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The Tailored Closet — Client Portal
Dana & Kalani Nuesca · Powered by Business Succession Pros
Welcome, Dana & Kalani
This is your command center — everything you need to run and grow The Tailored Closet lives right here. Over the coming months, we're building a business that runs with or without you — that's real freedom, real equity, and real options.
We're strengthening operations, developing your team, optimizing profitability, and positioning you for succession — whatever that looks like when the time comes. This portal is your single source of truth for playbooks, performance data, team contacts, and progress tracking.
— Travis Catania, Business Succession Pros
Vision, Mission, Values
Vision
The Tailored Closet North San Diego envisions achieving $3 million in gross revenue by strategically focusing on past customers, prospective clients, and key partnerships with interior designers.
Mission
Transform Spaces — Transform closets, garages, and pantries into beautiful, functional spaces that elevate our clients' lifestyles. Deliver Premium Solutions — Customized solutions that reflect creativity, organization, and luxury. Exceed Expectations — Exceptional craftsmanship that brings unique and personalized designs to life.
Values
Honor — Doing what is right Generosity — With your time, skills, and emotions Transparency — Telling the truth and being able to accept the truth Excellence — Not perfection, but the pursuit
Master Calendar — Upcoming Events
Date
Event
Owner
Status
March 20, 2026
Go-Back Prevention Playbook Review
Cassidy Thompson
Upcoming
April 8, 2026
1/2 Day Quarterly Strategy Review — Q2
Dana / Kalani / Travis
Upcoming
April 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
April 20, 2026
Management Huddle
Dana / Kalani
Upcoming
April 20, 2026
Q2 Quarterly Strategy Workshop (3 hrs)
BSP Team
Upcoming
May 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
May 18, 2026
Management Huddle
Dana / Kalani
Upcoming
June 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
June 15, 2026
Management Huddle
Dana / Kalani
Upcoming
July 8, 2026
1/2 Day Quarterly Strategy Review — Q3
Dana / Kalani / Travis
Upcoming
July 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
July 20, 2026
Management Huddle
Dana / Kalani
Upcoming
July 20, 2026
Q3 Quarterly Strategy Workshop (3 hrs)
BSP Team
Upcoming
August 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
August 17, 2026
Management Huddle
Dana / Kalani
Upcoming
September 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
September 21, 2026
Management Huddle
Dana / Kalani
Upcoming
October 7, 2026
1/2 Day Quarterly Strategy Review — Q4
Dana / Kalani / Travis
Upcoming
October 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
October 19, 2026
Management Huddle
Dana / Kalani
Upcoming
October 20, 2026
Q4 Quarterly Strategy Workshop (3 hrs)
BSP Team
Upcoming
November 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
November 16, 2026
Management Huddle
Dana / Kalani
Upcoming
December 10, 2026
Monthly Advisory Check-in
Travis/Owner
Upcoming
December 21, 2026
Management Huddle
Dana / Kalani
Upcoming
January 10, 2027
Monthly Advisory Check-in
Travis/Owner
Upcoming
January 13, 2027
1/2 Day Quarterly Strategy Review — Q1 2027
Dana / Kalani / Travis
Upcoming
January 20, 2027
Q1 2027 Quarterly Strategy Workshop (3 hrs)
BSP Team
Upcoming
February 10, 2027
Monthly Advisory Check-in
Travis/Owner
Upcoming
March 10, 2027
Monthly Advisory Check-in
Travis/Owner
Upcoming
March 15, 2027
Annual Planning Workshop (Full Day)
BSP Team + Owner
Upcoming
Q2 2026 Focus Areas
Priority initiatives for this quarter:Go-back rate reduction (URGENT) · Labor cost investigation · Cut paid lead spend · Scale Designer Referral program · Lead source tracking · Cassidy leadership development · Material protection protocols
Operations and client relationships. Key decision maker on business direction, staffing, and growth strategy. Active in day-to-day operations and long-term planning. Primary point of contact for BSP engagement.
