Practical guides for growing businesses
Actionable, zero-gloss writing on customer tracking, sales discipline and small business digitalization.
Guide
Hotel reservation software for small hotels: stopping double bookings, reading occupancy and tracking deposits
The six points where a paper booking book breaks, how a double booking actually happens, why room inventory comes first, the right way to calculate occupancy, deposit discipline and a 7-day setup plan.
Guide
How to run a customer satisfaction survey: NPS vs CSAT, eight questions and getting answers onto the record
The difference between NPS, CSAT and CES in plain words, eight questions worth asking, which trigger the survey should follow, five things that lift response rates, and what it takes to get an answer onto a customer record.
Guide
Email newsletter for small business: building the list, writing the send, reading the numbers
How to build an opt-in list, the seven parts of a newsletter, how often and when to send, what open and click rates really tell you, how to stay out of the spam folder, and what to do with the people who opened.
Guide
Employee leave tracking software: the five places a spreadsheet breaks, and what to build instead
The five places a leave spreadsheet breaks, what to record at every step, how to design an entitlement and accrual policy, how to read a balance table, an approval discipline and a 7-day setup plan.
Guide
Customer complaint tracking software: how to stop losing requests, and what an SLA actually does
The five places requests disappear between a message and a fix, what to record at each step of a ticket's life, how to read an SLA timer, queue and priority discipline, and a 7-day setup plan.
Guide
Multichannel order management: how to run Shopify, WooCommerce and Amazon orders from one screen
How a day disappears when you sell on four platforms, the six questions to ask before wiring an integration, why the order number is the only matching key that works, shipping and stock discipline, and a 7-day setup plan.
Industry guide
Legal case management software for small law firms: hearings, powers of attorney and fees on one screen
Why tracking breaks in a small law firm, the 8 things a case management system must have, hearing reminder discipline, powers of attorney and fees, practical confidentiality rules and a 7-day setup plan.
Industry guide
Real estate CRM for small agencies: buyer matching, viewing follow-ups and commission tracking
Why tracking breaks in a three-agent estate agency, the 8 things a real estate CRM must have, buyer matching, the three-day rule after a viewing, commission tracking and a 7-day setup plan.
Guide
Invoice and payment tracking: where the money leaks between an accepted quote and your bank account
The five places money leaks between an accepted quote and your bank account, what to record at every link, how to read an ageing report, a tiered reminder discipline and a 7-day setup plan.