Tactics
Playbooks by department
Each department has its own weekly work. Chassis is shown first as the shared manager layer — not rewritten as if it were marketing, sales, or production.
Chassis — every manager
Department Manager Playbook
Run one gear so well that the rest of the machine can trust it. Get today's work done and raise tomorrow's capacity.
Monday: Mission and number
- Restate function, KPI, and this week's Growing Up cause in 60 seconds.
- Scoreboard first. Stories second.
- Name the internal customer you will serve extra well this week.
Daily: Winning Schedule
- Three HVAs before email: one people action, one process action, one number action.
- One coaching conversation that raises someone's capability.
- Protect 30–60 minutes ON the team, not only IN the work.
Friday: Capacity
- What can this team do next week that it could not do this week?
- One repeating pain documented or trained out.
- Touch the Virtual Bench or one recruiting action.
Monthly
- Score the ten Chassis jobs 1–5. Work the lowest two.
- Score the ten Rally conditions. Fix the lowest two.
- Ask upstream and downstream: what are we handing you that is broken?
- Seat review: want to be here / can learn / engaged.
- Run one 10-point department review (ProM 9) and write three decisions.
Quarterly
- Full Hire Higher look at any open or weak seat.
- Training path audit for every seat.
- Moments of truth: rescript the five customer (or internal) moments.
- Crisis walk-through with the owner or GM: what would we do if…
Traps
Trap
Being the best technician on the crew
Instead
Build people who can do the work without you.
Trap
Picking a side: leadership vs the team
Instead
Unify. We win or lose together.
Trap
Doing everything right on the wrong work
Instead
HVAs first. Then the interruptions.
Trap
Hoping inherited low performers catch fire
Instead
Coach, train, then decide. Low expectations become the culture.
Trap
Hiding bad news
Instead
Notify early. Small problems are cheaper.
Marketing Manager only
Marketing Manager Playbook
Feed the Appointment Center enough of the right leads, at an allowable cost, with a distinction the market can remember.
This gear, this week
- Post leads and cost per lead by source.
- Inspect every live campaign against its CPL cap and lead goal.
- Give the Appointment Center the ad schedule so Catchers can pin source.
- Kill or repair one source that cannot be sold profitably.
Monthly
- Recalc allowable CPL from current ADL and close rate.
- Review show/web/mail mix with the AC manager: quantity vs bookable quality.
- One brand-consistency pass: trucks, signs, site, first sentence.
Quarterly
- Visual Ambition for this gear: lead volume, CPL, and the How that is actually different from last year.
- Seat and vendor review: designer vs manager. Do not confuse them.
Traps
Trap
Clever campaigns with no inspection
Instead
PI Playbook: plan, inspect, keep, kill.
Trap
Generic headlines competitors can steal tomorrow
Instead
A distinction a homeowner can repeat.
Trap
Buying more web leads while Surfer callback is measured in hours
Instead
Fix speed downstream before you pour more in the top.