For me, it would be the customer journey. What happens when someone calls? How do we document the lead? When do we follow up? How do we create the quote? What happens after the quote is sent? What happens after they become a customer?
I found that documenting the operational side first had the biggest impact because that's where a lot of knowledge was living in my head. Once we documented those processes, it became much easier to hand off pieces of the business. Our virtual assistant wasn't asking me what to do next because there was already a process for it.
The field work is obviously important too, but if I had to start somewhere tomorrow, I'd start with the workflows that happen before and after the job.
Something that really helped me on the customer journey/operations side was creating Loom videos for every step in the journey. So when a new quote is generated, I create one quick loom video on exactly how we process that quote, and what gets sent to the client and all of our Loom and associated SOPs live in a Trello board that I've handed off to my VA for training.
