Everything your business knows walks out at 5pm. You rent it back every morning. And every time someone leaves, you lose a piece of how the place runs.
That's the problem The Operating System Show exists to solve.
I'm Matt Dixon, fractional CTO. I talk to the founders, COOs, and executives who are figuring out how to get their companies to run without every answer living in one person's head.
Every week: what broke, what they rebuilt, and where the real leverage was.
New episodes every week. Subscribe so you don't miss one.
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Fix the Data Before the AI | Jay Bourgana on Buying the Business in the Owner's Head
Episode 16
Tuesday, October 13, 2026 • Duration 40:21
Jay Bourgana took a real estate brokerage from zero to 350 million dollars in sales volume in four years, then sold 70 percent of it to a much larger firm in 2018. Since then he has been on both sides of about 30 acquisitions, buying plumbing, HVAC, and IT companies. Today he runs Foresight Partners.
His favorite deals are what he calls flywheel businesses: no website, no marketing, customers who keep calling anyway, strong margins, and a founder who carries the whole operation in his head. Before he even signs a letter of intent, he starts pulling that knowledge out.
His warning for owners racing toward AI: fix the data first. Most companies run on duplicate records, spreadsheets stitched together by hand, and reports that arrive a month late. Put AI on top of that and it just moves faster in the wrong direction.
## In this episode
- How a manufacturing mindset built a brokerage that answered new leads in seconds
- The cold email he almost deleted, and selling 70 percent of his company 30 days later
- Why he buys businesses that only work because the founder is inside them
- The three engines he maps before closing: clients, talent, and capital
- Why owners grow to five million, hate it, and shrink back to three
- People, then process, then technology, and why speeding up the machine shakes everything loose
- Data before AI: closed loop companies and the cost of lagging numbers
- Why middle managers become the human in the loop for AI agents
- Who should sell to him, and who should not
- Kids Business School, teaching entrepreneurship to kids 7 to 17
## Timestamps
00:00 Zero to 350 million in four years
00:52 Bringing manufacturing thinking to real estate
03:22 How owners can use data better
06:41 Speed to lead, then and now
09:11 The cold email that sold the company
10:43 Retiring, then getting back in
12:02 What he does first when he buys a business
14:02 When everything lives in the owner's head
16:11 Buying to own forever
17:12 Why owners shrink back to three million
20:00 People, process, technology, and the shake
21:01 How he uses AI and why data comes first
23:07 The four zones of AI
24:53 Why middle managers become the human in the loop
28:13 75 states in a 50 state CRM
31:46 If you need Excel, something is wrong
32:35 The company that could not tell him its churn
34:06 Who should sell to him, and who should not
37:50 What is next, and Kids Business School
39:39 Where to find Jay
## About Jay Bourgana
Jay Bourgana is the founder of Foresight Partners, which buys and operates founder led home services and professional services businesses. He built and sold a real estate brokerage, has been on both sides of about 30 acquisitions, and is building Kids Business School, an entrepreneurship program for kids 7 to 17.
Acquisitions Collective: https://acquisitionscollective.biz/
Kids Business School: https://kidsbusinessschool.com/
Listen: https://feeds.transistor.fm/the-operating-system-show
Be a guest: https://crm.frontrangesystems.com/discovery
Stop Hiring Only A Players | Craig Wahl on Building a Leadership Team That Scales
Episode 15
Tuesday, October 6, 2026 • Duration 41:17
Craig Wahl coaches CEOs and founders whose companies got bigger, faster than they expected. He runs Njorth, works as a fractional COO for tech companies, and is finishing his first book, The Walk.
His core reframe for CEOs: your job isn't to make all the decisions. It's to make sure they get made, by the right people, and that someone is accountable for them.
He learned most of it scaling a team fast. He chased A players and found a team of solid B and C players was just as strong. He watched long documented processes go unused and swapped them for simple checklists the team actually ran, then tracked everything and kept iterating.