Strategic oversight and financial management. Focused on profitability, equity growth, and succession planning. Partner in all major business decisions and long-term vision setting.
Leads the installation team and owns quality control. Critical to go-back reduction initiative.Responsible for quality standards, installer training, on-site accountability, and material protection. Primary manager being developed for expanded leadership responsibilities. Submitted 13 operational improvements demonstrating strong ownership mentality.
Manages scheduling, client communication, and office operations. Responsible for implementing lead source tracking at intake. Being developed for expanded operational responsibilities including AR tracking and customer feedback systems.
On-site installation team executing closet and organization projects. Reports to Cassidy Thompson. Currently implementing installer tier level guidelines and quality checklists as part of go-back reduction initiative.
BSP Professionals — Your Advisory Team
Travis Catania
Lead Advisor · Business Succession Pros
Your primary point of contact. Leads the succession planning engagement, coordinates with all professionals, and provides ongoing strategic coaching for Dana & Kalani. Available for strategy sessions, problem-solving, and guidance.
Personal wealth planning for Dana & Kalani. Coordinates financial strategy alongside business succession to ensure personal and business goals align. Focus on tax efficiency and exit readiness.
Ryan Saathoff
BSP Professional
Supporting professional on the Tailored Closet engagement. Contributes specialized expertise to the overall succession and transition strategy.
Mergers & acquisitions expertise. Provides guidance on exit strategy options, valuation optimization, and potential transaction structuring when the time comes.
BSP Operations Team
Christopher
Implementation Specialist
Supports implementation of playbooks, systems, and processes. Works with Travis to execute BSP engagement deliverables and ensure smooth rollout of new initiatives.
Sarina
Client Success Manager
Ensures BSP engagement deliverables are on track, coordinates communications, and monitors progress. Your go-to contact for administrative needs related to the BSP engagement.
Fritz
AI Operations Assistant
AI-powered operational support for BSP engagements. Assists with data analysis, document preparation, research, and automated workflows. Built by Kihbba, managed by the BSP team.
Purpose: Strategic leadership and overall business ownership of The Tailored Closet North San Diego.
Key Responsibilities:
1. Set business vision, strategy, and growth targets
2. Oversee all operations, sales, and financial performance
3. Manage key client and designer relationships
4. Lead hiring, team development, and culture
5. Drive revenue growth toward $3M target through strategic partnerships
Design Consultant
Purpose: Transform client spaces through creative design consultations and premium solution selling.
Key Responsibilities:
1. Conduct in-home design consultations with prospective clients
2. Create customized closet, garage, and pantry designs
3. Present proposals and close sales
4. Maintain client communication throughout project lifecycle
5. Build relationships with interior designers for referral partnerships
Installation Manager — Cassidy Thompson
Purpose: Oversee all installation operations ensuring quality craftsmanship and on-time project delivery.
Key Responsibilities:
1. Schedule and coordinate all installation projects
2. Manage installation crew assignments and performance
3. Ensure quality standards are met on every job
4. Resolve on-site issues and client concerns
5. Manage materials, inventory, and installation logistics
Office Administrator — Erika Llamas
Purpose: Manage day-to-day office operations, client communication, and administrative processes.
Key Responsibilities:
1. Handle inbound client inquiries and appointment scheduling
2. Manage invoicing, billing, and accounts receivable
3. Coordinate with design consultants and installation team
4. Maintain CRM (ServiceMinder) and client records
5. Support general office operations, ordering, and vendor communication
Installation Crew
Purpose: Execute high-quality installations of custom closet, garage, and pantry systems.
Key Responsibilities:
1. Install custom organization systems per design specifications
2. Ensure quality craftsmanship on every project
3. Maintain clean, professional job sites
4. Communicate with Installation Manager on project status
5. Follow safety protocols and company standards
Learning Paths — Tailored Closet Career Development
Choose your career path below. Each path combines our foundational onboarding program (Modules 1-5) with role-specific training to set you up for success.
