Service Business Management: Delivery, Clients, 510+ Tools

This course contains the use of artificial intelligence.

513 tools for running a service business in one course: 325 ready-to-use templates, procedures, checklists, matrices and AI prompts, 130 models and methods, 31 downloadable tool files, and 27 services and apps shown on screen.

Open a lecture, take the tool, use it on one client engagement.

Why a busy service business has a margin nobody can explain

The work gets done, but each client is served from scratch. Small scope changes stay in conversations. Quotes miss review time. The next project waits for the same senior person. An invoice looks like income in a report, while the cash for payroll has not arrived. The missing pieces sit between the offer, the promised work, the people who deliver it and the date you get paid.

What changes after this course

You have one bounded offer and a price tied to stated costs. Changes are written down and have a cost. You see capacity by role and decide between hiring, subcontracting and rescheduling. Project margin and cash are two separate views. Routine delivery has an owner, a check and an escalation route, so every question does not come back to the founder.

What is inside: 513 tools, counted lecture by lecture

You do not have to take this number on trust. Open any lecture and read its description: every tool inside is listed there by name.

• 325 ready-to-use tools inside the presentations:
• 95 templates and sample documents: service offer specification, statement of work, change order, payment milestone schedule
• 85 step-by-step procedures and workflows: discount approval procedure, overdue invoice follow-up procedure, founder absence test, project control cycle
• 46 checklists: weekly scope control checklist, staffing decision and review checklist, client report release quality gate, project closure checklist
• 29 scorecards, rubrics and matrices: scope request classification matrix, account health action matrix, RACI matrix, risk probability-impact matrix
• 28 question lists and scripts: quarterly business review agenda, bottleneck diagnostic questions, customer experience audit interview
• 23 ready AI prompts: bounded AI report drafting prompt, revenue funnel audit prompt, CRM hygiene report prompt, change communication plan prompt
• 15 formulas and metric sets: service capacity and utilisation metric set, project profitability metric set, gross and net revenue retention
• 4 other working tools: weekly operations rhythm, stabilize or redesign decision tree, chart selection guide
• 130 models and methods explained with examples: value-based pricing, revenue funnel, North Star Metric, stage-gate model, PMBOK 7, PDCA
• 31 downloadable tool files: Service Profit Scorecard, Service Offer Builder, Margin Pricing Calculator, Scope and Change Builder, Capacity and Hiring Planner, Project Profit and Cash Planner and others
• 27 services and apps shown on screen, from a quick look to a detailed demo: Harvest, Tally, Asana, Zapier, Claude, Notion, Airtable, Miro and others

Where the tools are

• Service business core (4 sections, 68 tools). The four numbers behind your margin, the offer, the price, contracts and scope changes, capacity, cash, account growth, playbooks and an AI delivery pilot. Nine interactive tools that open in a browser are here.
• Predictable income and systems (2 sections, 98 tools). The funnel from enquiry to payment, metrics and unit economics, the CRM, automation and rollout. Twelve workbooks are here.
• Project delivery (4 sections, 98 tools). Business case, stakeholders, scope, plan and schedule, budget, risk, the team, control and closure.
• Operations (3 sections, 91 tools). Process maps and metrics, waste, team rhythms, growth, the toolkit and proof of value.
• Process improvement (3 sections, 77 tools). Standardisation, mapping, governance, root causes and advanced analysis.
• Client experience (3 sections, 79 tools). Audit, strategy, the client-facing team, standards, difficult clients and escalation.
• Surveys (2 sections, 42 tools). Types, questionnaire, launch, report and action. The examples in these two sections are employee surveys.

What this course is not

It is not an accounting or legal course: the templates for contracts and cash are working formats, and you check them against the rules of your country.

Who is teaching

I am Mike, the #1 HR instructor on Udemy, with 1,800,000+ course enrollments from 170,000 students, and the author of about 200 books on Amazon. I built the people system at Preply as it became a unicorn and worked at Wargaming, iDeals and Alfa-Bank across 20 years in HR. I hold PHRi, SHRM-CP and HCI sHRBP certifications and represent HRCI in Eastern Europe. I am also a founder and lead the strategy of my own academy.

My own first service was simple: I improved resumes. I started at 15 dollars, then took 50, then raised the price to 100 and later to 200. The work was the same, and people were satisfied with it. The price of a service is a decision you make, and this course gives the calculations to make it on purpose.

How to use the course

Start with the first lecture and its Service Profit Scorecard. Watch the next three sections in order: each lecture has a tool to fill in for one client engagement. Then open the block for your task: income and systems, projects, operations, process improvement, client experience or surveys. Section and lecture titles show how many tools are inside, and each lecture description lists them by name.

What is included

• 56 lectures across 21 sections, 27.5 hours
• 86 downloadable resources: 31 tool files and the lecture presentations
• 513 tools across the lessons, ready to copy into your own work
• Lifetime access to all materials
• Active instructor support in the Q&A section
• A Udemy Certificate of Completion

Where to start

Take one client engagement from last month. Open the first lecture and fill in the Service Profit Scorecard: utilisation, hourly cost, realised hourly price and project margin. Enrol now and start your first lesson today.

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