## In this episode
- Why CEOs need a safe place to talk, and who they can't talk to inside the company
- Your job isn't to make the decisions, it's to make sure they get made
- What founders refuse to hand off, and what the CEO should be doing instead
- Why hiring only A players is a fool's errand when you're scaling
- The Sherpa on Everest: stop yelling down the mountain
- A process nobody follows isn't a process
- Trust is boring, and how leaders shortcut it
- The Walk, his practical guide to the long middle of leading people
- Why "use AI more" is one of the most dangerous things an executive can say
- The question to ask anyone selling you AI: have you ever run a business?
## Timestamps
00:00 The show open
00:30 Meet Craig Wahl
01:14 The three things Njorth does
02:20 You don't call an electrician for a leak
02:55 Why CEOs need a safe place to talk
06:30 Make sure the decisions get made
07:33 What founders refuse to hand off
08:55 The leadership triangle
10:25 Can anyone sell as well as the CEO?
12:45 What breaks when the team gets big
13:23 Why hiring only A players is a fool's errand
14:49 The Sherpa on Everest
17:25 A process nobody follows isn't a process
18:36 Simple checklists, track everything
20:45 Trust is boring
23:10 How leaders shortcut trust
25:06 The Walk
27:14 A master's in leadership and a junior manager
29:38 What do you want people to remember about you?
30:20 How he uses AI in his own business
32:25 Why "use AI more" is dangerous
34:24 Have you ever run a business?
35:10 The four zones of AI
35:46 What error rate will you accept from AI?
38:43 Ten salespeople, selling 80% of the time
39:36 Who should hire Craig
39:59 What's next for Njorth
40:39 Where to find Craig
## About Craig Wahl
Craig Wahl is a leadership architect and CEO advisor at Njorth. He coaches founders and CEOs, runs leadership alignment workshops, and works as a fractional COO, mostly for tech companies scaling from Series A to Series C. His first book, The Walk, comes out in spring 2027.
Website: https://njorth.ai
Listen: https://feeds.transistor.fm/the-operating-system-show
Be a guest: https://crm.frontrangesystems.com/discovery
Hit Every Metric, Missed the Number | Chris Mader on Running EOS Inside His Own Business
Episode 14
Tuesday, September 29, 2026 • Duration 33:45
Chris Mader was drafted by the Chicago White Sox, spent four years in the minors, then built a business career that ran all the way to chief revenue officer. Today he runs MTA Consultancy and implements EOS inside companies doing 10 to 50 million a year.
His company is named for the sign that hung over his college baseball coach's desk: Son, make the adjustment. The bad news, he tells owners, is that you are probably the problem in your business. The good news is that you are also the solution.
He runs EOS inside his own company too. Last year he hit every metric on his scorecard and still missed his revenue goal. So he took a hard look at the metric itself, doubled his weekly prospect conversations, and watched revenue climb.
## In this episode
- Why he runs EOS inside his own business, and what his scorecard told him when revenue fell short
- EOS as the way in, and why he teaches the team to run the weekly meeting without him
- Building your company as if you were selling it, even if you never will
- Revenue is vanity: profit, EBITDA, and the leverage of having the choice to sell
- The finance and technology seats most growing companies are missing, and when fractional beats full time
- Coach Mader AI, the digital twin he trained on thousands of his own coaching calls
- Do you want to be right, or do you want to win
- Who EOS is not for, and who should call him
## Timestamps
00:00 From the White Sox to EOS
01:08 Son, make the adjustment
02:45 You are the problem, and the solution
03:12 Inspirationally irritating
04:12 Running EOS inside his own business
04:57 Hit every metric, missed the revenue goal
06:44 EOS as a Trojan horse
08:43 Teaching the team to run it without him
09:55 Getting the founder out of the way
11:15 Build it like you will sell it, even if you won't
12:52 Revenue is vanity, profit is fuel
15:06 Buyers won't pay for a business that is you
16:46 The chef who wants one restaurant
18:36 Why finance and technology are the missing seats
20:23 Fractional or full time
21:47 Where fractional work is headed
23:45 Coach Mader AI, his digital twin
25:55 The four zones of AI
26:39 The one person who knows everything
28:27 Do you want to be right, or do you want to win
29:50 Who should not use EOS
31:06 Who is a great fit
31:51 What is next for MTA Consultancy
33:02 Where to find Chris
## About Chris Mader
Chris Mader is the founder of MTA Consultancy, an EOS implementer, executive coach, and the author of Make the Adjustment. A former professional baseball player, he spent more than a decade leading revenue teams in corporate America, rising to chief revenue officer, before starting his own firm. He works with founders who want to grow, scale, and eventually exit.
