ENVIRONMENTAL SERVICES · PHOENIX
A front office that does not depend on one seat
An environmental services company kept losing the person in its front-office seat, and the work went with them each time. I mapped the work, built the tools around it and gave referrals a place to land.
3
HIRES INTO THE SEAT BEFORE THE WORK WAS DEFINED
1
QR CODE ON EVERY TRUCK
1
VIEW OF EVERY REFERRAL AND ITS STATUS
0
SPREADSHEETS TO RECONCILE
The situation
Scheduling, customer calls and paperwork all ran through one desk. Three hires into that seat did not last, and each departure reset the office. Drivers heard about new business on their routes and had no reliable way to pass it on.
What I built
- A scheduling tool built around the company's routes
- A digital referral slip: a QR code on the truck opens a short form anyone on the team can fill in
- An office view of every referral with its status, from received to paid out
- A written definition of the front-office role, with the repeatable work moved to systems
What changed
- The role is written down, so the next hire steps into a defined seat
- Referrals from the field are captured the moment they happen
- The method became The Front Office Playbook
Details are from the working tools as of autumn 2026. No revenue results are claimed.
Want something like this in your business?
Tell me what is going on and I will tell you what I would build first.