Installation Team
Onboarding + 3-Level Installer Certification
Sales Designer
Onboarding + Design Consultant Training
Office Admin
Onboarding + Operations Training
Manager
Onboarding + Leadership Development
Employee Handbook
Company Policies, Benefits & Compliance
Safe Driving
Vehicle Safety & CA Driving Compliance
Installer Certification
3-Tier Skill Progression
Select your path above to begin
Installation Team Learning Path
Phase 1: General Onboarding (Modules 1-5) → Phase 2: Installer Training (3 Levels)
Phase 1: General Onboarding
Foundation modules - Mission, Values, Goals, Growth Path, First 90 Days
Phase 2: 3-Level Installer Certification
Level 1 Foundation → Level 2 Proficient → Level 3 Lead Installer
Sales Designer Learning Path
Phase 1: General Onboarding (Modules 1-5) → Phase 2: Design Consultant Training
Phase 1: General Onboarding
Foundation modules - Mission, Values, Goals, Growth Path, First 90 Days
Phase 2: Design Consultant Training
Product knowledge → Design software → Field training → Ongoing development
Office Admin Learning Path
Phase 1: General Onboarding (Modules 1-5) → Phase 2: Operations Training
Phase 1: General Onboarding
Foundation modules - Mission, Values, Goals, Growth Path, First 90 Days
Phase 2: Operations Training
Systems & Tools → Client Experience → Reporting & Coordination
Manager Learning Path
Phase 1: General Onboarding (Modules 1-5) → Phase 2: Leadership Development
Phase 1: General Onboarding
Foundation modules - Mission, Values, Goals, Growth Path, First 90 Days
ZERO TOLERANCE: For impaired driving (alcohol, drugs, marijuana - even if legal off-duty)
BAC limits: 0.04% commercial, 0.08% standard - company prohibits ANY detectable impairment
Prescription meds: Check labels for driving warnings; notify supervisor (don't need to disclose diagnosis)
Fatigue: If too tired to drive safely, contact supervisor
Also prohibited: Speeding, reckless driving, ignoring traffic signals, eating/grooming distractedly, unauthorized passengers, driving without valid license
Seatbelts: Required at all times for driver and passengers
Section 3: Reporting & Vehicle Care
ANY accident: Ensure safety, call 911 if injuries, call police for report, notify supervisor same day, exchange info (DO NOT admit fault), complete incident report within 24 hours
Citations: Report traffic citations within 5 business days
Observe site obstructions and solve problems proactively
Mentor Tier 1 and Tier 2 installers
Marketing Strategy & Performance
Key Marketing Metrics
$13,860
Designer Referral ROI/Job
Best Source — SCALE
$12,763
Website/Organic ROI/Job
Strong — Continue
$12,368
Contractor Referral ROI/Job
Strong — Nurture
$9,156
Existing Customer ROI/Job
Solid — Expand
-$23,565
Paid Google/Yelp ROI/Job
CUT IMMEDIATELY
16 jobs
Unknown Source ($207K)
Needs Tracking
Budget & Spend
$30K/yr
Paid Spend (To Cut)
$120K
Annual Savings (Cut Paid)
Coming Soon
Monthly Lead Volume
Coming Soon
Conversion Rate
Marketing Process Flow
Step 1
Lead Generation
Step 2
Lead Capture
Step 3
Qualification
Step 4
Design Consultation
Step 5
Proposal
Step 6
Close
Department Alignment Score
—
Marketing Alignment: Pending Assessment
Alignment survey will be distributed to department stakeholders to establish baseline scores.
—Target Market Clarity
—Differentiators in Marketing
—Proven Business Process
—Customer Feedback Loop
—Core Processes Documented
Immediate Action Required: CUT Paid Spend
Google/Yelp paid advertising generated only 4 jobs at a -$23,565 ROI per job. This is burning ~$30K/year with negative returns. Cut this spend immediately and reinvest in Designer Referral program development — your best source at +$13,860/job.