Website: https://www.mtaconsultancy.com
Instagram: https://www.instagram.com/chrismadermta/
LinkedIn: https://www.linkedin.com/in/chrismadermta
Listen: https://feeds.transistor.fm/the-operating-system-show
Be a guest: https://crm.frontrangesystems.com/discovery
You Can't Scale Complexity | Derek Fredrickson on What a Fractional COO Actually Builds
Episode 13
Friday, September 25, 2026 • Duration 40:12
Derek Fredrickson left Wall Street in 2008 to run operations for his wife's coaching company, which she describes as having been built on toothpicks and band aids. Sixteen years later he runs The COO Solution, putting fractional COOs inside founder led companies between seven figures and twenty million.
His rule for all of it: you can't scale complexity, but you can scale simplicity. The work is making a business process driven instead of people driven, so the founder can stop white knuckling the day to day and move from the operator seat into the owner seat.
He is also living it himself. He runs every sales call for his own company from France, into a US market, and he knows exactly when that turns him into the bottleneck.
## In this episode
- Why he reads every business in the same order: marketing, sales, operations, then finance
- Where the fractional model fits, and why it spreads too thin above twenty million
- Done for you, then done with you, then done by the team, so the COO never holds the keys
- Drive by delegation, and the questions that make a founder sell themselves on their own idea
- What AI is actually doing for his clients right now: filling in the weekly scorecard nobody wanted to update
- Fixing the problem versus solving the issue that caused it
- Who should not hire a fractional COO, including the owner who could not picture it working remotely
- His ten year, three year, one year plan, and handing off his own sales seat
## Timestamps
00:00 A show for founders who are done being the bottleneck
01:03 Leaving Wall Street in 2008 for his wife's business
02:02 Toothpicks and band aids
03:22 Where fractional fits, seven figures to twenty million
05:15 Marketing, sales, operations, finance, in that order
07:30 You can't scale complexity
08:29 Process driven, not people driven
10:35 Three things on the menu
12:15 Where the founder still sits in the business
14:58 Letting go of the sales seat, including his own
16:58 Founders love the hunt and skip the fishing
18:28 Does the system survive after the COO leaves
20:46 Done for you, done with you, done by the team
23:23 Drive by delegation
24:35 Make the founder sell themselves on the idea
27:22 AI starts with the use case
28:52 The scorecard AI fills in for you
31:26 A dashboard nobody can hide from
32:42 Fix the problem or solve the issue behind it
33:40 Who should not hire a fractional COO
36:01 The owner who could not picture a remote COO
37:38 What is next for The COO Solution
39:28 Where to find Derek
## About Derek Fredrickson
Derek Fredrickson is the founder and CEO of The COO Solution, which places fractional COOs with founder led companies. He spent sixteen years as a second in command, first scaling his wife's business coaching company past seven figures, then as a fractional COO for other growing companies. He hosts The COO Solution Podcast.
Website and podcast: https://thecoosolution.com
LinkedIn: https://www.linkedin.com/in/derekfredrickson
Listen: https://feeds.transistor.fm/the-operating-system-show
Be a guest: https://crm.frontrangesystems.com/discovery
600 Clients on a Team of 16 | David Salerno on Why He Will Not Hire to Fix a Problem
Episode 12
Wednesday, September 16, 2026 • Duration 29:05
David Salerno built Solpak into one of Canada's most recognized packaging companies. Six hundred food sector clients across the country, on a team of sixteen people.
