Most garage door companies are bleeding money because of poor internal communication. Ryan Lucia, founder of Such n Such Media, breaks it all down in an episode of the Torch Talk Podcast. Here’s a structured recap with clear action steps you can implement today.

Want to see how other contractors are fixing communication gaps? Visit Markinuity’s Who We Serve page for real-world examples.

1. Why Internal Communication Matters

Before you scale your business, you need to:

• Set clear expectations.
  
• Explain how tasks should be completed.
  
• Share your company’s vision.
  
• Close feedback loops fast.
  

“Hurry up and slow down” is Ryan’s new mantra. Fast, sloppy messages create chaos. Clear, thoughtful messages prevent breakdowns.

2. The SOP You Need

Ryan created a free SOP for internal communication that you can tweak for your business. Want a copy? Message him directly on Facebook (Ryan Lucia).

3. Three Core Principles

1. Clarity and Precision

• Avoid jargon.
  
• Say exactly what you mean.
  
• Use consistent language.
  

2. Consistency

• Share updates frequently.
  
• Reinforce mission and values.
  
• Spot red flags early (e.g., people avoiding messages).
  

3. Accessibility

• Use centralized tools so everyone sees the same info.
  

4. The Right Tools

Email

• Make subject lines searchable.
  
• Be clear and emotion-free.
  
• Set expectations for response time.
  

Instant Messaging

• Use Slack or Microsoft Teams.
  
• Organize by channel (Sales, Ops, Clients).
  
• Keep internal communication out of email.
  

Project Management

• Use Trello, Asana, or another simple tool.
  
• Every project needs a deadline and milestones.
  
• Avoid shiny object syndrome — prioritize!
  

Looking for a custom system tailored to your business? See what’s included in Markinuity’s solutions.

Video Conferencing

• Zoom is preferred.
  
• Keep cameras on (unless driving).
  
• Body language helps clarify tone.
  

5. Communication Protocols

• Urgent = phone or text.
  
• Routine = Slack or project system.
  
• Always document key decisions.
  

6. Field vs. Office Communication

• Field staff can’t reply instantly — give grace.
  
• Office staff must close the loop on open tasks.
  
• Ride-alongs help managers see what’s really happening.
  

7. Feedback Loops

Feedback must move upward. If field staff don’t report issues, you’ll build costly workarounds.

Example:

One tech adds 10 mins per job processing payments. Over 300+ days, that’s dozens of hours lost.

8. Documentation and Training

• Use Zoom summaries or tools like Fathom.
  
• Assign responsibilities and due dates.
  
• Train every new hire on your comms SOP.
  

9. Action Steps

• Define which tools your team uses — and how.
  
• Set response-time expectations.
  
• Train everyone on protocols.
  
• Schedule regular one-on-ones.
  
• Create clear ownership and deadlines for all internal tasks.
  
  

Ready to Fix Communication in Your Business?

Most contractors wait until things break before addressing internal communication. Don’t be one of them.

• Want a proven SOP for your team?
• Need help choosing the right tools and protocols?
• Ready to stop losing time, jobs, and morale over preventable mistakes?

Talk to us and get a real plan in place. One call. Zero fluff. Just systems that work.