First off, a little background on me and my company. My Father started the business in 1987, went full time in 92. I took over totally this season. Currently we have around 700 active residential accounts, with another 50 commercial. This past season we had 85 new installs, while still doing all the service on our current customers. We actually had to turn down some installations at the end of the year since we just couldn't get to them. I know we need to revamp the organization of the crews and myself to have everyone in the position to be the most profitable and provide the best service. Here are the options that I'm kicking around. Keep the 4 man installation crew for strictly installs, and hire 1 full time service tech. This could potentially add 15-20 additional installs a year. This scenario would allow me to get almost completely out of the field. Which has me a little scared. Hire an office girl/person to handle the phone, billing, scheduling ect. Which would free me up to handle some of the service/installs. My main fear here is teaching someone how to schedule service (knowing how long a manifold repair will take ect.) I know we are right at that "tipping" stage in business where we are changing from a small to medium sized business. How did others go about it, any suggestions?