This document discusses ways to scale a service business. It provides three main ways: 1. Productize services by transforming them into standardized products that can be offered to more clients. 2. Automate manual operations using software and automated systems to replace human labor. 3. Minimize "monkey job" activities that do not require expertise by focusing on more intellectual parts of the service. It then provides examples and recommendations for each way, such as creating educational products, using chatbots for automation, and shifting from basic website design to branding and communications strategies.

1. Kiev, Ukraine Prepared for IT Arena 2018 Version 1.0
Scaling service
business. Is it possible?
David Braun. TemplateMonster.com

2. Do we really need to
scale?

3. Three ways to scale a service business
0
1
Productize your services
Transform your service into a product and
open almost unlimited possibility to grow the
business.
0
2
Automation
Replacing manual operations with automated
systems and software.
0
3
Minimize monkey-job activities
Work on refocusing your business on highly
intellectual parts of the service and minimize
monkey job.

4. Become a product
01
● Get something you use internally and start
offering it to your clients. (Basecamp).
● Transform your manual job into a standardized
automated job (Semalt).
● Use your knowledge and expertise to create an
educational product. (Digital Marketer).
Note: Do not try to create consulting-ware

5. Service Automation
02
If we add more people - it is not scaling. It is just expanding
our resources..
Some advices:
● Warn your customers that this is a machine. Example:
chat bots.
● Do not automate the part where is your personal
brand..
● Think how you would deal with VIP clients.

6. Minimize monkey jobs
03
The higher scale the service is - the less monkey job we get.
Some examples:
● From website design to branding and
communications.
● From link-building to SEO strategy.
● From construction to tech. supervising.

7. Never use “per hour” model
● Pay per project
● Pay per result (success fee)
● Subscription model
● Any other hybrid model

8. Win the manager-player syndrome
● SOP
● SLA
● OKR

9. Remove friction points
1
HR and recruitment system.
Very detailed job descriptions, transparent
open policy for compensations.
2
Detailed Services Blueprint Maps
With them you can easily identity where to
improve and how to improve and scale.
3
Business process mapping
Service standards, sales standards,
communication policy, conflict resolution
policies.
4
Service boundaries
Very detailed description of edge cases and
corner cases for each service.
Try to avoid taking orders on hardly
scalable services.

10. Scaling Weblium roadmap
2017
Developing the platform
Created a website management platform, optimizing
the website speed, working on responsiveness and
cross-browserness.
2018
Modeling a studio mode
Opening an inhouse studio, starting to work with the
first clients, time-keeping of the main processes and
functions.
2018
Scaling the studio
Increasing the number of studio orders by 20x or
30x. Goal - to identify the biggest issues when
scaling.
2019
Launching first franchise studios
Launching first 10 studios, working with them on
scaling and polishing business processes. Learning
how to work remotely.
2020
Scaling franchise business
Launching thousands of franchise businesses.
Creating a global marketplace of website related
services.

11. Books to read

12. Thank you.
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