In an ideal scenario, I have provided an estimate followed by a statement of work along with access to our customer portal where all information regarding the account can be viewed. 

By keeping all information in a common system, it is possible to provide information to my customers even if I have not worked on the project myself by reviewing the notes of the work performed.

As work is performed, my customers get an email with details of what was done and all of this information is also included in the final invoice.

Another added benefit is seeing trends in real time. By the time a Microsoft update has caused an issue at a third customer location, we are typically taking actions to prevent the same problem from hitting other customers or proactively reaching out to customers to warn them of outages that will affect them.

We _invested_ in software (we call it Harlan) for just this purpose.

There are thousands of moving parts and options within every PowerCore system - let's play with a Visitor.

1. They, or the Member inviting them, (or me!) can go to Find a Team   https://powercore.net/find-a-team-to-visit
   and select the days that work for them (maybe they have a weekly appointment on Tuesday - don't show them any Tuesday Teams)
   enter their classification (since each Member's seat is protected, don't show them Teams where they can't join)
   and zip codes for a traffic path (Harlan won't show Teams in Buford to someone who lives in Hiram.)
   
   
2. They'll see two choices close to work, two close to home, and two other options - 
   and select two Teams to visit. 
   Then they'll enter the date for each visit, their contact info, give credit to the person who invited them, and
   wham - confetti.
   
   
3. The Visitor will get an email with an introduction to the VisitorCoOrdinator, and their phone number.
   The VCO 2nd, TCO, and TCO 2nd will be copied in case the VCO is on vacation <grin>
   
   
4. The person who invited them will get a thank you email, so they know which Teams their Visitor is checking out.
   
   
5. The Visitor's name and contact info will show up for all Team Members on the dashboard card for that week's meeting.  
   This makes it easy for all Members to follow through - they have the contact info.
   
   
6. The Visitor's name and contact info is added to the VisitorCoOrdinator's report, so the VCO doesn't have to type anything -- they just press the check mark, saying the Visitor attended,
7. and the Team's records are updated,
8. and a secure application is created for this Visitor,
9. and the Visitor gets an email with information about joining a link to their personal application.

These things happen when I'm in the office, and when I'm not in the office. They aren't tasks on my list, they are a process that makes checking out a Team comfortable.

Of course there are things that have to change - I just got asked to change the way a name was spelled - easy.  Sometimes they need to change the date of the visit - easy. Sometimes the classification they used could be more effetive - I can change that.

10. is when the application is submitted - and that starts a new process waterfall.

When the process is the same for everyone Members can tell Visitors what to expect. That makes them comfortable.

Harlan was an investment, and every day he's worth it.

In elder care, uncertainty creates anxiety, so I’m very intentional about having systems in place that protect my clients—even when I’m not immediately available.

From the very first consultation, clients know what to expect next, how I’ll follow up, and when they’ll hear from me again. After every conversation, they receive a written ElderCare Summary that documents decisions, care criteria, and next steps.

If I’m in the field with another family, that summary becomes their point of reference. It reassures them that nothing is being missed and that there’s a clear plan in motion.

That consistency is what protects my clients. They don’t feel dependent on reaching me in the moment—they feel supported by a process that is steady, transparent, and reliable, regardless of who is responding at the time.

I have 20 years of servsafe manager training to make sure I am surving food safely and how to handle situations like allergies. Also my customers have my business e-mail and phone number that goes directly to my cell that is on at all times so i am always available if i do not answer then i will text r e-mail within that day.

We use a Client Experience & Project Control System built on three things:

• Defined phases + milestones (Discovery → Design → Proposal → Pre-Con → Build → Closeout) so the client always knows where they are in the process.

• Written standards (SOPs + checklists) for every handoff and major step: site measure, design review, procurement, scheduling, install day, punch list, final walkthrough.

• Single source of truth: a shared project hub (proposal + plan set + selections + schedule targets + change orders + photo updates), so nothing lives in someone’s head or inbox.

That system prevents surprises, protects budget/scope, and keeps communication consistent.

We set expectations before the project starts, and we reinforce them throughout:

• “What to Expect” onboarding: a short, clear overview that covers timeline ranges, site readiness, weather impacts, work hours, access, pets/kids, noise, material staging, and how decisions get made.

• Weekly touchpoints (even if work isn’t happening that week): status, next steps, decisions needed, and what’s coming on site.

• Decision deadlines for selections (plants/materials/lighting) so the schedule doesn’t drift.

• Change Order rules: if it changes scope, it changes price/time—documented and approved in writing.

Clients feel calm when they can predict the next step.

Two layers:

Example of what our clients receive:

• “Thanks for reaching out — you’re taken care of. If this is urgent (site access, safety, irrigation leak), reply ‘URGENT’ or call this number. Otherwise, you’ll hear back by [time window] from [name/role] who has full access to your project file.”

Clients are never reliant on one person:

• Primary Contact (day-to-day)

• Backup Contact (always assigned)

• Production Lead (field execution)

• Design Lead (design intent & selections)

So if I’m in a meeting or on a job site, the client still gets a confident answer from someone who’s fully informed.

We run a “same outcome every time” plan:

• Client Experience Playbook: tone, response times, update cadence, and “how we communicate” standards.

• Internal pre-construction checklist: utilities marked, access confirmed, materials verified, crew briefed, design intent reviewed, protection plan for lawns/driveways/foundation, and staging plan.

• Daily field documentation: progress photos + notes logged to the project hub.

• Quality gates: install inspection + punch list + final walkthrough with clear closeout steps.

• Post-project follow-up: care instructions, warranty notes, and a 30-day check-in for living materials.