📈 Module 39: Scaling Systems & Delegation

Build the systems and team you need to scale without burning out.

⏱️ 60–75 min Difficulty: Advanced
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By the end of this module, you’ll have a lightweight operating system: documented SOPs, basic automations, clear delegation plans with KPIs, and a cadence to manage work without micromanaging.

2. Why It Matters

Growth stalls when everything depends on you. Systems turn know-how into repeatable processes; delegation turns your time into leverage. Together they create capacity for higher-value work — group programs, partnerships, and scalable offers — while maintaining a premium client experience.

3. Step-by-Step Guide

1

Inventory Your Workload

List everything you do in a week. Tag each item: Automate, Delegate, or Founder-Only. This becomes your roadmap.

Pro Tip: Time-block one week and jot each task in a Google Sheet; add approximate minutes to spot quick wins.
2

Capture SOPs the Fast Way

Record yourself doing routine tasks (onboarding, billing, follow-ups). Convert videos to step lists with screenshots.

Pro Tip: Use Loom + Scribehow to auto-generate click-by-click SOPs in minutes.
3

Automate First, Then Delegate

Automate repetitive admin (intake emails, reminders, invoices). Delegate what still remains to a VA or specialist.

Pro Tip: Use triggers like “New Calendly booking” → send prep email + create folder + add to CRM via Zapier/Make.
4

Define Outcomes & KPIs

Every delegated area needs a definition of “done”: due dates, quality bar, and 1–3 metrics.

Pro Tip: Weekly scorecard example — Response time < 24h, Show-up rate ≥ 85%, Billing errors = 0.
5

Run a Lightweight Operating Rhythm

Adopt a simple cadence: 15-minute weekly standup, monthly retrospective, and quarterly system refresh.

Pro Tip: Use Asana/ClickUp templates for recurring agendas; keep notes in the same task for continuity.
6

Protect the Client Experience

Automate admin, not humanity. Keep touchpoints personal where it matters (welcome videos, check-ins, milestone notes).

Pro Tip: Create 3 canned but customizable check-in templates; personalize the first 2 sentences for each client.

4. Examples & Options

Scenario: A health coach offering a 12-week program reduces no-shows and admin time by automating reminders, letting a VA manage reschedules, and using a client hub for resources.

DIY (Free/Low-Cost)

Google Docs for SOPs, Google Drive client folders, Calendly basic, Gmail templates, a shared KPI sheet.

Mid-Level (Affordable)

Asana/ClickUp project templates, Zapier 3–5 zaps (booking → email → folder), part-time VA (5–10 hrs/wk).

Advanced (Premium/Outsource)

OBM or agency builds a CRM (HubSpot/ActiveCampaign), custom dashboards, QA playbooks, and manages your weekly rhythm.

Example KPI Scorecard: Show-up rate ≥ 85% • Lead response time < 12h • Client NPS ≥ 9/10 • Refund rate ≤ 1% • On-time invoicing = 100%.

5. Common Mistakes to Avoid

  • ❌ Delegating without SOPs.
    ✅ Instead: Record a Loom and add a 10-step checklist first.
  • ❌ Automating client touchpoints that need empathy.
    ✅ Instead: Automate admin; keep personal voice for breakthroughs.
  • ❌ Hiring too fast/too senior.
    ✅ Instead: Start with a VA; prove the process before adding specialists.
  • ❌ Measuring effort, not outcomes.
    ✅ Instead: Track results (no-show %, response time, NPS), not hours.
  • ❌ One-and-done systems.
    ✅ Instead: Monthly review to prune steps and update scripts.

6. Quick Win Highlight

💡 Quick Win: Create a single “Client Intake” automation: when a call is booked, auto-send prep email, create a Drive folder, and add the contact to your CRM. This saves 10–15 minutes per client immediately.

💬 DM Prompt
“Hi [Name], I’m hiring a part-time VA (5–10 hrs/week) for scheduling, inbox triage, and simple docs. Must be detail-oriented and comfortable with Google Workspace + Calendly. Know anyone great?”
Mark Complete ✅

7. Mini-Implementation Exercise

Fill this worksheet to create your first delegation + automation plan (copy into your doc tool):

Task Owner (Now → Next) SOP Link Automate? (Y/N + How) KPI / Definition of Done Due Date
New client onboarding Founder → VA [paste Loom/Scribe link] Y — Calendly + Zapier (email + folder + CRM) Folder created, welcome email sent, intake form received [date]
Weekly check-ins Founder [script link] N — personalize template Sent by Tue 12pm; reply within 24h [date]
Billing & invoices Founder → VA [SOP link] Y — recurring invoices 100% on-time; 0 errors [date]

8. Tools & Resources

Loom

Record processes once; reuse for training and SOPs.

Scribehow

Auto-generate step-by-step guides with screenshots from your Looms.

Calendly

Frictionless scheduling with buffers, reminders, and intake questions.

Zapier / Make

Connect bookings → emails → folders → CRM with no code.

Asana / ClickUp

Template tasks, set due dates, and run your weekly operating rhythm.

Google Workspace

Docs, Sheets, and Drive for shared SOPs and client hubs.

Bitwarden / LastPass

Share credentials securely with VAs and contractors.

9. Checkpoint / Success Criteria

✅ At least 5 SOPs created (onboarding, billing, follow-ups, reschedules, offboarding).
✅ 1–3 automations active (booking → prep email, folder creation, CRM add).
✅ VA or contractor engaged for 5–10 hrs/week with clear KPIs.
✅ Weekly 15-minute standup and monthly retrospective scheduled.
✅ Scorecard tracking no-show %, response time, NPS, and invoicing accuracy.

10. Summary & Next Step

  • Systems first: capture SOPs quickly using Loom + Scribehow.
  • Automate admin; delegate execution; keep coaching human.
  • Manage by outcomes with a simple weekly/monthly rhythm.
  • Track a few KPIs to maintain quality while you scale.

Next, we’ll deepen your team leverage with hiring frameworks, role scorecards, and onboarding that sticks.

Next → Module 40 Group Coaching & Memberships