Showing how different functions at work get the job done is as important as creating operations manuals.
When I worked in my own family-owned and -operated plumbing, heating and cooling shop, one of the many jobs I had was salesman. Frankly, most of what I was doing as time went along was sales. And I was typically selling at prices anywhere from a third to half higher than my competition and still closing 80 percent of the requests for a price quote that I went on. And that was great, but …