and relied on experience with no price floor; and 147 of 234 quotes were never closed out, with no follow-up. Here the quote is generated from the enquiry and the rate card, approved only where a rule says so, and every sent quote is tracked from opened to accepted with the next touch already booked.
The agent reads the enquiry and photos, applies the rate card and loadings, checks the floor, and shows the true result at quoting stage, overhead included. Inside the rules it sends itself. Outside them: one person, one reason, one button.
Sent, opened, what the customer asked, what we sent back, when the next touch is due. Red rows are past a rule. The button is the next action; nothing waits for someone to remember.
The review's costliest habit: one small job scheduled alone, with $3,345 of daily overhead landing on it. Here the unit of scheduling is the visit (grind day, coat day, topcoat day), clustered by zone and sequenced by cure time, with a two-jobs-a-day rule and repairs bundled on route days. Every crew-day shows whether it earned its overhead.
From the review: $52,745 of bad debts in three years, 91 invoices stuck in "Invoiced" though paid, payments in Xero never marked against the job. Here a deposit comes before the first visit, progress claims are written into anything over $10k, the final invoice is triggered by the signed handover, Xero payments match back to the job automatically, and reminders run at 7, 14 and 30 days with a stop-work rule behind them.
The review counted 24 rework events in twelve months, $28,000 of labour, two whole floors redone, the same three or four applicators on most of them, and causes that were masking, edging and preparation, not product. Here a claim pulls the job's evidence (pre-start checklist, moisture reading, batch numbers, photos, signed handover) and is classified workmanship, product or customer use before anyone drives out.
Every number here falls out of the job record. Nothing is typed into a spreadsheet at month end. Was is the 55 days before the system went live; now is the 35 days since; target is what the review set.
Score blends hours against quote, pre-start and handover compliance, callbacks and customer sign-off. The review asked for a quality component of pay tied to defect-free completion; 85 is the line.
The one page the review asked for (B8): revenue by segment, gross margin by job type, jobs and days, defect cost, debtor ageing, lead conversion, cash. Read in ten minutes; later, shown to a buyer.