Key Documents & Playbooks
Building
Lead Source Tracking Form
Simple intake form: "How did you hear about us?" — solves the 16-job Unknown attribution gap. Erika owns rollout. Target: Q2 2026.
New
Designer Referral Program
Systematic referral relationship program with interior designers. Best ROI source — 7 jobs in 2025, target 15+ in 2026. Includes partner outreach templates and incentive structure.
Live
Marketing ROI Dashboard
2025 performance data showing revenue by lead source, CAC analysis, and ROI per job. Data visible in Performance tab and used to drive Q2 decisions.
Launch Designer Referral scaling program (April 30)
Implement lead source tracking at intake (Erika — April 5)
Eliminate "Unknown" source category by end of Q2
Build referral partner relationship database
Sales Process & Performance
Monthly Sales Goals
$170K
Closed Projects / Month
1
New Designer Added / Month
Signed Deals This Month
Updated as deals close
0
Sales Process Flow
Step 1
Incoming Lead
Step 2
Schedule Consultation
Step 3
Complete Consultation / Schedule Zoom
Step 4
Prepare Design
Step 5
Design Zoom Call
Step 6
Send Proposal for Signature
Step 7
Follow Up / Signed Contract
Department Alignment Score
—
Sales Alignment: Pending Assessment
Alignment survey will be distributed to department stakeholders to establish baseline scores.
—BHAG/Goals Communicated
—Target Market Clarity
—Quarterly Goals in Place
—Right Seats (GWC)
—Clear Accountability Chart
2026 YTD Sales KPIs (Jan–Mar 17)
63
1. Total Appointments
58 completed · 3 canceled · 2 scheduled
41
2. Total Proposals
$595,878 pipeline value
24
3. Total Signed
$324,304 accepted value
70.7%
4. Appt → Proposal
41 proposals / 58 appts
58.5%
5. Proposal → Signed
+7.6pts vs 2025
2026 YTD Financial Pipeline
$327,716
Invoiced Revenue
24 invoiced jobs
$570,214
Booked Value
34 booked projects
$13,513
Avg Accepted Job
Tina $13,116 · Heather $14,750 · Dana $12,563
80%
Avg Margin (Accepted)
Tina 82% · Heather 79% · Dana 78%
2026 Designer Scorecard
Designer
Appts
Proposals
Signed
Close Rate
Accepted $
Avg Job
Margin
Declined
Tina Gospodarec
30
17
12
71%
$157,392
$13,116
82%
1
Heather Winter
33
16
7
44%
$103,250
$14,750
79%
3
Dana Nuesca
—
8
5
62%
$62,813
$12,563
78%
1
TOTAL
63
41
24
58.5%
$324,304
$13,513
80%
5
2026 vs 2025 Year-over-Year
Metric
2025 (Full Year)
2026 YTD (10.5 wks)
2026 Annualized Pace
Trend
Total Appointments
251
63
~312
+24%
Proposals Created
344
41
~203
-41%
Proposals Signed
175
24
~119
-32%
Proposal → Signed
50.9%
58.5%
—
+7.6pts
Accepted Value
$1,743,144
$324,304
~$1,606,200
-8%
Invoiced Revenue
$1,736,649
$327,716
~$1,623,100
-7%
Avg Job Size
~$9,960
$13,513
—
+36%
2026 Lead Source Breakdown
Channel
Appointments
% of Total
Organic (Google/Direct)
41
65%
PPC (Paid Ads)
7
11%
Repeat Customer
5
8%
Referral
5
8%
Online Listing (Yelp)
4
6%
Social Media
1
2%
2025 Full Year Designer Benchmarks
Designer
Appts
Proposals
Signed
Close Rate
Accepted $
Margin
Declined
Dana Nuesca
—
77
60
78%
$639,075
76%
12
Tina Gospodarec
136
125
57
46%
$536,371
71%
24
Heather Winter
115
88
44
50%
$437,574
74%
13
TOTAL
251
344
175
50.9%
$1,743,144
—
80
Conversion Rate by Lead Source
Lead Source
2026 Appts
2026 Converted
2026 Conv %
2025 Conv %
Trend
Repeat Customer
4
4
100%
88%
+12pts
Online Listing (Yelp)
4
3
75%
45%
+30pts
Referral
5
2
40%
43%
≈ flat
PPC (Paid Ads)
6
2
33%
45%
-12pts
Organic (Google/Direct)
40
12
30%
34%
-4pts
Social Media
1
0
0%
71%
low sample
OVERALL
60
23
38%
42%
-4pts
Lead Source Insights
Repeat Customers convert at 100% — invest in post-job follow-up and referral programs. Online Listings (Yelp) jumped to 75% — reviews are driving high-intent leads. PPC dropped from 45% → 33% — review ad targeting and landing page quality. Organic is volume king (65% of leads) but converts at only 30% — qualifier improvements could move the needle.
