The problem
When I joined, the cryotherapy business had close to no SOPs. In the owner’s words, the company “was struggling as we had close to zero SOP’s or real management plan”.
What I decided
Install an operating system: SOPs, tooling and a weekly cadence, rolled out across the business.
Build the client-messaging piece too. Chatbridge is a webhook gate connected to receptionist agents: personas grounded in prompts, with a house book that holds each venue’s facts and business logic. When an agent can’t answer, the conversation falls back to a human respondent, the client. The whole conversation branch was built with Zapier, GoHighLevel and Twilio.
- Incoming message
- Webhook gate
- Receptionist agent (prompt persona + house book)
- If the agent can’t answerFallback: the client replies as the human respondent
- Answer
The result
~5× revenue in a relatively short window, on the back of the new tools, SOPs and cadence.
Highest-ROI hire, per the owner.
“…he was able to get us set on track with the right tools and operation strategies that allowed us to 5x our revenue in a relatively short amount of time.”
What it taught me
What felt like painstaking, immense work in 2023 would probably take about a day and a half now, with today’s toolkit and an agent fleet. It was still worth it for what it taught me.
The lesson I kept: engineering is mostly running behind hard problems for long enough that they look a little more solvable each day.