The Deliverable
What’s actually in the Map
The Map is a written document. Twenty pages, give or take. PDF, or printed and bound if you want to hold it.
Here’s the shape of each section, with example excerpts so you can see what it actually reads like.
Not the org chart. The real path a customer takes from “first text” to “paid and done,” with every place the path dead-ends, doubles back, or runs through your head.
Example excerpt
When a customer texts to reschedule, the message goes to your phone. You call back during a job. You check the calendar in the truck. You sometimes update the bookkeeping doc; sometimes you forget. About 40% of the time, the change doesn’t make it to the next-day reminder. Seven steps. Three of them live in your head. Two of them get dropped.
The point isn’t to automate everything. It’s to know what’s actually yours to keep — and stop carrying the rest in your head.
| Task | Frequency | Bucket | Why |
|---|---|---|---|
| Answering “can you fit me in?” texts | 8x/day | Automate | Pattern is predictable |
| Approving estimates over $1,500 | 2x/week | Keep | Judgment call — needs you |
| Sending payment reminders | 3x/week | Automate | Rule-based |
| Walking through a complicated job | 1x/week | Keep | Your expertise; can’t be handed off |
Sequenced by what unblocks the most time fastest — not what’s coolest. A typical entry:
Three to six entries, ordered. You can build them in sequence, build the first two and stop, or take the roadmap to someone else.
Example excerpt
Week 1: Reschedule handler. Highest volume, lowest risk. When a customer texts to reschedule, the system reads the calendar, offers three options, books the chosen slot, sends confirmation. You see the result in the morning. No new app for the customer to download.
Three sections: what needs your brain today, what got handled overnight, what’s coming up. The sketch isn’t the finished thing — it’s the picture, so you can see what “done” would look like before you decide to build it.
When the Map is done, this document is yours.
Take it to me to build. Take it to your existing tech person. Build it yourself. You own it either way.
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