How Spartan Plumbing documented 45 years of trade knowledge and stopped repeating itself

Spartan Plumbing has over 45 years of experience in the plumbing business. Josh Ferguson, CEO, worked with Whale certified partner Adi Klevit to document the company’s processes so the business could stop relying on the owner to answer every question. The core challenge: Josh was the repository for all company knowledge, and that was a constraint on growth.
Plumbing
45+ years in business

45+ yrs

In business

80%

Of the business documented
Hear it from them

Why Spartan Plumbing made the switch

The challenge

Josh wanted to be more efficient in the field, train new hires easily, and stop answering the same questions over and over so he could focus on growing the business. Without a system, knowledge stayed scattered and hard to use, the business stayed disorganized, and the owner remained the answer to every problem. Every recurring question was a signal that something needed documenting, but with no central place to put it, the documentation itself stayed siloed.

Before Whale

The owner was the repository for all knowledge

The same questions came up over and over

Knowledge scattered, with no central place

A disorganized business that could not scale

After Whale

A policy and procedure for 80% of the business

Fewer repetitive questions reaching the owner

New hires ramp up faster in the field

A foundation for decisions that does not depend on Josh

I always tell my clients, if nothing is documented or it's not all in one place, then you as the owner, as the manager, you're being asked all these questions and you have to repeat yourself all the time. Not only that but the business is consistently going to be disorganized.

Business Success Consulting Group

How Whale solved it

Adi Klevit mapped the entire workflow and identified core processes across HR, sales, operations, and accounting. Information was extracted and organized into Whale so it could be shared with team members in the field whenever they needed it, then rolled out company-wide so everyone applied the processes daily. Josh now handles incoming questions with the documented processes, updating them as they come in, so every question refines the playbook further. The team asks fewer questions, new hires ramp faster, and Josh has a foundation that does not require him to be the answer to everything.

Whale is the playbook for everyone's positions in the company. It makes it easier to navigate the daily ins and outs.

CEO, Spartan Plumbing

The results

80% of the business documented

A policy and procedure now covers most of the company, eliminating most recurring mistakes.

The owner stops repeating himself

Fewer recurring questions reach Josh, so his time goes to growing the business instead of answering the same thing twice.

A foundation to grow on

With the documentation in place, the business has a base for decisions and onboarding that holds as it scales.

Small hiccups add up in a business after a while. Whale has completely changed the way we work. Now we have a policy and procedure for 80% of the business, which eliminates most of those errors. With the help of Adi, we didn't even have to worry about the time it takes to get it done. Adi took care of it all for us.

CEO, Spartan Plumbing

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