He did not get there by being efficient after the fact. He decided early that headcount was a vanity metric and ran the business that way for twenty years. Zapier for a decade, now Claude. The current policy at Solpak is that nobody gets hired unless the leadership team can make a business case for the hire over automating the work.
The moment it became visible to him was a banker sitting across from him for two hours. Numbers growing, obvious activity everywhere, and in two hours the phone never rang and nobody came to the door. The banker could not explain it. David could not either, until he tried, and what came out of that is the Sherpa Method he now coaches other owners through.
## In this episode
- Why he treated headcount as a vanity metric for twenty years, and what that bought him
- The banker who sat in his office for two hours and could not explain the quiet
- Three challenges, three steps each, and the twenty seven questions behind the Sherpa Method
- Why he thinks owners have a clarity problem rather than an effort problem
- Giving a single number to a single person, and the prefab roof problem that dissolved once someone owned it
- The hiring standard at Solpak: no new hire without a business case against automating the work
- Where AI does not belong, and the call he made to a friend's AI receptionist trying to trick it
- The retreat where a team member asked to stop answering the phone, and what it revealed
- Who should not try to build a self managed business
## Timestamps
00:00 A show for founders who are done being the bottleneck
01:04 Six hundred clients on a team of sixteen
01:30 Why he treated headcount as a vanity metric
02:05 The frameworks that hold the ratio together
02:56 Ten years of Zapier, and what comes next
03:39 The phase where David was the company
04:19 What he took from corporate, and what he refused to rebuild
05:23 The banker who could not explain the quiet office
06:40 Growth, sustainability, and everything after
07:27 What makes a discipline stick when a framework does not
08:00 Give the number to a person and watch what happens
09:12 The prefab roof, the five whys, and a problem that dissolved
10:55 Ninety seven percent would recommend, and the alignment behind it
12:48 The failure point he sees coaching owners
13:06 Founders do not have an effort problem
14:05 Three challenges, three steps, twenty seven questions
15:00 The mindset shift nobody gets to skip
15:55 Build the business as the product
16:30 Claude at Solpak, and no hire without a business case
18:03 The four zones of AI
19:35 Calling a friend's AI receptionist to try to trick it
22:23 The retreat where a team member asked to stop taking calls
23:37 Who should not build a self managed business
25:09 Buy Back Your Time, and the thousand dollar hour
25:54 Who the Sherpa Method is actually for
27:02 What is next for Solpak and Entrepreneur Sherpa
28:01 Where to find David
## About David Salerno
David Salerno founded Solpak, a Quebec based packaging company serving hundreds of food sector clients across Canada, and now works with it as a mentor and guide after selling part of the business to two partners. He wrote Built for Freedom and coaches owners through Entrepreneur Sherpa, built on three pillars, grow, sustain and serve. He is Vice Chairman of the Montreal Economic Institute.
Website and free first chapter: https://davidsalerno.com
Entrepreneur Sherpa: https://entrepreneursherpa.co
LinkedIn: https://www.linkedin.com/in/davidvsalerno/
---
The Operating System Show is for founders who are done being the bottleneck in their own business. If you want to be a guest: https://crm.frontrangesystems.com/discovery
Your Team Says They Are at 140% Capacity | Kati Peterman on What a Fractional Operator Actually Fixes
Episode 11
Thursday, September 10, 2026 • Duration 32:08
Every founder Kati Peterman meets says a version of the same sentence. I'm just not there yet.
Not there yet for a COO. Not there yet for a real operator. And she has come to believe that sentence almost never means what it sounds like it means. It is rarely about the money. It is that a visionary founder cannot picture what that person would actually do all day, so a big salary looks like a bet on a job description they cannot see.
Her answer is to go find the money first. Outstanding collections, billables, how clients pay and when, merchant services. Unglamorous operational leakage sitting there in almost every company. Fix that in the first weeks and the fractional executive has paid for herself, and the founder stops arguing about whether operations deserves funding.