Key Insights
Close rate improved significantly — 58.5% in 2026 vs 50.9% in 2025 (+7.6 points). Better qualifying at the door. Avg job size up 36% — $13,513 vs $9,960 in 2025. Designers are selling bigger projects. Margins are excellent — 80% average on accepted deals (Tina leads at 82%). Tina is the MVP — Highest close rate (71%), most signed deals (12), best margins (82%). Heather has volume but lower close — 44% close rate. Most appts (33) but only 7 signed. Opportunity for improvement. Organic dominates — 65% of leads are organic. Strong brand reputation driving inbound.
Key Documents & Playbooks
Building
Sales Process Documentation
End-to-end sales process documentation — from initial contact through close and handoff to installation.
Coming Soon
Pricing Guide
Pricing methodology, estimating guidelines, and margin targets.
Building
Customer Journey Map
Visual map of the customer experience from first contact through project completion.
Production Excellence & Quality Control
0
Jobs Completed This Month
Updated as jobs close
$0
Total Dollar Amount Completed
Updated as jobs close
CRITICAL: Go-Back Rate — 38.1%
Go-back rate has jumped to 38.1% in early 2026 — up from 29.7% in 2025. Nearly 2 in 5 jobs require return visits. This is the #1 operational issue — eroding margins, wasting labor, and damaging customer trust. Immediate action required.
2026 YTD Production Metrics
38.1%
Go-Back Rate (2026 YTD)
+8.4pp vs 2025 — CRITICAL
29.7%
Go-Back Rate (2025)
Already concerning
<15%
Target by Q4 2026
Aggressive but achievable
27.3%
Material % (2026 YTD)
–1.2pp vs 2025 — Good
11.5%
Labor % (2026 YTD)
+2.5pp vs 2025 — Investigate
47.4%
Gross Profit % (2026 YTD)
–9.3pp vs 2025 —
Coming Soon
Labor Efficiency
Coming Soon
Avg Install Time
Production Process Flow
Step 1
Material Order
Step 2
Warehouse / QC
Step 3
Delivery / Transport
Step 4
On-Site Install
Step 5
Quality Check
Step 6
Client Sign-Off
IF NEEDED
Go-Back
Department Alignment Score
—
Production Alignment: Pending Assessment
Alignment survey will be distributed to department stakeholders to establish baseline scores.
—Core Processes Documented
—Everyone Has a Number
—Problem Solving Culture
—Clear Accountability Chart
—Right Seats (GWC)
Key Documents & Playbooks
Critical — Building
Go-Back Prevention Playbook
Targeted playbook to reduce go-back rate from 38.1% to <15%. Includes installer quality checklists, pre-close inspection protocols, root cause analysis framework, and accountability metrics. Priority for Q2 2026 — Cassidy owns deployment.
