Matt and Michael unpack how they’re shifting from firefighting to systems. They talk about rewriting core values around reciprocity (no pay, no play—match the customer’s cadence), and how fixing a broken mobile checkout button quietly tripled Shopify conversions. They share an SOP that lets the team turn complex proposals in under 24 hours (11 proposals in ~10 days), prep for an A3 certification audit, and roll out vendor- and customer-facing Gantt charts to make dependencies—and delays—undeniably clear. They also get real about AI tools breaking in production (why leverage beats replacement), delegating with Loom to small vendors, and even the occasional two-by-four “field fix” when parts show up bent—all in service of building the companies and lives they want.