The ruleEvery fact has one home. Write it there first, the same day. Everything else copies it, and when two systems disagree, the home wins.
| The fact | Its home | Never the home |
|---|---|---|
| Where a lead came from (source, campaign, tracked number), texts and calls with them | HighLevel | ServiceMinder's channel field is a copy |
| Appointments, proposals, invoices, payments, the contact and its notes | ServiceMinder | HighLevel calendar is a cross-check only |
| The client's design style, budget and inspiration before the visit | Design Journey (design.ktubtu.com), copied to a ServiceMinder note | Rep memory, texts |
| The price, the estimate lines and the finalized selections | JobTread (priced through pricing.ktubtu.com) | Spreadsheets, PDFs saved elsewhere |
| What to order, order status, ship dates, actual cost per item | orders.ktubtu.com: the job's order sheet, or every job at /w | Email threads |
| Schedule, daily logs, budget vs actual | JobTread | Group texts |
| Photos of the property, before / during / after | CompanyCam | Phones' camera rolls |
| The books | Switchbooks (kept by Ledge, closed monthly; replaced QuickBooks 2026-10-31) | QuickBooks (retired), bank app, Ramp |
| How we do things (standards, SOPs) | This playbook | Intranet rows, old Google Docs |
| Today's numbers and what needs attention | Intranet (dash.goaxyom.com) | — |
1. A job's path through the systems
The same fifteen stages as Lead to Last Nail, with the software each one runs on. Bold boxes are the hand-offs where a record moves from one system to the next.
Demand & booking
01 · Lead landsCaptureWebsites · Google Ads + LSA · Meta · Google Business Profile · Closebot chat → HighLevel
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02 · BookingQualify & bookPerceptionist answers · office qualifies · appointment in ServiceMinder
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03 · ConfirmDesign style quizServiceMinder sends the invite → client takes the quiz on design.ktubtu.com → brief to the designer + ServiceMinder note
The appointment & the close
04 · PrepRead the briefDesign Journey brief · CompanyCam photos · HighLevel conversation
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05 · ConsultShow & measureLookbook (lookbook.ktubtu.com) · tier cheat sheets (design.ktubtu.com/tiers) · CompanyCam
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06–08 · PriceProposalpricing.ktubtu.com prices it on the JobTread engine → Create proposal: estimate on the JobTread job + proposal in ServiceMinder. Sent = frozen; Sold = the app stops writing to JobTread
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07 · FeedbackPost-consult surveydesign.ktubtu.com/f/k · /f/b → intranet Consult Feedback
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09–11 · CloseSign & depositServiceMinder: Won, invoice, deposit · HighLevel: Won · JobTread job · CompanyCam project
Selections & ordering
12 · SelectionsClient picksClient selection link from pricing.ktubtu.com, or JobTread Selections
→
12 · SignedSelection SheetJobTread document "Order Sheet — final selections", signed by the client
→
12 · HandoverOrder sheetpricing.ktubtu.com builds it from JobTread, emails purchasing, drafts the handover email, notes the JobTread job
→
12–13 · OrderOrder sheetorders.ktubtu.com: one sheet per job, order status, actual cost, actual GP; every job at /w
Production & closeout
13 · ReadyPre-installJobTread schedule · order sheet "Received" · client told the date
→
14 · InstallBuild & change controlJobTread daily logs + change orders · CompanyCam progress photos
→
15 · ClosePunch, pay, reviewServiceMinder final invoice + payment · HighLevel review request · referral ask
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BooksMoneyChase → Switchbooks (Ledge) · Ramp cards · payroll
2. Every tool, what it's for
Tools we built (ours to change)
| Tool | What it's for | Who uses it |
|---|---|---|
Intranetdash.goaxyom.com | The team's front door: daily briefs from the agents, pipeline, projects, appointments, finance (owner only), library, tech health. | Everyone |
Pricing toolpricing.ktubtu.com | Prices a job on the JobTread engine (re-read every hour), writes the estimate to JobTread and creates the ServiceMinder proposal in one press, sends the client selection link, builds the order sheet. A sent proposal changes only when someone presses Update sent proposal; a sold job is never rewritten from here — changes after the sale are change orders in JobTread. Settings (the gear) holds your account and, for admins, the team, price book, emails, order sheets and connections. | Designers, sales, PM, admin |