Building
Installer Quality Checklists
Step-by-step quality checklists for every installation phase. Used by installers in the field to ensure nothing is missed before client sign-off.
New — Cassidy
Material Protection Protocol
Protocols for protecting materials during transport and on-site. Part of Cassidy's 13 operational improvements — prevents damage-related go-backs.
New — Cassidy
Installer Tier Level Guidelines
Skill-level tiers for installers with corresponding responsibilities and complexity assignments. Ensures right installer on right job — reduces errors.
Cassidy's 13 Operational Improvements
Cassidy Thompson submitted 13 specific operational improvements during the alignment assessment. These demonstrate strong ownership mentality and will be integrated into Q2 execution.
1Distribute installer tier level guidelines
2DVI file review / designer accountability
3Share Source installation info with designers
4 90-day new employee review reminders
5DVI files included before ordering
6Test cabinetry at shop for training
7SOMs in daily ordering
8Recurring go-back tracking list
9Crew lead customer conflict templates
10Material protection during transport
11Employee review/improvement forms
12All costs recorded in budget (incl. Kalani/Cassidy hours)
Implement go-back tracking system (weekly reporting)
Create installer quality checklists
Train installers on quality standards
Investigate labor cost spike (9% → 11.5%)
Build material protection protocol
Create training station at warehouse
Office Administration & Operations
Admin Performance Metrics
Coming Soon
Scheduling Efficiency
Coming Soon
Accounts Receivable
Coming Soon
Customer Satisfaction Score
Coming Soon
Lead Response Time
Coming Soon
Data Accuracy (Lead Source)
Target: Q2 Implementation
Admin Process Flow
Step 1
Inbound Lead
Step 2
Intake / Qualification
Step 3
Schedule Consultation
Step 4
Confirm Appointment
Step 5
Post-Install Follow-Up
Step 6
Feedback Collection
Department Alignment Score
—
Admin Alignment: Pending Assessment
Alignment survey will be distributed to department stakeholders to establish baseline scores.
—Budget Monitored Monthly
—Scorecard in Place
—Feedback Loop Active
—Weekly Touchpoints Consistent
—Meeting Discipline
Key Documents & Playbooks
Building
Office Operations Manual
Comprehensive admin operations manual covering intake, scheduling, communication protocols, AR management, and customer service standards. Erika's operating bible.
Building — Erika Owns
Lead Source Tracking Form
Simple intake form implementation: "How did you hear about us?" — eliminates Unknown source attribution. Erika owns rollout at intake. Target launch: April 5, 2026.
Coming Soon
Scheduling Templates
Templates for appointment confirmations, reminders, and follow-ups. Ensures consistent, professional communication with every customer.
Coming Soon
Customer Communication Templates
Email and phone scripts for common customer interactions — inquiries, quotes, scheduling, post-install follow-up. Maintains brand voice and professionalism.
Action Items Checklist
Implement lead source tracking at intake (Erika — April 5)
Build customer feedback collection system
Create scheduling efficiency metrics
Document intake process end-to-end
Establish AR tracking dashboard
Department Reports
Download department-specific performance reports, assessments, and action plans.
Marketing Report
Q1 2026
Lead source analysis, ROI by channel, designer referral program, and marketing action plan.
Reports are updated periodically as the engagement progresses. Check back for new documents or contact your BSP advisor for the latest materials.
Documents Hub
All playbooks, checklists, SOPs, templates, and reference materials in one place. Use search and filters to find what you need.
▼ CHECKLISTS
Installation Quality Checklist
Building
Pre-installation, during installation, and post-installation quality checkpoints. Cassidy owns.
Pre-Installation:
During Installation:
Post-Installation:
Go-Back Prevention Checklist
Critical
Pre-close inspection protocol before leaving job site.
Material Protection Checklist
New
Cassidy owns. Protect materials from receipt through installation.
