The office needed job notes. The field crew wasn't writing them. Management assumed attitude. The real reason was something nobody had thought to ask about.
Change orders, site updates, and upsell opportunities were going undocumented on every job. The office had asked, then pushed, and nothing changed. Projects were disrupted. Upsells were missed.
When we got inside the business and actually talked to the crew, the truth was different. The best technicians on the team, experienced and respected, had weak reading and writing skills. They were not being difficult. They were protecting their dignity. Nobody wanted their spelling seen by the office.
A custom tool from us starts at $6,000. Before this, every upsell a technician spotted on site was lost the moment they drove away, because writing it down meant exposing something they were ashamed of.
Now every one of them reaches the office, on every job, from every technician. That is before counting the change orders that stopped getting missed and the projects that stopped getting disrupted.
We thought they just didn't care. Turns out they cared so much about doing a good job that they were afraid to show us they struggled with writing. Once that pressure was gone, they used the tool every single time.