It's been 20 episodes since we started this journey, so Russ does a check-in to share how he's applied some of the principles he talks about here. He begins with a review of Michael Gerber's advice from The E-Myth, then shares his latest org-chart with you. After the org-charts, we need position contracts and operations manuals. Russ makes a frank admission about his position contracts... How writing an operations manual led to scripting, a wealth of statistics, and a documented customer journey. And how those statistics led to an idea for an email fix (and a sneak peek into his latest email sequence!).