Your Customer Flow

Map every step from first message to paid and closed.

Workbook
11 pages
About 90 minutes to fill in
Google Docs · Word · PDF

Making this yourself would take about 11 hours: working out the steps, writing the examples and setting it up in Google, Microsoft and PDF. It's done for you.

This document

Your Customer Flow, all three formats

Early Operations pack

This one plus 3 more Early Operations documents

$20

The voice in this video is George's, made with AI.

What it's for

You've had a few paying customers. You notice things going wrong, like asking for details again and again, redoing a price, or chasing a payment you thought was done.

What you'll need: About 90 minutes, your phone and email (messages with customers), your calendar, and your invoices or bank app for the last month or two. Nothing to buy.

Pairs well with

Delivering Your First Jobs Well (the job itself)
Run the Business Without Chaos (the weekly routine around it)
Write Your First Process (write down one step in detail)

What you'll leave with

A map of your customer flow, built from three real customers.
The places where your flow changes from customer to customer, and which ones matter.
A short list of what causes rework, and one fix for each.
A Before We Start list: the information you always need before work begins.
A one-page My Customer Flow sheet you can follow, and later hand to someone else.

Look inside

Sample page from Your Customer Flow. Page 2: Write Down Every Step, as It Really Happened. — Page 2: Write Down Every Step, as It Really Happened.

Sample page from Your Customer Flow. Page 3: One Real Customer, Step by Step. — Page 3: One Real Customer, Step by Step.

How to use it

Work through the steps in order. Each one has a worked example and space to write your own answer.

Pick Three Real CustomersMap what happened, not the ideal.
Write Down Every Step, as It Really HappenedList each thing in order, from first contact to closed.
Compare Your Three CustomersLook for where they went differently, and why.
Name What Causes ReworkSecond trips, second quotes, second rounds of questions.
Build Your "Before We Start" ListThe information you always need before you quote, book or work.
Make It the Same Every TimeSettle on one way to handle each stage, including where "closed" ends.
Tools That Help HereSee the free tools that help.
Do It With AIUse the prompts to find the rework.
My Customer FlowFill in your one page and keep it where you work.
Try It on Your Next Five CustomersFollow the sheet, mark what happened, and fix one thing at a time.

Tips

Use your real messages and invoices, not memory.
Your flow should work on paper before it goes into any app.
Revisit after five customers using the last page.

Three formats, one purchase

Google DocsMake a copy in your Google Drive and type straight into it.
Microsoft WordDownload and fill it in on your computer.
PDFPrint it and fill it in with a pen.

Early Operations pack

Also in the Early Operations pack

4 documents in all

Workbook10 pages
Run the Business Without Chaos
Find where the business leaks and plug it with a short weekly routine.
About 10 hours to make yourself
$7See what's inside
Spreadsheet6 pages
Numbers That Matter
A one-page weekly scorecard for your business.
About 9 hours to make yourself
$7See what's inside
Spreadsheet6 pages
What Breaks First
Check what gives way if more customers arrive.
About 9 hours to make yourself
$7See what's inside

Ready to start?

Pay once, keep it, and download it as often as you like.