The Ops Handoff
Home services & dental practices · remote-friendly

You didn’t open this business to answer the phone at 9pm.

The calls you miss after five. The chair that sits empty. The estimate nobody followed up on. I find where the money is leaking out of your shop, and I plug it with tools that already exist — so you can go back to the work you actually opened this business to do.

Before: an overwhelmed owner buried in paper and sticky notes. After: a calm dashboard doing the work for them.
Built to run without you.
The cost of doing nothing

Which of these happened in your shop last week?

Most owners can name two immediately. The third one is usually the expensive one.

A small-business owner buried under sticky notes, calendars, and inbox chaos — trying to hold everything in their head.

Is anyone answering after 5pm?

The phone rings after 5pm. It goes to voicemail. That customer books the shop down the street tomorrow morning.

27% of calls to home services businesses go unanswered.

How many chairs sat empty last week?

Nobody sent the reminder. The chair sits empty. The hourly cost of that gap never shows up on a report — but you feel it.

No-show rates run 15–25% without deposits or reminders.

How many emails to book one appointment?

Four emails to book one appointment. Multiply that by every lead this month. That’s an entire staff day, gone.

Four exchanges per booking, across every lead, is roughly a full staff day.

Who answers the same ten questions all day?

“What are your hours?” “Do you take my insurance?” Your best person answers them all day instead of doing the work you pay them for.

Your highest-paid person, usually.

What happens when someone calls your shop after 6pm?

Someone answersVoicemailAnswering serviceNot sure

Eight questions, two minutes, and you’ll know roughly what it’s costing you.

Add them up and it’s rarely small. A single missed call at a Phoenix HVAC company is a job worth a few hundred dollars. A single missed call at a dental practice is a patient worth $4,220 in their first year.

Put a number on yours — 2 minutes
How it works

Five steps. One quiet handoff.

Nothing gets built from scratch. I use tools that already exist and fit them to how you already work.

The five-step framework: conversation, audit, tooling, migration, ongoing loop.
  1. 01

    Find the leak

    Free. Take the two-minute scorecard, or I’ll audit your phones, forms, and reviews from the outside and send you what I find. No meeting required.

  2. 02

    Rank what hurts

    We look at your actual numbers together and put the leaks in order of what’s costing you most. Not a list of nine things. Three, maximum.

  3. 03

    Source the tools

    I go find the pre-built tools that fit your shop. You don’t sit through demos.

  4. 04

    Migrate

    I move you on, train the team, and make sure the switch doesn’t break the day.

  5. 05

    Keep it fitting

    A tool nobody adjusts stops fitting in six months. I stay on and adjust it. Month to month, cancel anytime.

Who this is for

Two kinds of shops. Both losing money the same way.

Home services

HVAC · Plumbing · Electrical · 3–20 techs

Home services

The phone rings at 8pm in July and goes to voicemail. Estimates written on the truck that nobody follows up. Dispatch by text thread. You're running the jobs and the office, and the office is losing.

Dental practices

Solo doc to three chairs

Dental practices

Recall reminders that depend on someone remembering. Treatment plans presented and never followed up. A front desk drowning in insurance questions while the chair sits empty. Every unanswered call is a patient worth four thousand dollars.

And who this isn't for.

If you have a full-time office manager who already owns your systems, you don't need me. If you're a franchise running corporate software you can't change, I can't help. If you want someone to build custom software, that's not what this is — I find tools that already exist.

I'd rather tell you that here than on a call.

Where I am right now

One finished. One in motion. I’m not going to pretend it’s more than that.

Most consultants' websites show a wall of logos. I've been doing this under my own name since 2023 and I'd rather show you exactly what's real.

Finished
“You will find Gen to be highly organized, a clear communicator and a great listener. So easy to work with — the experience allowed me to focus on the things in my business I actually need to.”

— Lisa, EDUFinder K12

In motion

I’m building the public front door for Bowser Federal Solutions, a woman-owned federal contractor working in acquisition, procurement, and contract closeout. A clean path from “an agency found us” to “an agency contacted us.”

