A customer texts the salesman asking for a different roof color, but it never reaches the production manager, who orders the original. The fix: create a detailed job file playbook that spells out exactly what the customer wants, so nothing gets lost in the handoff between sales and production.
Why did jobs go wrong? You have the wrong color, put on a roof and don't be ashamed. This stuff happens. It's simply a matter that the sales guy got a text message to his phone where the customer said they wanted to switch colors that didn't make it onto the contract or didn't make it into the CRM. And then the production manager didn't get the notice, and so he ordered the color that was on the original agreement or something like that. All of this is sourced in the fact that the sales guy is out on the roof and he does his thing, and then the production manager gets a file, and he has no idea what the heck he's supposed to do. And the whole goal is to try and make it so that we have this perfect handoff between sales and the production manager so that we know exact. So that once this handoff happens, it's the production manager's football, and we got to try and find a way to make it so it's almost robotic in nature that the production manager doesn't have to think about what the customer might want. They're just doing what they're told. And there's a process in which we use to accomplish this called a job file playbook.
