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EducationTemplatesSuccess Stories
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- Product
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EducationTemplatesSuccess Stories
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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 bottleneck to growth.
Josh wanted to be more efficient in the field, train new hires easily, and stop answering the same questions repeatedly so he could focus on growing the business. Without a system, knowledge stayed scattered and hard to use. The business stayed consistently disorganized, and the owner remained the answer to every problem.
Any recurring question became a signal that something needed to be documented. But without a central place to put it, the documentation itself stayed siloed and out of reach for the people who needed it most.
“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.”
Adi Klevit started by mapping the entire workflow of the company and identifying 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. The processes were rolled out to the whole company to ensure everyone was familiar with them and applying them daily.
Josh now uses the documented processes to handle incoming questions, updating them as they come in. Every question that comes in is an opportunity to refine the playbook further. The team asks fewer questions, new hires ramp up faster, and Josh has a foundation for decision-making that doesn’t 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.”
The biggest result has been time saved. Small errors used to add up over time, but now the team has a policy and procedure covering 80% of the business, which eliminates most of those recurring mistakes. With Adi’s help, Josh didn’t have to worry about the time it took to get the documentation done. The foundation is in place and the business can grow from it.
“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.”
Key features the Spartan Plumbing team uses to document and train in the field.
All processes and procedures are centralized in one place, turning the owner’s accumulated knowledge into a resource the whole team can access and act on.
New hires are onboarded through structured sequences that cover their role’s key processes, cutting the time it takes to get them productive in the field.
Field workers can pull up any process or procedure from their phone, getting the answer they need on site without calling the office.
