Work

The problems I was handed inside one service business, and what I did about them, on site, with the crew. In the order I fix businesses: demand, people, then the operation underneath.

Demand

• Half the revenue base gone in February. Records by May.

  A policy change took our largest account. How we rebuilt demand in four months.

• From invisible to #1 rated

  Positioning, content and AI search on almost no budget, with samples of the writing.

People

• Building a guide-training program from nothing

  A bootcamp, real case studies and a debrief culture that held quality steady while the company grew.

The operation underneath

• How we got our rafting operation off a whiteboard

  What the week looks like when the whole crew works off one plan. Mostly pictures.

• The operating platform

  One connected model of the whole operation, tied into the booking system, Slack, phones and forms by automations and connectors, with conflicts caught before they become day-of failures.

• The sensor layer

  What the crew says in Slack, on the radio and in forms, read and checked against the live operation, so what nobody writes down still gets handled.

The thinking behind it

• Everyone bought AI. Almost nobody connected it to the business.

  Why most company AI stalls, and what changed when we connected ours.

• I was the API

  For a few seasons most questions in the operation routed through me. What it cost, and how it stopped.

• From about 30 to about 1,800 AI search appearances a month

  The lever wasn't more content. It was an operation worth describing.

• We stopped hiring for experience and started hiring for trajectory

  Seasonal crews in a town nobody commutes to. What we changed.

The same work, inside your business: how I work on site.