Design Journeydesign.ktubtu.com | The client's pre-visit design style quiz, the designer's brief, the post-consult survey. /send sends a journey by hand; /send/journeys shows the funnel; /tiers and /tiers/pick are the tier cheat sheets. | Clients, designers, office |
Lookbooklookbook.ktubtu.com | Door styles, colours and finishes to show in the home. Rebuilt automatically from the catalogue. | Designers, clients |
Playbookplaybook.ktubtu.com | This site. How we work, stage by stage. | Everyone |
Ordersorders.ktubtu.com | One order sheet per finalized job: what to order, from where, order status, PO, ETA, received, actual cost, actual GP. Every job on one page at /w. Removed items are struck through, never deleted; each line's history shows who changed what. Replaces the Job Tracker Google Sheet, retired Oct 1, 2026. | Purchasing, PM, owner |
| Agents | Scheduled assistants that read the systems each morning and publish briefs to the intranet: Goldeneye (customer follow-up), Pipeline (funnel), Foreman (projects), Paid and Organic (marketing), Moola (finance), Tekki (tech health), Ax (notifications). Cellar and Harvest cover Earthwise. | Read by everyone on the intranet |
Platforms we subscribe to
| Platform | What it's for | Owner |
|---|---|---|
| HighLevel | Lead capture, attribution, texting and email with leads, nurture automations, review requests. One account per brand. | Office / marketing |
| ServiceMinder | The franchise's system of record: contacts, appointments, proposals, invoices, payments. Sends the Design Journey invite and booking texts. | Office |
| Perceptionist | Live call answering and booking; call notes land on the ServiceMinder contact. | Office |
| Closebot | AI chat that answers and qualifies web and text leads. | Marketing |
| JobTread | The pricing engine and catalogue, estimates, selections, signed documents, schedule, daily logs, budget vs actual. | Sales → PM |
| CompanyCam | Every job photo, organised by project. | Sales, PM, crews |
| Google Workspace | Email, calendar, Drive. The business library lives in Drive (numbered folders 01–07, .Project Management). | Everyone |
| Slack | Team chat and agent alerts. | Everyone |
| ClickUp | Task lists and build requests. | Owner, ops |
| Google Ads, LSA, Meta, Google Business Profile | Paid and local demand. Tracked with GA4, Tag Manager and Microsoft Clarity. | Marketing |
| Switchbooks · Ramp · Chase · payroll | Books (closed monthly by Ledge), company cards, banking, payroll. | Owner |
3. How our own tools are wired
You don't need this to do the work. It's here so nobody has to guess what breaks when something is down.
CodeGitHubEvery tool's code and every document on this site. Changes are reviewed, then published.
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Runs onCloudflareHosts the intranet, pricing tool, Design Journey, lookbook and this playbook. Nothing runs on anyone's computer.
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StoresSupabaseThe intranet's database and logins, the agents' briefs, the email queue, the ServiceMinder / JobTread syncs.
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Tells peopleEmail & SlackSelection confirmations, order sheets, designer briefs and agent alerts go out through one queue, to team addresses only.
If something looks wrongCheck the intranet's Tech Health tab first: it shows which connection is down and which brief is stale. A board that shows yesterday's numbers usually means an agent didn't run, not that the data is wrong.
4. Where documents live
- Standards and SOPs: this playbook. Edit the source, never a copy.
- Job files: the JobTread job (signed documents, estimate, selections) and CompanyCam (photos).
- Order tracking: orders.ktubtu.com (every job at
/w). The Job Tracker Google Sheet in Drive →.Project Managementis retired and frozen as of Oct 1, 2026. - Business library: Drive folders
01 Company & HRto07 Vendors & Products,KTU Resources. The intranet Library tab indexes them. Finance and HR folders are owner-only. - Email and text templates sent to clients: kept in the code, pasted into ServiceMinder. ServiceMinder holds copies, not the originals.
- Scripts, training, vendor contacts: intranet Playbook, Vendors and Directory tabs.