About the client
Supermaids is a cleaning company led by its founder, Lorna Gear. The service was strong and customers were happy, but the business had grown up around one person.
The challenge
Every part of the business passed through the founder. That works when a company is small; it becomes the ceiling on growth as it gets bigger.
- Enquiries were answered whenever the founder found time
- Follow-up with leads depended on memory
- Team coordination ran through the founder's phone
- Time off meant the business slowed down
What Palm did
Diagnose
We traced every enquiry from first contact to booked clean, and every job from booking to completion, to find where things stalled.
Design
We designed one way of handling enquiries, a follow-up routine for every lead and a clear system for coordinating the team.
Build
We set up the lead-handling process, templates and follow-up steps, and moved team coordination into a shared system.
Run & improve
We ran it alongside the team and handed each part over once it worked without the founder.
What changed
- Every enquiry is handled the same way, quickly
- Leads get followed up on schedule
- The team knows what is happening without asking the founder
- The founder runs the company instead of working in it
In their words
“Before Palm, everything relied on me: enquiries, follow-ups, team coordination. Habib and the Palm team helped me systemise how the business runs and how we handle leads. I finally feel like I'm running a company, not just working in it.”
Lessons for other owners
If you are the person every enquiry, follow-up and team question goes through, you are the bottleneck. Start with the jobs you repeat every day and write down how they should be done. That list is the first draft of your system.
