Commercial Property Maintenance & Exterior Washing · Bryant / Little Rock, AR & Texas
01 · The "Before" Reality
With $2.6M in commercial exterior maintenance across 200 recurring commercial properties, 15 W2 techs, and 15 subcontractors, Katie Apple was the glue holding payroll, bonuses, and commercial PO entry together. Every two weeks, she had to cross-check crew clock-ins, deduct missed breaks, calculate TopGun efficiency bonuses, and run Gusto - while also logging into SupplyPro every day to copy builder PO numbers into Jobber.
02 · Single Constraint Diagnosis
Two-Layer Constraint Across Office & Fulfillment: 1. Co-Owner Katie Trapped in High-Friction Back-Office Admin: Katie was spending hours every pay period manually calculating biweekly Gusto Payroll, auditing quarterly TopGun Scoreboard crew efficiency bonuses, and manually pulling commercial Purchase Orders out of SupplyPro to create work orders in Jobber. 2. Jobber Entry & Subcontractor Closeout Leaks Hurting Recurring Revenue: Sales reps (Matt Brown / James) were entering jobs in Jobber without required PO numbers or sales tax (omitting sales tax on 7 out of 10 quotes for a single commercial property and double-counting a $3,000 sales report entry), while subcontractor jobs sat unmarked as completed in Jobber, blocking recurring billing and inflating crew hours due to missing break/clock-out entries.
Document Katie's exact payroll, bonus, and PO workflows via screen-share, build the Gusto/TopGun and SupplyPro Playbooks, and hand daily execution to the Edge Operations Manager (Alicia Villafuerte, then seamlessly transitioned to Franklin Raudales Galeas) so Katie only reviews the final pre-payroll summary.
03 · What Was Built in the Sprints
Mapped 5 iterative versions of the Lead Acquisition, Sales, and Fulfillment Workflows (Sprint 1), authored the Gusto Biweekly Payroll & TopGun Bonus Calculation Playbook and the SupplyPro-to-Jobber PO Entry Playbook (Sprint 2), and transitioned 100% of routine payroll prep, daily break/clock-in verification on the TopGun/Topcon dashboard, and SupplyPro purchase order entry off co-owner Katie Apple.
04 · Real Rollout Friction & Course-Correction
Three real operational snags surfaced - and got fixed - during the sprints: 1. Catching the "7 of 10 Missing Sales Tax Quotes" & $3,000 Duplicate Sales Error: While auditing Jobber job creation against the new Job Entry & Verification Playbook, Franklin discovered that sales reps had left sales tax off 7 out of 10 quotes for a single commercial client and had duplicated a $3,000 job on the sales report! Franklin fixed the tax settings before invoices went out and instituted a mandatory Daily Jobber Entry Audit. 2. Slimming a Bloated 42-KPI Draft Down to a Weighted-Average Scorecard: In Sprint 4, the initial scorecard brainstorm ballooned to 42 separate KPIs across the company - which would have paralyzed their weekly meeting. Franklin and trainer Adriana Marinho ruthlessly pruned the 42 metrics down to a high-signal Weighted-Average Company & Department Scorecard (tracking Jobber Entry Accuracy, Subcontractor Jobs Closed On Time, TopGun Crew Efficiency %, and Sales Pipeline). 3. Chasing Sales Manager Matt Brown for Role Alignment: When Sales Manager Matt Brown rescheduled his role-mapping session multiple times, Franklin didn't let the install stall - he locked in daily/weekly inspection blocks on his calendar starting October 26 (Daily Jobber/Topcon Check, Weekly Jobber Job Review, Friday Past-Due Subcontractor Check with Chris) and launched the Monday 10:00 AM CST Weekly Scorecard Meeting Rhythm.
05 · Before vs. After Operational Shift
| Operational Dimension | Before EdgeOS | After EdgeOS Install |
|---|---|---|
| Owner Involvement | Katie was trapped in biweekly Gusto Payroll, TopGun bonus spreadsheets, and manual SupplyPro PO entry; Chris chased unclosed subcontractor jobs alone. | Operations Manager runs Daily TopGun Break/Clock-In Audits, SupplyPro-to-Jobber PO entry, Biweekly Payroll prep, and Friday Subcontractor Closeout Reviews with Chris. |
| Workflow Execution | Sales omitted tax on 7 of 10 quotes in Jobber; $3,000 duplicate sales entry; subcontractor jobs left open in Jobber (breaking recurring schedules). | Daily Jobber Entry Verification Playbook caught the tax & $3k errors; Subcontractor Completion Playbook ensures recurring jobs cycle on time. |
| Visibility & Cadence | Unwieldy 42-metric wish list with no unified weekly scorecard meeting. | Pruned 42 metrics into a clean Weighted-Average Company & Department Scorecard reviewed every Monday at 10:00 AM CST. |
06 · In Their Own Words
"Problems found while mapping: 1) Sales not following the job-entry process in Jobber (hurts recurring jobs - including missing sales tax on seven of ten quotes for one property and a $3,000 duplicate on the sales report); 2) most subcontractor jobs not marked completed; 3) Jobber not showing PO numbers from SupplyPro... Taking over: verifying jobs are created correctly in Jobber, subcontractor job completion follow-up with Chris every Friday, and daily review of crew breaks and clock-ins/outs on the TopGun dashboard."