## In this episode
- What fractional actually means now that the word has gone hot, and what it buys a company not ready for a full time hire
- I'm just not there yet, and why that sentence is usually about understanding rather than budget
- The quick win that funds the role, starting with money the business has already earned and not collected
- A better question than calling a founder a control freak: where does my founder have fear right now
- Placing the right person versus installing the system, and why the operator has to actually enjoy the work
- Education as the thing that makes a system stick after the operator leaves
- Where she refuses to let AI go, including refunds and cancellations, and why the sales conversation is burning leads
- Teams running at 120 to 140% capacity, and what it takes to get back to 70
- Who should not hire a fractional executive
## Timestamps
00:00 A show for founders who are done being the bottleneck
01:10 What fractional actually means, and why the word got hot
03:11 The first COO offer, and the gap she kept seeing
05:04 I'm just not there yet, and what founders really mean by it
08:05 Outstanding collections, billables, and money already on the table
09:10 Founders get a bad rap as control freaks
09:54 The better question: where does my founder have fear right now
14:41 Why the operator has to actually enjoy the work
16:59 Education is true empowerment, and what makes a system stick
23:12 Teams at 120 to 140% capacity, and getting back to 70
24:35 Zero AI in refunds and cancellations
26:08 The thing that is not up for debate: response time
28:50 Who should not hire a fractional executive
30:01 Why franchisee owners became the favorite client
31:40 Where to find Kati
## About Kati Peterman
Kati Peterman came up as a chief of staff and integrator inside seven and eight figure companies, then founded FRX, a national bench of fractional executives placed into small and mid sized businesses. She is also COO of Empire Operating System.
FRX: https://yourfrx.com
LinkedIn: https://www.linkedin.com/in/katipeterman/
If your team is at 140% and hiring is not on the table, that is the conversation: https://crm.frontrangesystems.com/discovery
Saying No Is Twice as Safe as Saying Yes | JL Heather on the Can't Culture Killing Your Best Ideas
Episode 10
Tuesday, September 8, 2026 • Duration 30:33
JL Heather has a name for the thing that kills a good idea before anyone notices it died.
He calls it can't culture. Not a person saying no, a system saying it for them. Twelve approvals that take six months. A budget objection, a pay grade objection, a resourcing objection, all of them sounding perfectly reasonable on the way out of someone's mouth. Nobody ever makes the decision to kill the project. It just never survives the trip.
Underneath it is omission bias. Put your name on a ten million dollar bet and the downside is career limiting. Say nothing and your name is on nothing, even when a competitor ships the same idea three months later and makes a fortune. Speaking up costs about twice what staying quiet costs, so people stay quiet, and it feels prudent the whole time.
## In this episode
- Getting a room full of executives to commit to one thing, and why scheduling is the first real obstacle
- Compressing what normally takes three to eighteen months into a five day design sprint
- Building runs at light speed now, learning did not keep up, and that gap is where the risk lives
- The three ways a project dies, ranked from best to worst
- Can't culture, and why it is human nature rather than bad people
- Omission bias, demonstrated live on Matt with a ten million dollar hypothetical
- Ask AI for an Italian plumber and you get Mario, why models pull everything back to the middle
- Where AI genuinely earns its place, and the one job it should never be given
- Four to five people, one room, three months, and failure criteria that count as a win
## Timestamps
00:00 A show about removing the bottleneck in your business
01:04 Getting executives to commit to one thing
03:37 Three to eighteen months compressed into five days
04:56 What kills a project that never ships
06:38 The worst case, nobody realizes what happened
08:54 Is can't culture bad, or just human
09:00 Omission bias, and the CEO of MattDixon.com
10:12 Saying no puts your name on nothing
13:34 Ask AI for an Italian plumber and you get Mario
14:33 Where AI earns its place
17:47 What AI is not, and it is not an innovator
23:26 What happens when the quarter goes sideways
25:19 Hit your failure criteria and you have succeeded
26:36 The tipping point that means you need outside eyes
29:36 Where to find JL
## About JL Heather
JL Heather is managing partner and principal executive coach at Centered, where the Breakthrough Lab method takes teams from a North Star sprint through design sprints and into three to six months of coaching on the thing that actually ships. Twenty years inside organizations, working mostly in the digital space. He is writing a book on can't culture and hosts the Breakthrough Innovation podcast.