Different industry, same leak: the gap between someone reaching out and someone getting back to them.

What I’d expect to find in your shop

These are industry figures, not my clients' results. They're where I'd start looking.

  • 27% of home services calls go unanswered.
  • The average dental practice accepts 46% of presented treatment. The top decile accepts 83%.
  • No-shows run 15–25% without deposits or automated reminders.

Founding client pricing — Neither of the stories above is a dental office or an HVAC shop, and I’m not going to pretend otherwise. I’m taking three home services or dental clients at a reduced rate through the end of the year. You get the founding rate. I get to show the next owner exactly what this looked like for a business like theirs.

Investment

Three ways in. Straight answers on all of them.

Operations audit

A plain-language read of where the leaks are, what to fix first, and which tools actually fit your shop.

Flat fee · one-time

Migration & setup

I source the tools, wire them into your day, and train the team. You keep working while we swap the engine.

Project-based · scoped upfront

Keep it fitting

I stay on as your operations translator. When something breaks or shifts, I fix it before it becomes your problem.

Monthly · cancel anytime

I don't publish prices because the audit for a two-chair dental practice and a twelve-truck HVAC company aren't the same job, and a number on this page would be wrong for one of you. What I will do is give you a real figure in the first conversation, before you've signed anything — not a range, not “it depends.” Most audits land in the low four figures. The retainer is monthly and you can end it with thirty days' notice.

Gen Dawson, founder of The Ops Handoff
About

Hi, I’m Gen.

I don’t build software. I don’t sell you a platform. I find the tools that already exist — the ones that quietly work — and I fit them to how your shop actually runs.

I’ve spent more than thirty years in operations, across different stages of growth, including fifteen-plus years leading operations end to end at Microsoft. I ran the scheduling, the handoffs, and the follow-up that happens whether or not anyone remembers, for a division that served anywhere from hundreds to tens of thousands of people. The tools available now do more, faster. Now I do that for shops in the Valley and beyond, working remotely, because a dental office in Chandler and an HVAC company in Mesa lose money the exact same way, in the gap between when a customer reaches out and when somebody gets back to them.

Then I stay on. Because a tool that nobody adjusts is a tool that stops fitting in six months. I’m the person who keeps it fitting, so you can stay in the work you opened this business to do.

Phoenix, Arizona. Genise Dawson, LLC.

Connect on LinkedIn
Before you call

Questions before you call

Depends on what we find. A straightforward fix, like getting after-hours calls answered, can be live in a week or two. A fuller migration, moving your whole scheduling or follow-up system, usually runs three to six weeks. You'll know the real timeline after the audit, not before.

No. That's the point of how I work. You keep running your shop, I handle the setup and training around your schedule, not the other way around. If a change needs downtime, I tell you exactly when and for how long before it happens, never as a surprise.

That's normal, and it's exactly why I bring the most resistant person into the process early instead of working around them. If your front desk or your best tech thinks a new tool is a bad idea, I want to hear why before we touch anything. Tools people didn't help choose are tools people quietly stop using.

The audit and the migration are both one-time, scoped upfront, so there's nothing to be locked into there. If you bring me on to keep things fitting afterward, that's month to month. You can end it anytime with proper notice.

Usually neither, and it depends. Sometimes the tool you have just needs to be set up right. Sometimes it needs a better one next to it. Sometimes it needs to go. I don't assume you need to start over, and I'll tell you straight if what you have is already fine.

Then we adjust it or swap it. That's what "keep it fitting" means, I stay on so a bad fit gets caught and fixed instead of sitting there quietly costing you money for six months.

Every week you wait

The phone is going to ring at 9pm tonight, too.

Three ways to start, in order of how much of your time they cost.

Take the scorecard. Two minutes, eight questions, and you'll know roughly what you're leaking. No email needed to see the number.

See my number

Let me look. Give me your business name and I'll check your phones, your forms, your reviews, and your ad spend, and send you what I find. Free, no meeting, about two days.

Just talk to me. Thirty minutes. No pitch deck. I'll tell you in the first ten whether I can help, and if I can't, I'll usually know who can.

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