Short YouTube clip (Phil Risher) advising home service business owners that the most overlooked hire preventing scaling is an administrative/customer-service person. The admin should handle emails, leads, phone calls, invoicing and follow-ups so owners can focus on high-level growth activities like sales and marketing rather than operational minutiae.
Most home service business know that if you want to scale, you need to hire people, but they miss this one hire that always holds them back. That is having an admin customer service person on your team that can manage your emails, follow up on leads, answer the phones, do all the admin stuff that you as the owner, I'm sure you're not getting to and things are falling through the crack. Especially if you want to grow the business. You're probably really good at sales or you're really good at operations, but you need someone that's going to hold the glue together, which is an admin position. On top of that, you are supposed to be focusing on high level tasks to grow your business, working on the business and not in the business minutia. The business owner shouldn't be sending out invoices and following up on them. This is not a productive use of your time. Productive use of your time is sales and marketing and trying to grow your business. A lot of people skip this step and they go straight to delivery, which is hiring more technicians to grow. But they forget the pivotal piece of administrative.