Centered: https://centered.work
JL's site: https://jlheather.com
If ideas keep dying in your company and nobody can point at who killed them, that is the conversation: https://crm.frontrangesystems.com/discovery
73% Faster With the Same Team | Steve Schroeder on the Invisible Factory Inside Your Business
Episode 9
Thursday, September 3, 2026 • Duration 36:23
Steve Schroeder has spent almost twenty years finding the delays nobody can see.
He calls it the invisible factory. In a plant you can walk the line and watch the widgets pile up at the slow station. In a digital company the same pile ups exist, they are just invisible, sitting in approval queues and handoffs nobody has ever drawn on a wall. His first value stream mapping event ran inside a large telecom during a stalled Agile transformation. They mapped the billing department onto three walls of stickies and cut lead time on new features by 73%. The executive who walked the walls at the end had no idea any of it was happening inside his own company.
## In this episode
- Why a company doing all the right frameworks can still be stuck, and what the framework cannot reach
- The invisible factory, and why digital work hides its own bottlenecks
- Three walls of stickies, a stunned executive, and a 73% cut in lead time
- What changes when AI joins value stream mapping, including rerunning twelve year old data and finding half a dozen more improvements
- Why a company full of individual AI agents can still be slow end to end
- The two roles that decide whether any of it survives: the value stream sponsor and the value stream manager
- What separates the companies that compound from the ones whose map goes in a drawer
- Utilization is the wrong scoreboard, and Messi walks most of the game
## Timestamps
00:00 A show for founders who are done being the bottleneck
01:07 What a framework cannot fix in a stuck company
02:28 A three year Agile transformation that was not working
04:59 Three walls of stickies and a 73% cut in lead time
07:12 What AI adds to value stream mapping
10:09 Why a company full of agents can still be slow
12:24 Flow Killers and Flow Intelligence, who each book is for
17:57 The moment a client's business actually changes
20:58 What survives ninety days and what goes in a drawer
24:08 The sponsor and the value stream manager
29:32 Your developers are 99% utilized and it means nothing
31:00 Who he helps, and the industry he refuses to touch
35:51 Where to find Steve
## About Steve
Steve Schroeder is the founder of EliteFlow Consulting and Solara Analytics. He pioneered digital value stream mapping, bringing a discipline built for factory floors into software organizations where the work is invisible. He wrote Flow Killers, which catalogs the fifty most common things that quietly slow a technology organization, and Flow Intelligence, on marrying value stream mapping to AI.
EliteFlow Consulting: https://eliteflowconsulting.com
Solara Analytics: https://solaraanalytics.ai
If your own business has a handoff you could not draw on a wall if someone asked, that is the conversation: https://crm.frontrangesystems.com/discovery
The AI Flagged Your Best Engineer for Cuts: Alisa Reznik on Why People Decisions Stay Human
Episode 8
Tuesday, September 1, 2026 • Duration 38:28
A tracking system did exactly what it was built to do. It showed one senior engineer closing seventy percent fewer tickets than everyone around him, and the CEO put him on the list of people to cut. Alisa Reznik made him go have the conversation first. The engineer was spending his days unblocking the rest of the team, which is why their numbers looked so good and his looked so bad.
Alisa spent nearly two decades managing engineers, worked with more than fifty tech companies, and ran operations as a COO across offices in three countries before leaving to build her own practice, Leadify. She uses AI all day and she is clear about where it does not belong.
## In this episode
The one category of work she refuses to automate, and the rule she uses to decide.
The ticket dashboard that recommended firing the most valuable person on the team.
Why "what is the best AI tool for my business" is the wrong question, and what to ask instead.
The CTO who prepared for a hard feedback conversation, then sent the notes over Slack.
Ten hours a week, and the ordinary CEO work that gets those hours back.
Her test for anything you are thinking of handing over: how big is the mistake you can afford.
The Friday deployment that wiped a client's CRM on Monday morning.
What young founders get wrong when they treat Claude as the person who knows.