New Employee Onboarding Checklist
Live
Complete onboarding process for all new hires.
Sales Appointment Checklist
Live
In-home consultation preparation and execution steps.
Office Daily Operations Checklist
Building
Erika owns. Daily office operations and customer service.
▼ STANDARD OPERATING PROCEDURES (SOPs)
Sales Process SOP
Building
End-to-end sales process from initial contact through close and handoff to installation.
Steps:
1. Initial inquiry received (phone/web/referral)
2. Qualify lead: project type, timeline, budget range
3. Schedule in-home consultation
4. Conduct design consultation + measurements
5. Create design and proposal
6. Present proposal to customer
7. Handle objections, negotiate if needed
8. Close sale — collect deposit
9. Hand off to installation scheduling
10. Post-sale follow-up and referral request
Installation Process SOP
Live
Complete installation workflow from work order receipt through completion.
Steps:
1. Receive work order from office
2. Review DVI file and material list
3. Pull materials from warehouse
4. Load vehicle (material protection protocol)
5. Travel to job site
6. Protect customer home (drop cloths, shoe covers)
7. Demo existing if applicable
8. Install per specifications
9. Quality check (use Installation Quality Checklist)
10. Customer walkthrough and sign-off
11. Clean up and depart
12. Report completion to office
Customer Complaint Resolution SOP
Building
Structured process for handling customer complaints and go-backs.
Steps:
1. Acknowledge complaint within 24 hours
2. Document specifics: what, when, impact
3. Investigate root cause
4. Determine resolution (repair, replace, credit)
5. Communicate resolution to customer with timeline
6. Execute resolution
7. Follow up within 7 days
8. Log in go-back tracking if applicable
9. Review for process improvement
Lead Source Tracking SOP
Live
Erika owns. Capture and track every lead source at intake.
Steps:
1. Ask every customer How did you hear about us at first contact
2. Record in tracking system (categories: Designer Referral, Website/Organic, Contractor Referral, Existing Customer, Paid Google/Yelp, Other)
3. Update weekly tracking report
4. Review monthly in marketing dashboard
5. Never leave source as Unknown
▼ PLAYBOOKS
Go-Back Prevention Playbook
Critical
Reduce go-back rate from 38.1% to under 15%. Cassidy owns.
Sections:
• Root Cause Analysis Framework
• Quality Control Checkpoints
• Installer Accountability Metrics
• Pre-Close Inspection Protocol
• Go-Back Tracking & Reporting
• Weekly Review Process
Designer Referral Program Playbook
New
Scale from 7 jobs to 15+ per year through interior designer partnerships.
Structured performance review template from Cassidy's improvement #11.
Sections:
• Performance categories
• Goals for next period
• Development areas
• Employee self-assessment section
• Manager assessment section
Lead Source Tracking Form
Building
Erika owns. Standardized form for capturing lead source at intake.
Fields:
• Customer name
• Date of inquiry
• Source category (dropdown)
• Source detail (free text)
• Project type
• Estimated value
▼ INSTRUCTIONS & QUICK REFERENCES
Cassidy's 13 Operational Improvements
Implementation Tracking
Track implementation status of all 13 improvement initiatives.
Material Handling Instructions
Live
Best practices for material handling from receipt through installation.
Receiving: Inspect all materials upon delivery Storage: Keep dry, climate controlled, off ground Loading: Secure with straps, protect edges On-site: Cover exposed materials, handle with clean hands Damaged materials: Document with photos, report to office, do NOT install
DVI File Review Guide
Building
How to review DVI design files before ordering to prevent errors.
What is a DVI file and why it matters Review checklist before ordering Common errors to watch for Escalation process for issues
▼ REPORTS & ANALYSIS
Q1 2026 Engagement Summary
Live
Comprehensive engagement summary covering all activity through March 2026.
Gather→Review→Identify→Plan. Same Day. Same Time. Every Week.
