How to Scale a Service Business by Delegating What You’re Not Unique At

What Does a Boiler Have to Do With It?

Every family — especially one living outside the city — needs a reliable handyman who is ready to show up even on January 1st to figure out why the boiler isn’t working properly.

We’re lucky: we live in the countryside, and we have exactly that kind of person.

A Strategy Session in the Boiler Room

So there I was, standing in the utility room with Igor — that’s the handyman’s name — having a conversation. Igor had fixed the boiler in ten minutes flat. The problem was a common one, and he’d known what to expect before he even arrived.

— Igor, you need to scale.

— ??

— I mean, grow. Take on more clients!

— Then I won’t be able to come to you anymore…

— And you don’t have to!

— ?

— Stop coming to me yourself!

— ??

Delegating the Work That Doesn’t Require You

— To scale a service business, you need to stop doing the things you’re not uniquely good at. So what are you uniquely good at?

— My hands know what they’re doing.

— No — this was a routine job: show up, unscrew, clean, screw back. What’s unique is what’s in your head: a knowledge base built from years of clients and their recurring problems. Sit by the phone, take calls, and pass the work to capable guys — explaining exactly what needs to be done. Show up in person only for premium jobs, or when you just want to catch up with a client, or when you want to add something new to your knowledge base.

The Real Leverage in a Service Business

That’s how we ended up running an impromptu strategy session in a boiler room.

I hope Igor takes it seriously — and starts scaling the thing he’s actually irreplaceable at.