## Timestamps
00:00 What this show is, and today's guest
01:10 Why she picked "do not delegate everything to AI"
01:57 Fifty plus tech companies, and the thing that breaks the same way everywhere
04:03 Remote versus onsite, and how she runs engineering teams either way
05:41 The first process she refuses to fully automate
07:42 The tracking system that flagged the wrong engineer for cuts
10:46 AI does not save you, it amplifies what is already there
11:02 "I feel redundant, AI can do what I do"
12:48 The wrong question every engineer is asking right now
15:48 Where AI actually worked, and the ten hours a week it gave back
19:24 Moving faster versus avoiding a hard call
20:08 A better question than "what tool should I buy"
22:36 What young founders are still missing
25:10 The feedback conversation that got sent over Slack
29:00 The four zones, and where AI belongs in each
30:05 The rule: how big is the error you can afford
32:44 The Friday deploy that erased a client's data
36:30 Fixing the system and the person running it
37:36 Where to find Alisa
## About Alisa Reznik
Fractional COO and executive advisor, and the founder of Leadify. Nearly twenty years managing engineers, more than fifty tech companies, and operations across three countries. She mentors at Founder Institute and writes about operations and leadership every week.
Find Alisa on LinkedIn.
Listen: https://feeds.transistor.fm/the-operating-system-show
Be a guest: https://crm.frontrangesystems.com/discovery
85% of Your Calls Don't Need a Human: Timothy Bramlett on Building an AI Receptionist
Episode 7
Thursday, August 27, 2026 • Duration 37:58
Timothy Bramlett bootstrapped an AI receptionist by sitting in a dental office day after day and cloning the tool they already hated paying for. He walked away from HP and Capital One, learned the hard way that building first is the wrong order, and now runs Zinng, an agent that answers the calls a small business misses.
He also tells the story of one after hours call that changed how he thinks about what an agent can handle.
## In this episode
- Why building the product first is the wrong order, and what he does instead
- How to start when you cannot find anyone to talk to: clone an existing tool and niche down
- Narrow and deep versus wide and shallow, and why complexity kills small products
- Why 85% of calls to a small business never needed a person
- Speed to lead in a dental office, and what happens after four rings
- The internal tooling he built with Claude Code, and why his engineers still do not trust AI
- How AI moved the bottleneck from writing code to testing it
- Running several agents at once, and where that breaks down
- Why "good enough" beats a better sounding voice
- Telling every caller it is AI, up front, on purpose
- The after hours call he says changed his mind about what an agent can handle
## Timestamps
00:00 Who Timothy is
01:23 Why he was never any good at being an employee
02:50 The first thing he built, and why it went nowhere
03:42 "That is absolutely not my philosophy"
05:39 Build the channel before you build the product
07:45 When you cannot talk to customers, clone and niche down
10:26 Narrow and deep versus wide and shallow
12:34 Why 85% of small business calls do not need a human
14:34 What it is actually worth to the owner
15:31 Speed to lead, and the four ring handoff
17:30 The internal tooling he built with Claude Code
17:59 Why his engineers use AI and still do not trust it
19:20 AI moved the bottleneck from writing to testing
21:00 The anti AI crowd and who gets left behind
22:04 Can you hand AI a whole job yet
28:00 Running several agents at once
29:14 Local models as the backup plan
31:23 What is next for Zinng
32:26 Why good enough beats better sounding
33:38 Tell them it is AI, up front
35:00 The after hours call that changed his mind
36:31 Where to find Timothy
## About Timothy
Timothy Bramlett is a software engineer turned bootstrapped founder. He spent years at HP and Capital One before leaving to build his own products. He co-founded Stammer, a white label AI platform for agencies, and now builds Zinng, an AI phone agent that answers every call a business misses, flags the emergencies, and works around the clock.
Zinng: https://zinng.ai
Instagram: https://www.instagram.com/timothybramlett/
Stammer: https://stammer.ai
Listen: https://feeds.transistor.fm/the-operating-system-show
Be a guest: https://crm.frontrangesystems.com/discovery
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