Format: Gather: Start on time, no phones Review: Last week's scorecard and action items Identify: Issues, wins, and priorities Plan: This week's commitments and owners
Ground Rules: Start/end on time, no phones, everyone participates
Weekly Scorecard Template
Live
Track 5-15 key numbers weekly for performance visibility.
Example Metrics:
• Sales appointments held
• Quotes sent
• Closed sales
• Installations completed
• Go-backs
• Customer satisfaction score
• Cash collected
Action Plan Tracker
Live
Interactive checklist tracking current high and medium priority action items.
Process Map Reference
Building
Visual workflow diagrams for sales and operations processes.
Sales Process Map
Lead → Qualify → Consult → Design → Propose → Close → Install → Follow-up
Operations Process Map
Order → Receive → Store → Schedule → Install → QC → Complete → Track
Tech Stack
Live
Current technology tools and systems in use.
DVI (Design Software): Design and visualization tool for customer projects Pipedrive (CRM): Customer relationship management and sales pipeline tracking
Complete all 6 assessments to receive your comprehensive succession readiness report.
0 of 6 assessments completed
Your Information
This information will be used across all assessments.
Leadership Resources
Dana & Kalani Only
Strategic planning materials for ownership. These documents are confidential and intended for Dana and Kalani's eyes only.
Full Engagement Report
Comprehensive Engagement Report — March 2026
Q1 2026 Full Engagement Summary
Complete overview of BSP engagement including alignment assessment results, all KPIs, team structure, financial analysis, strategic action plan, and recommendations. Owner-only document.
Full analysis: Dana, Kalani & Cassidy scored across 22 alignment questions. Overall 4.0/5.0. Critical finding: Owner alignment gap — Kalani scored 2/5 on 5-year target while Dana and Cassidy scored 5/5.Includes 90-day action plan and Cassidy's 13 operational improvements. Download Report →
Valuation
Valuation Assessment
2024 baseline valuation with 2025 projections. Establishes current enterprise value and benchmarks for tracking equity growth over the engagement period.
Growth
Equity Value Growth Model
Projects equity value increase driven by go-back reduction, margin improvement, and operational efficiency. Shows the dollar impact of every percentage point improvement.
Succession
Succession Timeline — 5-Year Roadmap
Year-by-year roadmap from current state to full transition readiness. Milestones, decision points, and flexibility for internal succession, sale, or hybrid options.
Tax
Tax Planning Overview
Tax-efficient strategies for succession and transition. Coordinated with Chad Wilson (wealth) and your CPA to maximize after-tax proceeds at exit.
Exit
Exit Strategy Options
Full analysis of exit pathways: internal succession (manager buyout), external sale, franchise transfer, or hybrid. Pros, cons, and financial implications of each.
Transition Phases
Phase 1: Discovery Complete
Owner interviews, financial review, organizational assessment. Established baseline understanding of The Tailored Closet's operations, financials, and goals.
Phase 2: Strategy Complete
Succession roadmap development, professional team assembly, leadership gap analysis. Identified key priorities and built the plan.
Phase 3: Implementation In Progress
Playbook build-out, manager training, documentation, KPI systems. Currently executing — this is where the real work happens.
Phase 4: Transition Upcoming
Execution monitoring, ownership transition, quarterly reviews, handoff. The endgame — a business that runs independently with strong leadership in place.
Critical Leadership Issue: Owner Alignment Gap
Kalani scored 2/5 on both the 5-year target clarity and financial metrics visibility — while Dana and Cassidy scored 5/5 on both. The manager is more aligned with one owner than the owners are with each other. This is the #1 leadership issue to address.
→ Immediate action: Dana & Kalani strategic alignment meeting (scheduled March 25) to get on the same page about 5-year vision, market positioning, and financial visibility.
Quarterly Business Review (QBR)
"Every quarter, the scoreboard resets. The lessons don't."
Header
"Every quarter, the scoreboard resets. The lessons don't."