New projects come in. The team gets bigger. Revenue increases. From the outside, everything looks good and yet: coordination takes longer than it used to. Nobody knows exactly who is responsible for what. Offers are made a little differently every time. Not because people are getting worse, but because the structure is not growing with them. This is not an isolated case. This is the pattern we see again and again with our clients.

The clients came, but not because we did anything to make it happen.

For a long time, we at splendid also won new clients almost exclusively through personal recommendations. For a long time, that was a compliment. Eventually, it became a weak point. Because recommendations are valuable, but not predictable. Anyone who wants to grow needs more than just a good network. They need a clear answer to the question: Why us? And how do the right people find their way to us in the first place? That was the moment we stopped waiting and started communicating externally what we offer our clients.

Two months in which we looked at everything

We worked our way through: What services do we actually offer, and what do they mean for our clients? Who do we really want to reach? Does what we show externally match what we live internally? And where are we losing energy because everyone does things a little differently?

The realization: We were good. But we didn't show it clearly enough. Externally and internally. The result of these two months: What previously looked like four separate services – web design, e-learning, Moodle, social media – was at its core always the same question: How does what a company can do remain within the company? Internally as well as externally.

What has changed

Internally, we have clearly assigned responsibilities, developed conversation guides, and defined how offers are created. Client meetings are more structured and we get more out of every first contact.

Externally, we have developed a tone of voice that fits us and which we consistently maintain. Templates for offers, presentations, and brand design that sound and look the same everywhere. No more patchwork, but a clear process from the initial inquiry to the completed project.

What that has to do with our core mission

We make sure that companies function, even when people leave, grow, or change. This applies to our clients and it applies to ourselves.

A company that only grows through personal contacts is dependent. One that has clearly structured its sales and processes can take on more without everything depending on individual people.

Exactly that is what we have created for ourselves in these two months. And it is the same thing we do for others every day. We design solutions so that panic no longer has to break out when the next employee retires.

If this sounds familiar to you, it is not a sign that something is going wrong. It is usually the sign that your company has grown faster than its structure. What comes next is up to you to decide.