Our biggest revenue year and our closest call to collapse happened at the exact same time. We had the COVID recipe down cold: hire more people, run more calls, ride the wave. It worked because the demand never stopped. The mistake was never building the process to support all those new people. So when the wave broke, we had a team with nowhere to point them. Growth without infrastructure just delays the problem.
@officialchadpetermanTranscript
The year that we grew over 100 million in revenue was the same year, the thing almost collapsed. Fast growth coming out of COVID, we hit COVID so perfectly. We knew the recipe. It was, "Bring on more people, run more calls." That worked during COVID because the phone never stopped ringing. Demand was through the roof. That was the recipe. As COVID ended and it shifted, the business model shifted. Unfortunately, as we were hiring all those people, we never built the process and procedure to support them. What happened as the growth curve changes, you have all of these people sitting here wondering what do I do, where is the work, where are the calls, so on and so forth. What I encourage you to do is always be looking at what is the process and procedure, what is the infrastructure that is going to support all of these people that I'm bringing on? Do they all have KPIs? Do they all understand what success looks like? Do they all understand what they're there to do and how that supports the company's growth overall?
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