Incorporating Technology to Enhance the Customer Experience with Landon Snider

• 00:30 – Value of Experience “In the Bucket”
  “Probably the most important thing that’s boosted me to where I am today. I know what works and what doesn’t.”
• 01:52 – Having a Relationship with Your Production Staff
  “Establishing a relationship early on with your production staff is pretty much the best way to ensure a good long relationship. Start with a good foundation.”
• 03:26 – Dealing with the Challenge of Losing a Sale
  Not letting one lost sale get to your head—moving forward with a positive mindset.   
• 06:32 – Being Direct with Customers
  “It’s a good way to open to tell the customer, ‘You’re not going to hurt my feelings if you say no.’” 
• 10:37 – Providing Detailed Proposals
  “I write it so myself, the production team, and the customer are all one. I also like to put job site photos on my proposal to stand out from the 10 to 15 others who bid. I mark up some of the photos to help customers visualize what we’ll be doing.” 
• 14:04 – Learning from Others
  How he talks with others to learn what makes them successful, then takes the best nuggets and applies those to elevate his own approach.
• 15:54 – Incorporating Technology
  Technology makes it easy to get ahold of people—via text, call, or video call. Integrate that in a way that enhances the customer experience.  
• 17:25 – Anticipating & Eliminating Questions
  “Either the day before or morning of, I text a customer confirming the appointment time and sending a link to our website and a look book. Ultimately, that saves time.”
• 23:20 – Daily Habits
  “I try to keep myself in a rhythm, plan my day out, and keep my ducks in a row. But when the day is over, I decompress to keep that balance between work and life.” 
• 25:58 – Continuing to Learn
  “The best way I learn is by asking questions of people in the industry—or even other industries. I like to find out what other people do and tailor it.”
• 26:52 – Digital Business Card
  “I have my digital business card (through Dot) on the back of my phone—essentially I bump my phone together with a client and it gives them all my information. It has my business card, my contact information, my email, a link to our website, the lookbook, and even YouTube and other fun links in there.”
• 29:23 – Managing Time
  “I’m religious with using Siri to create reminders. It’s one thing that actually works for me. That way I can focus on what I’m doing.” 
• 30:37 – Benefits of Technology
  Being open-minded and learning from the younger generation—for example, how to incorporate technology into workflows.