LB/NT—The Simple Framework That Drives Big Improvements

Strengthen team skills with LB/NT, a reflection framework that turns past experiences into actionable improvements.

One of the things I love most about coaching restoration business owners and their teams is helping them see how small, consistent changes – new habits – can create incredible results. My focus has always been on helping restoration companies get more profitable, reduce chaos, and build businesses they can sell for a lot of money when they decide to move on. And if there’s one tool that’s made a massive difference for me and my clients, it’s my favorite acronym: LB/NT – Like Best/Next Time.

This simple framework isn’t flashy, but it’s incredibly effective. It’s about creating a culture of continuous improvement by focusing on what worked well and what could be done better next time. You don’t need software, a spreadsheet, or fancy tools – just a willingness to reflect, communicate, and grow.

I was introduced to this framework by my first business coach and long-time friend, “Coach Paul”.  My friend and coaching colleague, Paul, has been using LB/NT for years, and his favorite thing about it is how it simplifies improvement. He always says, “You don’t need fancy tech – just a commitment to getting better one step at a time.” He’s right, and it’s why this framework works for everyone.  

The example I’m about to lay out is related to the initial incoming call to your business – the hope of a new client to help. If you keep reading, you’ll see a list of other ideas you could use this framework for.

Why LB/NT Matters

This initial call from a prospective client who’s experienced damage to their property is one of the most important moments in your business. That first impression sets the tone for everything that follows. It’s where urgency, empathy, and professionalism combine to build trust (or not).

But here’s the problem . . .  too often, these calls aren’t handled with the attention they deserve. Instead, they’re treated as routine when they should be seen as incredibly important – THIS is your opportunity to get a new job started! And that’s where LB/NT comes in.

How to Use LB/NT to Improve Incoming Client Calls

Here’s a simple way to use this framework with your team:

1. Self-Assessment by the Team Member
   The person who took the call listens to the recording and answers two questions:
• What did I like best (the LB) about how I handled this call?
• What will I do differently next time (and the NT)?
2. This step is powerful because it gives the team member ownership of their performance. They’re not waiting for a manager to tell them what to improve—they’re identifying it themselves.
3. Manager Coaching and Collaboration
   Next, the manager listens to the same call and answers the same two questions. Then, they meet with the team members to compare notes.
• Are they aligned on what went well?
• Did the manager notice opportunities the team member missed?
• This isn’t about criticism . . . it’s about creating a coaching conversation.
4. Apply It Everywhere
   LB/NT isn’t just for calls. Use it to:
• Review individual job profitability
• Improve team meetings.
• Evaluate marketing efforts.
• Refine your hiring and onboarding processes.

The Results Speak for Themselves

I’ve seen firsthand how LB/NT builds confidence and accountability. It creates stronger teams and better results because it’s not about chasing perfection—it’s about getting a little better with every step.

So, whether you’re refining how your team handles incoming calls or using LB/NT in another area, give it a try. And if you’re not sure where to start, reach out to me. I’d love to help you implement this in your business and watch the results unfold.

Remember, you don’t need a fancy system to succeed—you just need a willingness to grow and the right tools to guide you.